Application Tools Reference

Glossary of Terms and Abbreviations

A

ACD

See 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 calling parties dial to access any one of the multiple agents in an ACD group. After 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.

ACD queue

A series of calls waiting to be routed to an agent in the ACD group.

agent

A Customer Service Representative whose job it is to handle incoming or outgoing telephone calls, for example an agent in an ACD group.

agent identifier

The identifier of an ACD agent. An agent identifier can be different from the agent's directory number.

alerting

See call alerting.

analog

A method of transmission in which the transmitted signal is comparable to the original signal.

ANI

See Automatic Number Identification.

API

See Application Program Interface.

application program

The computer program that is using the CallPath Enterprise API. It can be a user-written program or a CallPath Enterprise application.

Application Program Interface (API)

A protocol boundary between an application program and a computer control program. The CallPath Enterprise API consists of program calls that an application program can invoke and a set of event messages that an application program can request the CallPath Enterprise Server to send to it.

Automatic Call Distribution (ACD)

A service that allows incoming calls, directed to the same dialed number, to be routed to one of multiple agents.

Automatic Number Identification (ANI)

A service offered by commercial telephone networks that provides the billing directory number associated with a calling party. This is the telephone number of the incoming call. This information is used for call setup activities and can be used by the application program communicating with the CallPath Enterprise Client as a key for retrieving data from host computer applications.

B

blind conference

A type of conference. A party in an existing telephone call, the conferencing party, includes another party in the call without first advising the new party.

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. A call can also be an attempt by a caller to reach one or more parties by using a telephone, whether or not the attempt is successful.

CallID

An identifier for a call appearance. A callID is used to identify a party's participation (call appearance) in a telephone call. A telephone call can be identified by one or more callIDs.

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 the telephone ringing or a message being displayed on the telephone.

call appearance

A grouping of party information and call information. A call appearance describes a call from the perspective of a single party.

call center

A customer business center where initial access is by telephone. Examples of call centers include help desks, order desks, and customer service centers. Call center employees usually have terminals for access to information stored in databases on host computers.

Call Control Table

A series of instructions that tell the system how to handle incoming and outgoing calls. Each instruction is referred to as a step.

call distribution

See Automatic Call Distribution (ACD).

call progress event message

A category of event messages that indicates that the state of a phone call has changed. For example, when a call is changing state from alerting to connected. See also event message.

Calling Line Identification (CLID)

A generic term for switch features that identify the calling line. An example is Automatic Number Identification (ANI), which provides the billed directory number, which may or may not be the same as the calling line.

CallPath Enterprise

IBM's computer telephony platform. It consists of a family of products that enable integration of a telephone system with application programs and additional options to include voice and data transfer between switches, ACD monitoring, reporting, skills based routing, and others.

CCT

See Call Control Table.

Central Office (CO) switch

A telephone switching system that resides in the telephone service provider's network. There are different types of central office switches, depending upon the role of the switch within the telephone network. Commonly, a central office switch connects customer lines to other customer lines or customer lines to trunks and is the point at which local subscriber lines terminate for switching to other lines or trunks.

CLID

See Calling Line Identification.

client-server

The model of interaction in distributed data processing in which a program at one site sends a request to a program at another site and awaits a response. The requesting program is called a client; the answering program is called a server.

Common User Access (CUA)

A set of design standards providing the CallPath Enterprise Client with an easy-to-use interface, consistent with other IBM OS/2 software applications.

conference call

A telephone call consisting of three or more parties.

configure

To describe to a system the devices, optional features, and programs installed on the system.

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.

CO switch

See Central Office (CO) switch.

coordinated voice and data transfer

The transferring of both a telephone call and the data associated with that telephone call from one agent to another. Some or all of the data associated with the telephone call is moved from the first agent's display screen to the second agent's screen, as determined by the application program requesting the transfer.

CSR

See Customer Service Representative (CSR). Synonym for agent.

CUA

See Common User Access.

Customer Service Representative (CSR)

A customer service person, or agent, whose job it is to handle outgoing or incoming calls, for example, a CSR is an agent in an ACD group.

D

daemon

A process which connects to the CallPath Enterprise Server and provides services to that server corresponding to functionality defined by the CallPath Enterprise API. For example, the CallPath Enterprise Configuration Daemon is the daemon which services the APIs used by the CallPath Enterprise Configuration and Management Utility.

database

A collection of interrelated data stored together with controlled redundancy according to a scheme to serve one or more applications.

DDI

See Direct Dialing In.

default value

A value that is automatically supplied or assumed by the CallPath Enterprise subsystem and the program when no value is supplied by the program.

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 both call the same call center switch. DNIS tells the switch which of the 1-800 numbers was actually dialed. DNIS can be used by the CallPath Enterprise Client to automatically select between several host computer applications.

DID

See Direct Inward Dial.

digital

The use of binary code to represent information.

Direct Dialing In

The European equivalent of Direct Inward Dial. See Direct Inward Dial.

Direct Inward Dial

A Direct Inward Dial (DID) telephone line connects the caller directly to an inside extension, allowing an outside caller to call internal extension without going through an 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. For example, a party might have two connections to different parties established at a single directory number.

DND

See Do not disturb.

DNIS

See Dialed Number Identification Service.

DLL

See Dynamic Link Library.

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 was defined, treated as if the called line were busy. The target telephone is not alerted.

dynamic linking

The delayed linking of a program to a routine so that the routine is not linked until load or run time.

dynamic link library

A file containing a dynamic link routing that is linked at load or run time.

E

event message

A message sent to an application program. It allows the application program to know when an external event has occurred (for example, when a call has been disconnected) or when a program call request has been completed.

See also call progress event message, system event message, and response message.

extension

(1) A telephone number that 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 private branch exchange (PBX).

(4) A monitored resource.

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

graphical user interface (GUI)

A graphics-based user interface that incorporates icons and pull-down menus, as found in OS/2 and Windows.

group definition

A list of directory numbers.

GUI

See Graphical user interface.

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.

I

ILB

Intelligent Load Balancing.

inbound 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 incoming call. Contrast with outbound call.

incoming call

Synonym for inbound call.

indicator

Information provided by the CallPath Enterprise subsystem to a program. fStart is an example of an indicator that has two states:

• TRUE
• FALSE

INI file

The INI file located in the present working directory containing a DIAG section, a DISPATCHER section, and an INITIALIZATION section.

Integrated Service Digital Network (ISDN)

A set of standards that govern access to digital transmission networks. Two standard interfaces have been defined. One is called the basic rate interface, and provides for two 64 Kbps channels ("B" channels) that can carry either data or digital voice, and a 16 Kbps "D" channel for signaling and management. The other interface is called the primary rate interface, and consists of twenty-three 64Kbps "B" channels (30 in Europe) that can carry either data or digital voice, and a 64 Kbps "D" channel for signaling and management.

Note:

ISDNs are used in both public and private networks.

intelligent answering

Coordination of an inbound telephone call with a computer display of information about the call. The CallPath Enterprise Client can use telephony data, such as ANI and DNIS, to provide intelligent answering for incoming calls.

Interactive Voice Response (IVR)

Synonym for Voice Response Unit.

Inter-Switch Intelligent Call Transfer

The ability to transfer call data between switches.

ISDN

See Integrated Service Digital Network.

IS-ICT

See Inter-Switch Intelligent Call Transfer.

IVR

Interactive Voice Response. Synonym for VRU.

L

LAN

See Local Area Network.

line

A monitored or external resource.

local

Pertaining to a system or device accessed directly without use of a telecommunication line. Contrast with remote.

local area network

A data network located on the user's premises which uses serial transmission for direct data communications among devices, such as workstations. In a CallPath Enterprise Client installation, the workstations, servers, and archive all communicate over the LAN. Host communications may also take place over the LAN.

M

message

Information that originates in the CallPath Enterprise subsystem (although it may be triggered by the telephone switch) and is presented to the application program to notify it of an event.

monitoring

A service provided by the CallPath Enterprise in cooperation with a telephone switch. Monitoring allows an application program to request that specified call progress or system messages be sent to the program when activity involving a specified resource occurs.

N

network ACD

Network ACD allows ACD agent groups, at different locations, to service calls over the network independent of where the call first entered the network. Call data is transferred across the network with the call.

null value

A parameter of field position for which no value is specified.

O

off-hook

Activated (in regards to a telephone set). A telephone in use is considered off-hook. Contrast with on-hook.

on-hook

Deactivated (in regards to a telephone set). A telephone not in use is considered to be on-hook. Contrast with off-hook.

outbound dialer

A service provided by the CallPath Enterprise in which an outbound call is selected for an agent upon specifying availability. The call can be placed directly by the agent (see preview dialing) or by an external application (VRU) which places the call on behalf of an agent and screens any unsuccessful dials from the agent (see power dialing).

outbound call

A telephone call that was originated by a party associated with the local switch and that is directed toward a remote party. Contrast with inbound call.

outgoing call

Synonym for outbound call.

P

party

An addressable participant of a telephone call. Multiple parties in different calls may exist on the same extension. See also virtual party.

PBX

See Private Branch Exchange.

pilot number

See ACD pilot number.

power dialing

A type of computer-assisted dialing where calls are dialed, but are not sent to agents until someone has answered the call. Agents do not initiate the call and are unaware of the number that is dialed until information about the call appears on their workstation. See also preview dialing.

preview dialing

A type of computer-assisted dialing where calls are dialed by an agent on the agent's line. Because the agent initiates the call, the agent spends time on the call regardless of whether or not the customer was successfully reached. See also power dialing.

Private Branch Exchange (PBX)

A switching system located on a call center's premises that concentrates the number of inside lines into a smaller number of outside lines (trunks). Many PBXs also provide advanced voice and data communications features.

process

A program that is currently executing on a computer. For example, one of the CallPath Enterprise components such as the CallPath Enterprise Client.

program call

The means by which an application program requests a CallPath Enterprise API function. A program call is a synchronous call/return execution of the function associated with the particular program call being invoked.

program call request

A type of program call that requests the CallPath Enterprise Server to perform a specific action on the telephony system (for example, making a phone call). All program call requests will return an asynchronous response event message that indicates the success or failure of the request.

protocol

A set of rules governing the communications between functional units, such as device drivers.

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 -- for example, an ACD group.

R

remote

Pertaining to a system or device that is accessed through a telecommunication line. Contrast with local.

remote INI file

The INI file pointed to by the RemoteINIs setting in the INI file. It contains all INI settings for a CallPath Enterprise installation except the DIAG, DISPATCHER, INITIALIZATION, and DAEMONS sections which are contained in the INI file.

remote procedure call (RPC)

An API that supports the ability for application programs running on one computer to make program calls to execute procedures or access data on another networked computer. With the RPC API, the RPC client is the application program making the request and the RPC server is the application program that executes that request.

request

See program call request.

response

See response message.

response message

A message sent to an application program indicating the success or failure of a previously issued program call request.

résumé

A list of skills that an agent possesses.

routing resource

A resource used to route a call. The routing resource might route a call based on criteria such as day of the week. Each switch manufacturer refers to a routing resource differently:

• Siemens 9751 CBX Model 9006/Hicom 300E: RCG
• Avaya DEFINITY G3 switch: VDN
• Nortel Meridian SL/1 switch: CDN
• Nortel DMS-100 switch: SDN or CDN

RPC

See Remote Procedure Call.

S

screen pop

A screen pop is a window or dialog containing information that relates to a call. The screen pop typically appears on an agent's workstation before the call is answered.

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.

SDK

Software Development Toolkit.

skill

The expertise that a caller requires, or that an agent possesses.

skill expression

An expression containing valid skills and logical operators (AND, OR, NOT) which represent the skills required to handle a specific call. This allows the agent whose skills best match the call to be selected to handle the call.

state

The condition of a connection within a telephone call that reflects what the past action on the connection has been and that determines what the next set of actions may be.

state transition

The act of moving from one state to another.

switch

Equipment that makes, breaks, or changes the connections between telephone lines in order to establish, terminate, or change a telephone call. Private branch exchange switches reside on a customer's premises, while central office switches reside within the telephone service provider's network.

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 Enterprise translates the information into an event message format defined by the CallPath Enterprise architecture before presenting the message to a program. A call progress event message is one category of a switch message. TADS_ALERTING_EVENT is an example of a call progress event message. Contrast with system message.

system administrator

An individual responsible for installing, configuring, and managing the CallPath Enterprise Client.

system event message

A type of event message that indicates a system status change of one of the CallPath Enterprise components. For example, a system event message can be generated if the CallPath Enterprise Interface connection to the switch is broken.

T

TADS

See Telephony Application Development System.

TCP/IP

See Transmission Control Protocol/Internet Protocol.

telephone switch

See switch.

telephony

The use of operation of systems for the transmission of voice or data communications between separate points.

Telephony Application Development System (TADS)

A previously offered CTI enabling solution by IBM. Some parts of CallPath Enterprise are based on the TADS architecture. For compatibility reasons, the TADS terminology is used by the CallPath Enterprise API.

token ring

A network with a logical ring topology that passes tokens from one attaching device to another (for example, the IBM Token-Ring Network).

Transmission Control Protocol/Internet Protocol (TCP/IP)

A set of communications protocols that support peer-to-peer connectivity functions for both local and wide area networks.

transition

See state transition.

trunk

Circuits that connect two switching systems, as opposed to connecting a customer line to a switching system.

U

User-to-User Interface (UUI)

Part of the ISDN network protocol that allows current program and call-related information to be passed along with the call as the call moves from one program to another or one switch to another. See also Integrated Services Digital Network.

UUI

See User-to-user interface.

V

virtual party

A type of party that acts as a temporary place holder in a telephone call and is later replaced by a "real" party. A virtual party does not represent an actual device or person. It is identified by a special directory number or numbers. Virtual parties are used to accomplish functions where, at a certain point, only a single real party is known. A virtual party could be used, for example, in establishing a telephone call when only a single real party has been identified at the time the call establishment is requested.

voice call

A telephone call established for the purpose of transmitting voice, rather than data, communications.

Voice Response Unit (VRU)

A system that uses prerecorded voice responses to provide information in response to data or voice input from a telephone caller. The sequence of messages may be determined dynamically by this additional input.

VRU

See Voice Response Unit (VRU). Synonym for IVR.

W

workstation

A terminal or personal computer connected to a host computer or on a network at which a user can run applications. For example, the CallPath Enterprise Client workstation can be an IBM PC on a local area network that is communicating to a CallPath Enterprise Server workstation using the TCP/IP protocol. An agent can do processing locally on the workstation or remotely on the host.