A signal processing technique that significantly reduces the coupling of a received audio signal back into an active microphone.
ACP
See Avaya Call Processing (ACP).
Address Resolution Protocol (ARP)
An Internet protocol (IETF STD 37, RFC 826) that is used to map dynamic Internet addresses to physical addresses on local area networks (LANs).
adjunct
A computer or other device that connects to a second device and performs one or more tasks for the second device. For example, the Avaya Intuity AUDIX system or a Call Management System (CMS) can be adjuncts to an Avaya DEFINITY Server.
Adjunct-Switch Application Interface (ASAI) protocol
A recommendation for interfacing adjuncts and communications systems to extend telephony features to adjuncts. ASAI provides for activities such as event notification and call control. The ASAI protocol is based on the CCITT Q.932 specification for layer 3. See also adjunct.
Administration Without Hardware (AWOH)
A feature that is used to administer ports without the need for associated terminals or other hardware.
Advanced call routing (also known as skills-based routing)
The ability to route calls within a call center in order to match customer inquiries with the most appropriate agent or resource based on customer requests, service levels and agent skill, availability, and workload.
AEC
See Acoustic Echo Cancellation (AEC).
alarm
A system-generated indication that a fault is present.
ALM
See alarm.
ALRM
See alarm.
American Wire Gauge (AWG)
The US standard to measure the gauge of copper, aluminum, and other nonferrous conductors.
analog telephone
A telephone that receives acoustic voice signals and sends analog electrical signals along the telephone line. Analog telephones are usually served by a single wire pair that is known as tip and ring. The model-2500 telephone set is an example of an analog telephone.
announcements
Recorded messages that a telephone system plays for callers.
API (application programming interface)
A common method of communications between applications. It is used by an application to request and carry out lower-level services performed by the operating system of a computer or telephone system.
ARP
See Address Resolution Protocol (ARP).
ASA
Avaya Site Administration.
ASAI
See Adjunct-Switch Application Interface (ASAI) protocol.
ASIC
Application-Specific Integrated Circuit.
ASR (automatic speech recognition)
A technology that translates voice signals into text.
attendant
A person who uses an attendant console. See also attendant console.
attendant console
A workstation that an attendant uses to originate a call, answer an incoming call, transfer a call to another extension or trunk, put a call on hold, or remove a call from hold. Attendants can also use the console to manage and monitor some system operations. Also called console. See also attendant.
Attention Dial (ATD)
A command in the Hayes modem command set for asynchronous modems.
Audio Information Exchange (AUDIX)
A fully integrated voice-mail system that can be used with a variety of communication systems to provide call-history data, such as subscriber identification and reason for redirection.
AUDIX
See Audio Information Exchange (AUDIX).
Automatic Number Identification (ANI)
Representation of the calling number, for display or to use to obtain information about the caller.
AUX
Auxiliary.
Avaya Call Management System (CMS)
An application that runs on an adjunct processor, and collects information from an ACD unit. Customers use CMS to generate reports on the status of agents, splits, trunks, trunk groups, vectors, and VDNs. Customers then use this information to monitor and manage telemarketing centers. Customers can also use CMS to partially administer the ACD feature for a communications system.
Avaya Call Processing (ACP)
The call control application at the heart of Avaya’s DEFINITY and G350 products, previously called DEFINITY call processing.
Avaya Communication Manager
An open, scalable, highly reliable, and secure telephony application. Avaya Communication Manager provides user and system management functionality, intelligent call routing, application integration and extensibility, and Enterprise Communications networking.
Avaya Media Gateway
A family of application-enabling hardware elements that includes intraswitch connectivity, control interfaces, port interfaces, and cabinets. Avaya Media Gateways support both bearer traffic and signaling traffic that is routed between packet-switched networks and circuit-switched networks to deliver data, voice, fax and messaging capabilities. Avaya Media Gateways provide protocol conversion (IP to ATM to TDM), conferencing, presence (on-hook/off-hook), connectivity (to private and public networks, IP/ATM/TDM) and networking (QSIG/DCS/ISDN). Optional form factors are supported.
Avaya Media Server
A family of application-enabling processing platforms that are based on open CPUs and industrystandard operating systems. Avaya Media Servers provide centralized Enterprise Class call processing that can be distributed across a multiprotocol network that includes, but is not limited to, IP. In addition to supporting a highly diversified network architecture, Avaya Media Servers provide user and system management functionality, intelligent call routing, application integration, mobility,
and conferencing.
Avaya MultiService Console
The fault management infrastructure for a data switching environment that interfaces with device management and provides event reporting and alarming.
Avaya MultiService Network Manager
The network management platform that is used with Avaya products.
Avaya Policy Manager
Software that implements policy management for Avaya products.
AWG
See American Wire Gauge (AWG).
AWOH
See Administration Without Hardware (AWOH).
Backbone
A high-bandwidth connection between switches. A backbone link normally operates in Full Duplex Mode, sending packets in both directions simultaneously.
bandwidth
The width of a communications channel. In analog communications, bandwidth is measured in cycles per second or Hertz. In digital communications, bandwidth is measured in bits per second.
Basic Rate Interface (BRI)
See Integrated Services Digital Network Basic Rate Interface (ISDN-BRI).
baud
A unit of transmission rate equal to the number of signal events per second. See also bit rate and bits per second (bps).
BER
See Bit Error Rate (BER).
BGP
See Border Gateway Protocol (BGP).
BHCC
Busy Hour Call Capacity.
Bipolar Eight Zero Substitution (B8ZS)
A line-coding technique that is used in North American T1 circuits and ISDN-PRI circuits. To guarantee ones density, B8ZS removes an octet of all zeros, and replaces the octet with a pattern that contains bipolar line violations in specific bit locations. A B8ZS receiver removes the octet with the substituted pattern, and replaces that octet with the original octet of all zeros.
big endian
A format of storage or transmission of binary data in which the most-significant byte (bit) comes first. The TCP/IP standard network byte order is big endian.
BIST
Built In Self Test. Functions available in some device designs that allow the devices to perform selftests.
Bit Error Rate (BER)
The percentage of bits that are received in error, compared to the number of bits that are sent.
bits per second (bps)
The number of binary units of information that are transmitted or received per second. See also baud and bit rate.
bit rate
The speed at which bits are transmitted, usually expressed in bits per second. The bit rate depends on the speed of the transmission, and thus is not the same as the actual capacity of the channel. Also called data rate and data signaling rate.
Bit Oriented Signaling (BOS)
This is a signaling method in which one or more bits per trunk are used in the T1 or E1 frame to signal the state of the trunk, such as idle, seized, or flash. CAS is the E1 form of BOS.
Blended agent
A contact center agent who handles both inbound and outbound applications at the same time.
BOOTP
Bootstrap Protocol. An Internet protocol that enables a diskless workstation to discover its own IP address, the IP address of a BOOTP server on the network, and a file to be loaded into memory to boot the machine. This enables the workstation to boot without a hard or floppy disk drive.
Border Gateway Protocol (BGP)
A TCP/IP routing protocol for interdomain routing in large networks. BGP is defined by RFC 1163.
BOS
Bit-Oriented Signaling.
BPDU
Bridge Protocol Data Unit. A packet that is transmitted at configurable intervals to exchange information among bridges in the network. Among other things, BPDUs inform the bridges of the topology of the network and detect loops and topology changes.
bps
See bits per second (bps).
BRI
See Integrated Services Digital Network Basic Rate Interface (ISDN-BRI).
bridge
A device that is generally used to connect segments of a local area network (LAN) to other LAN segments or to a Wide Area Network (WAN). A bridge routes traffic on the Level 2 LAN protocol (for example, the Media Access Control address), which occupies the lower sublayer of the LAN Open Systems Interconnect (OSI) data link layer. A bridge can be equipped to provide frame relay support to the LAN devices that the bridge serves. A bridge that provides frame relay support encapsulates LAN frames in frame relay frames. The bridge then feeds those frame relay frames to a frame relay switch for transmission across the network. A bridge that provides frame relay support also receives frame relay frames from the network, strips the frame relay frame off each LAN frame, and passes the LAN frame to the end device. See also router.
broadcasting
A common method of information transmission in which a packet is sent to every port on the network.
BSP
Board Support Package.
1. Lowest level of Vxworks Operating system, which interfaces with hardware. Also handles hardware initialization at startup.
2. Firmware used on other DEFINITY based VxWorks circuit boards to boot the board up.
buffer
1. For hardware, a circuit or component that isolates one electrical circuit from another. Usually, a buffer holds data from one circuit or process until another circuit or process is ready to accept the data.
2. For software, an area of memory that is used for temporary storage.
burst
A transmission of data at a faster rate than normal. Data bursts can be carried out in several ways. A burst is always limited in time and can take place only under special conditions.
bus
A multiconductor electrical path that is used to transfer information over a common connection from any of several sources to any of several destinations.
B-channel
A bearer channel over which user voice or data is transported between midpoints.
cabinet
A container for racks, shelves, or carriers that hold electronic equipment.
cable
A wire or group of wires used to connect a piece of equipment and a termination field, or to connect two pieces of equipment such as a data terminal and modem.
Cajun
An obsolete term that was previously used to describe Avaya data networking products.
Call control
the process by which calls are established, monitored and torn down. Most computer-telephone integration (CTI) applications today use "third-party" call control, which includes additional functions such as queuing, routing, service requests, etc.
Call Detail Recording (CDR)
A feature that uses software and hardware to record call data. CDR was formerly called Station Message Detail Recording (SMDR).
Call logging, recording, or monitoring
Tools for listening to, recording and evaluating agent interactions with customers. Used for staff development, quality assurance, and/or liability protection.
Caller ID (CID)
See Incoming Call Identifier (ICI).
Caller’s Emergency Service Identification (CESID)
A telephone extension that a switch sends to a Public Safety Answering Point (PSAP). A CESID helps to locate callers who require emergency 911 services.
CAM
Content Address Memory. A list kept by each port containing the addresses of all network elements connected to the port. CAM is accessed according to its contents rather than its memory address.
CBR
See Constant Bit Rate (CBR).
CC
See Contact Closure (CC).
CCA
See Contact Closure Adjunct (CCA)
Central Office (CO)
Telephone switching equipment that provides local telephone service and access to toll facilities for long distance calling.
Challenge-Handshake Authentication Protocol (CHAP)
An authentication method for connecting to an Internet Service Provider (ISP). CHAP does not require a user to use a terminal screen to log in to the ISP. Because the user password is not sent in text format, CHAP is more secure than some other authentication methods.
channel
1. A circuit-switched call.
2. A communications path used to transmit voice and data.
3. In wideband transmission, all the contiguous time slots or noncontiguous time slots that are necessary to support a call. For example, an H0-channel uses six 64-kbps time slots.
4. A DS0 on a T1 facility or an E1 facility that is not specifically associated with a logical circuitswitched call.
Channel Associated Signaling (CAS)
A method of signaling used with non-ISDN digital trunks. CAS is defined only for E1 trunks, and is bit oriented. Usually for ITU-T-defined E1 trunks, CAS signaling is carried over E1 timeslot 16, and framing is carried over TS0.
Channel Service Unit/Data Service Unit (CSU/DSU)
A hardware device that converts digital data frames from the communications technology used on a Local Area Network (LAN) into frames that are appropriate for a Wide Area Network (WAN), and vice versa. The CSU receives and transmits signals from and to the WAN line, and provides a barrier against electrical interference from either side of the unit. The CSU can also echo loopback signals from the Central Office (CO) for testing. The DSU manages line control, and converts input and output between RS-232C, RS-449, or V.xx frames from the LAN and the time-division multiplexed DSX frames on the T-1 line. The DSU manages timing errors and signal regeneration. The DSU uses a standard (EIA/CCITT) interface to provide a modem-like interface between the Data Terminal Equipment (DTE) and the CSU. The DTE interface of a DSU is usually compatible with the V.xx and RS-232C or a similar serial interface. The DSU also provides testing capabilities.
CHAP
See Challenge-Handshake Authentication Protocol (CHAP).
chassis
A rack-mountable container for circuit packs, media modules, and other components of a media gateway.
Chassis View
Avaya’s Network Management System’s graphic depiction of a network device.
CLAN (TN799B)
See Controlled Local Area Network (CLAN) circuit pack.
Class of Service (COS)
A feature that uses a number to specify whether telephone users can activate the Automatic Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling features.
Class-Based Queuing (CBQ)
CBQ is a standards compliant technology defined within the IETF. CBQ is an IP feature that classifies traffic according to very granular network policies. It enables explicit policy shaping allowing individual applications or different groups of users to each receive bandwidth tailored to meet their specific requirements. CBQ control is based on the ability to shape traffic on a per application basis, which is much more granular than the per PVC definition of Frame Relay.
CLI
See Command Line Interface (CLI).
Click-to-talk
An application that is typically initiated via a button on a Web site that enables customers to speak with agents over the Internet.
CM
Connection Manager.
CO
See Central Office (CO).
codec
A device that converts data from one format to another. A codec, which is an abbreviation for coder/decoder or compressor/decompressor, is typically implemented in the firmware of a Digital Signal Processor (DSP). See also Digital Signal Processor (DSP).
Collaborative browsing (also known as assisted browsing)
Linking the customer's and the agent's Internet browsers so that both parties view the same Web pages, but only one person controls the two browsers.
collision
In Ethernet, a collision occurs as the result of two nodes transmitting simultaneously. The frames from each device impact and are damaged from the impact.
COM1
Communications port in PC. See also COM port.
Command Line Interface (CLI)
A simple terminal interface that might be provided by way of telnet or a serial port that provides management functions. The SAT and the UNIX shell are examples of a CLI.
Communications Controller (CC)
The server that runs Avaya Communication Manager from the perspective of a G700 media gateway. The Avaya S8300 Media Server is a CC that is also an Avaya media module. The S8300 Media Server can also run Intuity AUDIX and other applications. In the external configuration, the CC is an Avaya S8700 Media Server.
composed
This is a term defined in the H.248 standard, and describes a specific configuration where an H.248 Media Gateway (MG) runs co-resident with its Media Gateway Controller (MGC). Occasionally this term is encountered in G350 documentation to describe the G350 system controlled by an internal Communications Controller (CC), though that usage of the term “composed” is technically incorrect.
COM port
A communications port. UNIX recognizes only COM1 and COM2, and presents COM1 and COM2 to the user as TTY ports. DOS recognizes COM1 and COM2, and also recognizes COM3 an COM4, although there is contention for the interrupt line when all COM ports are in use.
connectivity
The state in which a domain of connected devices all adhere to the same set of connection rules. Connectivity is the property of a network by which dissimilar devices can communicate with each other.
console
See attendant console.
Constant Bit Rate (CBR)
Digital information, such as video and digitized voice, that is represented by a continuous stream of bits. CBR traffic requires guaranteed throughput rates and service levels.
Contact center (also known as Web-enabled call center)
a call center capable of processing inquiries from multiple communications media, such as phone, fax, and VoIP, using the same distribution, queuing, and routing systems.
Contact Closure (CC)
A controllable relay that can control auxiliary devices such as automatic door locks or voice recording units.
Contact Closure Adjunct (CCA)
A device connected to the G350 chassis that provides contact closures. See also Contact Closure (CC)
Controlled Local Area Network (CLAN) circuit pack
A circuit pack (TN799B) in a DEFINITY Port Network (PN) that provides TCP/IP connectivity to adjuncts over Ethernet or Point-to-Point Protocol (PPP). The CLAN circuit pack serves as the network interface for a DEFINITY server. The CLAN terminates IP (TCP and UDP), and relays those sockets and connections to the DEFINITY server.
Converged communications
The integration of voice, data and Internet services over common networks and systems.
COS
See Class of Service (COS).
CPE
See Customer-Premises Equipment (CPE).
CPU
Central Processing Unit.
CRC
See Cyclic Redundancy Check (CRC).
CRM (customer relationship management)
Methodologies, software, and (usually) Internet capabilities that help an enterprise manage customer relationships in an organized way.
Cross-media queuing
The process of handling and distributing all incoming calls — whether phone, e-mail, Web, fax or interactive voice response (IVR) — in the same way within a contact center.
CSMA/CD
Carrier Sense Multiple Access with Collision Detection. A multi-user network allocation procedure in which every station can receive the transmissions of all other stations. Each station waits for the network to be idle before transmitting and can detect collisions by other stations.
CSU/DSU
See Channel Service Unit/Data Service Unit (CSU/DSU).
CT (computer telephony)
A general term that encompasses a wide variety of technologies and applications that utilize computing to add intelligence to telephony functions and combine these functions with data processing.
CT applications
Software applications that monitor and control calls and manage call information within a contact center.
CT Connect¿ call processing server software (CTI "middleware")
A standards-based call processing, or call control server, that provides switch-independent software, implementing specific CTI functions and supporting a wide variety of switching environments. CT Connect software allows applications to monitor and control calls through third-party and first-party call control.
CT Media¿ telephony server software
Standards-based telephony server software that manages technology resources, such as computer telephony technologies, within the server, freeing developers to focus on developing applications. It also provides basic resource management functions so that multiple client applications can interoperate and share hardware resources, such as trunk interfaces, speech recognizers, and voice processors.
CT server
An open, standards-based communications or telephony server that makes it possible to integrate a wide array of CT applications from different vendors while sharing the same system resources.
CTI
The abbreviated name for Consolidated Technologies, Inc.
CTI (computer-telephone integration)
Technology that facilitates control of the telephone and access to telephony media streams by a computer in order to deliver integrated voice and data solutions. CTI involves computer control of telephone calls and physical telephone devices, as well as the binding of telephone calls to media services, such as voice processing, fax processing, video conferencing, and telecommunications.
CTI middleware
Software that translates and mediates communications between telephone systems and computer systems by exposing functions and/or offering a set of standard services below the application layer.
Customer-Premises Equipment (CPE)
Equipment that is connected to the telephone network and resides at a customer site. CPE can include equipment such as telephones, modems, fax machines, video conferencing devices, and switches.
Cyclic Redundancy Check (CRC)
A method to check the integrity of a transmitted block of data. The transmitting device generates a CRC character, the value of which depends on the number of ones in the data block to be transmitted. The receiving device calculates the value of the data received, including the added character. If the values of the transmitted and received data do not agree, the receiving device requests the transmitting device to send the data again.
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