A
ACD
Automatic call distribution.
ACD group
The set of multiple agents assigned to process incoming
calls that are directed to the same dialed number.
The ACD feature of the switch routes the incoming call to
one of the agents in the ACD group based upon such properties
as availability of the agent and length of time since the
agent last completed an incoming call.
ACD pilot number
The telephone number that the calling parties dial to access
any one of the multiple agents in an ACD group.
When the incoming call arrives at the ACD pilot number, the
ACD service can then route the call to one of multiple agents
in the ACD group.
ACL
Application connectivity link.
agent
A customer-service person whose job is to handle outgoing or
incoming telephone calls; for example, an agent in an ACD group.
agent identifier
The identifier of an ACD agent. An agent identifier is
different from the agent's directory number.
alerting
See call alerting.
Alerting state
One of the states that a connection within a telephone call can
enter. Alerting state is the state in which an incoming
telephone call involving a party has been routed and the party's
telephone is being alerted by the switch.
analog
Pertaining to data that consists of continuously variable
physical quantities. (T)
ANI
Automatic number identification.
API
Application program interface.
application connectivity link (ACL)
The CCITT proposed standard protocol for computer-controlled
telephony operations.
application program
A program used to connect and communicate with stations in a
network, enabling users to perform application-oriented activities.
Sometimes referred to as a program within this book.
application program interface (API)
A protocol boundary between an application program and a computer
control program.
The CallPath Services API consists of
program calls that an application program can invoke in order to
request functions be performed by the CallPath Services subsystem
component of the computer or by a telephone switch.
The API also consists of messages that the program can request
be sent to it by the switch or by the CallPath Services subsystem.
ATC
Attendant console.
attendant console (ATC)
One of several types of telephone devices built
specifically for operators and attendants (agents).
Typical features include headset jacks, multiple line
selections, detailed call status display, and single button
feature selections for actions such as
transferring, conferencing, and paging.
automatic call distribution (ACD)
A service that allows incoming calls directed to the
same dialed number to be routed to one of multiple agents,
all of whom can provide the same service to the calling party
and are assigned to the same ACD group.
Automatic call distribution enables the efficient
distribution of a high volume of incoming calls, by directing
each call to the first available agent.
The common dialed number is often referred to as the ACD pilot number.
automatic camp-on
A feature that permits a party to automatically camp on to a busy
station by remaining off-hook.
The busy tone is replaced by music or silence, and the called party
hears a call-waiting tone.
When the called extension is free, the call rings through.
automatic number identification (ANI)
A service offered by the telephone network that provides the
billing directory number associated with a calling party. The
number provided by ANI is not always the same as the number
of the calling party.
B
baud
A unit of signaling speed equal to the number of discrete
conditions or signal events per second.
blind transfer
A type of call transfer. A party in an existing telephone call,
the transferring party, requests that the existing telephone call be
transferred to a new party. The transferring party ends its
participation in the call without waiting to speak to the new party.
Contrast with screened transfer.
C
call
A physical or logical association between two or more parties.
A held call has two or more parties logically connected although
they are physically disconnected.
call alerting
The notifying of a party of an incoming call directed to that
party. The notification could, for example, take the form of the
bell in a telephone ringing or a message being displayed on the
telephone.
called party timeout
The length of time in seconds that the CallPath SwitchServer/2
will wait for a response from the called party before stopping the
request and giving a positive response to the request and a
Call_Rejected event message.
call ID
A switch-generated identifier from which CallPath SwitchServer/2 derives
all the connection
IDs that are associated with a specific call. See also
connection ID.
calling party timeout
The length of time in seconds that the CallPath SwitchServer/2
will wait for a response from the calling party before stopping the
request and giving a positive response to the request and a
Call_Rejected event message.
CallPath CICS
An IBM licensed program product that, together with CallPath SwitchServer/2, forms
an application enabler for integrated voice and data applications.
CallPath CICS uses CallPath Services, IBM's platform for integrating voice
technology into new and existing applications requiring
computer-to-switch communication.
The software that supports communication access between the CallPath Services
program on the host computer and the protocol converter (CallPath SwitchServer/2),
which is connected to one or more telephone switches.
CallPath for Workstations
An IBM licensed program product that provides an implementation of
the CallPath Services architecture on the PS/2 platform.
CallPath Services
An architecture that defines communication between a computer and
a telephone switch so that a program on the computer can monitor and
influence the actions of the switch.
The CallPath Services functions are presented to the program in the form of an
application program interface.
CallPath Server for OS/2
OS/2-based, CallPath Services client/server architecture
using a Remote Procedure Calls (RPC) API in a TCP/IP network environment.
CallPath Services Architecture (CSA)
An architecture that defines communication between a
computer or a network of computers and a telephone switch
so that a program on the computer can monitor and influence
the actions of the switch.
The CallPath Services functions are presented to the program
in the form of an application program interface (API).
CallPath Services subsystem
The component of the computer control program that supports the
CallPath Services application program interface and provides a
mapping between a CallPath Services program call or message and the
protocols supported by a particular switch.
CallPath SwitchServer/2
An IBM licensed program product that connects one or more
CallPath Services host computers to a single telephone switch, such as
a PBX, and controls the communications between them.
call profile
A set of characteristics that is established by a program before it
can begin to communicate with a switch. A program has to establish at
least one call profile for each switch with which it communicates by
issuing the appropriate program call.
call profile characteristic
An attribute of a call profile that, together with other
characteristics, determines the functions and
capabilities of telephone calls established or manipulated using
that profile.
call-progress event message
A category of CallPath Services messages.
Call-progress event
messages originate in a switch and provide information to a CallPath
Services program regarding the progress of an incoming or outgoing
telephone call.
call tracking
A type of monitoring in which the program wishes to be sent
specified call-progress event messages if call activity occurs for any
parties in a call involving the monitored resource. Contrast with
resource tracking.
card slot number
The slot on the IBM Personal Computer in which the ethernet card is connected.
CCITT
Comité Consultatif International
Télégraphic et Téléphonique.
The International Telegraph and Telephone Consultative Committee.
characteristic
See call profile characteristic.
Computer Supported Telecommunications Applications (CSTA)
A protocol definition for linking computers and telephone systems.
See also, European Computer Manufacturers
Association (ECMA).
conference call
A telephone call consisting of three or more parties.
configuration
The manner in which the hardware and software of an information
processing system are organized and interconnected.
configure
To describe to a system the devices, optional features, and
programs installed on the system.
Connected state
One of the states that a connection within a telephone call can
enter. Connected state is the state in which the connection
involving a party is active.
connection
A logical association between a call participant (party) and a
switch. A party's connection represents that party's participation
in a telephone call.
connection ID
An identifier of a connection. A connection ID uniquely identifies
a party's participation in a given telephone call. A telephone call
consists of two or more connections.
connection state
See state.
CSA
See CallPath Services Architecture.
CSTA
See Computer Supported Telecommunications Applications.
D
data call
A telephone call established for the purpose of transmitting data,
rather than voice, communications.
decode
To convert data by reversing the effect of some previous
encoding. Contrast with encode. (I) (A)
DDI
See direct inward dialing (DID).
dialed number identification service (DNIS)
A number supplied by the public telephone network to identify a
logical called party. For example, two 1-800
numbers might both be translated to a single real number. The
DNIS information distinguishes which of the two 1-800
numbers was dialed.
DID
Direct inward dialing.
direct inward dialing
A service that allows outside parties to call directly to an
extension of a PABX. Known in Europe as direct dial in (DDI).
direct inward dialing (DID) trunk
A trunk that connects the central office and an Philips IS PBX Series.
Incoming calls go directly to any extension or group of extensions
without involving the operator.
directory number
The address used to identify a party. A directory number
identifies a party, but does not uniquely identify a party's
participation in a telephone call. See also connection ID.
DLL
Dynamic link library.
DND
Do not disturb.
DNIS
Dialed number identification service.
do not disturb (DND)
A switch feature that temporarily blocks incoming calls to a
telephone. The incoming calls are routed to another (typically
switch-defined) destination or, if no alternate destination is
defined, are treated as if the called line were busy. The target
telephone is not alerted.
dynamic link library (DLL)
A library that is linked at load time or run time.
E
ECMA
See European Computer Manufacturers Association (ECMA).
encode
To convert data using a code in such a manner that
reconversion to the original form is possible. Contrast with
decode. (T)
equate
A programming convention that means a parameter is set or equal to
a specified value. See also translate.
European Computer Manufacturers Association (ECMA)
A committee formed by leading switch and computer manufacturers
to define protocol standards to link computers and telephone systems.
For example, see Computer Supported
Telecommunications Applications (CSTA).
event message
See call-progress event message.
extension
(1) A telephone number which is local to the switch.
(2) Additional
equipment on the same line and on the same premises, but at a
location other than the main station.
(3) Each telephone served by a PBX.
F
feature
See switch feature.
forward
A switch feature that temporarily redirects incoming calls. The
incoming calls are redirected from the originally dialed telephone to
another destination. The other destination has previously been
defined to the switch by the party associated with the telephone.
G
group definition
A list of directory numbers.
group definition ID
The identifier of a group definition.
H
held call
A telephone call that has been placed on hold by a holding party.
It consists of the connections in the original call minus the holding
party's connection.
hold
A situation in which a call, consisting of two or more parties,
is temporarily suspended by one of the parties in the call, that is,
by the holding party. The held call and the holding party continue to
have a logical, but not a physical, association during the suspension of
the call.
holding party
The party on whose behalf a call is placed on hold.
hook flash
Quickly depressing and releasing the plunger in or the actual
handset-cradle to create a signal to a PBX or Centrex that special
instructions will follow such as transferring the call to
another extension.
host computer
(1) In a computer network, a computer that usually performs network
control functions and provides end users with services such as
computation and database access. (T)
(2) The primary or controlling computer in a multiple computer
installation.
(3) In a CallPath Services configuration, the computer that provides an
implementation of the CallPath Services API.
hunt distribution group
See hunt group.
hunt group
A group of extensions assigned to and accessed through a dummy
extension called a pilot number. Group members can reside on
different PBX nodes.
I
Idle state
One of the states that a connection within a telephone call can
enter. Idle state is the state in which there is no
telephone call involving, and therefore no connection ID representing,
the party.
Inbound
A component of CallPath SwitchServer/2 that allows the host application program
to locate and display customer information on an agent's terminal.
inbound baud rate
The rate of speed at which the events flow from the switch to the
host computer.
The configured baud rate of the Inbound link can be
9,600 or 19,200 bits per second.
inbound call
Synonym for incoming call.
incoming call
A telephone call that was originated by a party remote from the
local switch and that is directed toward a party on the switch.
Synonym for
inbound call. Contrast with outgoing call.
indicator
Information provided by the switch to a telephone. "Message
waiting" is an example of an indicator.
initialized value
The value assigned by the CallPath Services subsystem to a call
profile characteristic when a program issues the
Initialize_Call_Profile program call.
The program can override this
value by issuing a Set program call.
International Telegraph and Telephone Consultative Committee (CCITT)
An organization (one of four permanent organs of the International
Telecommunication Union, headquartered in Geneva, Switzerland) that is
concerned with the problems relating to international telephony and
telegraphy.
L
loop
A closed unidirectional signal path connecting input or output
devices to a system.
M
message
Information that originates in a switch or is generated by the
CallPath Services subsystem.
The CallPath Services subsystem
translates the information, if necessary, into a message format
defined by CallPath Services before presenting the message to a
program. See switch message, call-progress event message,
reply message, response message, and system message.
monitoring
A service provided by CallPath Services in cooperation with a
switch. Monitoring allows a program to request that specified
call-progress event messages be sent to the program when call
activity involving a specified resource occurs. See also call
tracking and resource tracking.
multiple-appearance extension
An extension number that is assigned to more than one telephone.
N
NetView
Pertaining to an IBM licensed program used to monitor a network,
manage it, and diagnose its problems.
O
off-hook
The status of a telephone that is working but is not available
to receive a call.
on-hook
The status of a telephone that is available to receive a call.
Outbound
A component of CallPath SwitchServer/2 that allows the host
application program to place calls to a
group of customers in a customer data base.
outbound call
Synonym for outgoing call.
outgoing call
A telephone
call that was originated by a party associated with the local
switch and that is directed toward a remote party. Synonym for
outbound call. Contrast with incoming call.
ownership
See resource ownership.
P
park
A situation where a party within a telephone call is transferring
the call to another, target, party and placing the call on hold (at
the directory number of the target party) without alerting the target
party's phone.
The party that requests the park function is implicitly disconnected
from the telephone call.
The remaining party or parties in the telephone call are on hold
at the directory number of the target party.
See also hold.
party
An addressable participant of a telephone call.
party drop
The message that the Philips IS PBX Series generates when a party leaves a
conference call.
CallPath SwitchServer/2 translates this message into a Disconnected call-progress
event message.
Pending state
One of the states that a connection within a telephone call can
enter.
Pending state is the state in which an outgoing
telephone call involving a party is being established and a call setup
has occurred.
phone extensions
A field on the CallPath Agent Sign On Screen. See
telephone extension number.
pick
A situation where one of the following occurs:
- An incoming call is answered by a party at a
directory number that is different from the directory number of the
party being alerted.
- A held call is retrieved from hold by a party at a
directory number that is different from the directory number
at which the call is being held.
pilot number
See ACD pilot number.
preselected choice
A choice highlighted and selected by a program when a
selection field first appears.
A user can proceed immediately to the next field if the selected
choice is acceptable.
Presentation Manager
The interface of the OS/2 operating system that presents, in
windows, a graphics-based interface to applications and files
installed and running under the OS/2 operating system.
primary resource field
The field within a CallPath Services call-progress event message
that provides information concerning the message's primary
resource.
The resource is considered to have the rank of "primary" for
the purposes of monitoring call activity.
primitive
An abstract description of an interaction between a service user
and a service provider.
program call
The means by which a program requests CallPath Services function.
A program call is a synchronous call/return execution of the
function associated with the particular program call being invoked.
protocol
A set of rules governing the operation of functional units of a
communication system that must be followed for communication to
take place.
Q
queue
A list whose elements represent telephone calls waiting to be
serviced by a system resource--for example, an ACD
group. While a telephone call is in the queue, the queue is considered
a participant in the call.
queued call
A call that has been placed on hold and is waiting in
the queue of telephone calls to be serviced by a system resource,
such as an ACD group.
R
reply message
A category of CallPath Services messages.
A reply message is one
sent from the switch to a program that provides additional
information beyond that carried in a positive response. An example
of a reply message
is the Party_Status message.
The switch does not generate a
reply message if it negatively acknowledged (that is, sent a negative
Response message to) the earlier request.
request
The formatted information that the CallPath Services subsystem
sends to a switch as a result of a program issuing a CallPath Services
program call.
resource
One of the following: a directory number, a group definition ID,
a pilot number, or an agent identifier.
resource ownership
The condition in which a program is allowed to act on behalf of a
resource by issuing CallPath Services program calls in order to
establish or manipulate telephone calls involving that resource.
A program can act on behalf of only those resources that it owns.
A program uses the Register_Ownership program call to establish
ownership of a resource.
resource tracking
A type of monitoring in which the program wishes to be sent
specified call-progress event messages only if call activity occurs
that specifically involves the monitored resource. Contrast with
call tracking.
response message
A category of CallPath Services messages.
A response message is one that is sent from the
switch to a program that informs the
requesting program whether an earlier request was accepted or rejected.
S
screened transfer
A type of call transfer.
A party in an existing telephone call, the
transferring party, requests that the existing telephone call be
transferred to a new party.
The transferring party does not leave the
original call until the party has either (1) spoken with the target
party or (2) learned that the target party is busy or does not answer.
Contrast with blind transfer.
semaphore
A signal indicator used to control access to system resources.
For example, in a multiuser application, it is a flag that prevents
simultaneous access to a file.
sense code
A value that is present in a negative Response message.
The sense code indicates the nature of the error being reported by
the negative Response message.
sense code qualifier
A value that may be present in a negative Response message,
depending on the sense code with which the sense code qualifier is
associated.
A sense code qualifier is used in conjunction with the sense code
value in the negative Response message.
It provides further information regarding the error being reported.
Set program call
A CallPath Services program call that allows a program to modify
a call profile characteristic for a particular call profile. A
separate Set program call exists for each call profile characteristic.
The Set program call associated with a particular call profile
characteristic overrides the value that was assigned to that
characteristic with the Initialize_Call_Profile program call.
An example of a Set program call is the Set_Return_Response program call.
Simple Network Management Protocol (SNMP)
A protocol that allows network management by elements, such as gateways,
routers, and hosts.
This protocol provides a means of communication between network elements
regarding network resources.
SNA
Systems Network Architecture.
SNMP
See Simple Network Management Protocol.
state
The condition of a connection within a telephone call that reflects
what the past action on that connection has been and that determines
what the next set of actions may be.
For examples, see Alerting state,
Connected state, and Idle state.
subsystem
See CallPath Services subsystem.
switch
Equipment that makes, breaks, or changes the connections between
telephone lines in order to establish, terminate, or change a telephone
call.
PBX switches reside on a customer's premises, while central office
switches reside within the telephone service provider's network.
The Philips IS PBX Series is one type of switch.
switch feature
A service provided by the switch that can be invoked by a program
or by manual telephone activity.
"Do not disturb" is an example of a switch feature.
switch message
Information that originates in a switch.
The CallPath Services
subsystem translates the information into a message format defined
by CallPath Services before presenting the message to a program. A
call-progress event message is one category of switch
messages.
Call_Alerting is an example of a call-progress event
message. Contrast with system message.
system event
An internal event (for example, an error or a program reload).
system message
Information that originates in the CallPath Services subsystem.
The subsystem presents the information to a program in a message format
defined by CallPath Services.
The Switch_Status message is an example
of a system message. Contrast with switch message.
Systems Network Architecture (SNA)
The total description of the logical structure, formats, protocols,
and operational sequences for transmitting information units through,
and controlling the operation of, networks. The structure of SNA
permits the end user to be independent of, and unaffected by, the
specific facilities used for information exchange.
T
telephone extension number
A field used to identify the telephone extension associated
with an agent's terminal.
telephone switch
See switch.
telephony
The use or operation of systems for the transmission of voice or
data communication between separate points.
thread
In OS/2, the smallest unit of operation to be performed within a
process.
tracking
See call tracking and resource tracking.
translate
A programming convention that means a parameter may be translated
to a specified value. See also equate.
trunk
Circuits that connect two switching systems, as opposed to
connecting a customer line to a switching system.
V
virtual storage
The storage space that may be regarded as addressable main storage
by the user of a computer system in which virtual addresses are
mapped into real addresses. The size of virtual storage is limited by
the addressing scheme of the computer system and by the amount of
auxiliary storage available, not by the actual number of main storage
locations.
voice call
A telephone call established for the purpose of transmitting
voice, rather than data, communications.
voice response unit (VRU)
Hardware or software, or both, that fields incoming calls by
playing one or more prerecorded messages.
The messages may require the caller to provide additional information
by pressing buttons on a touch-tone telephone keypad.
The sequence of messages played may be determined dynamically by this
additional input.
VRU
Voice response unit.
W
window
An area of the screen with visible boundaries though which
information is displayed. A window can be smaller than or equal in
size to the screen. Windows can overlap on the screen and give the
appearance of one window being on top of another.
