Server Planning, Installation, and Problem Determination Guide

Glossary

This glossary defines all terms and abbreviations used in this publication that may be new or unfamiliar as well as previously defined terms that you may want to look up.

This glossary includes terms and definitions from:

The Dictionary of Computing, SC20-1699.
The American National Standard Dictionary for Information Systems, ANSI X.3172-1990, copyright 1990 by the American National Standards Institute (ANSI). Copies can be purchased from the American National Standards Institute, 1430 Broadway, New York, New York 10018. Definitions are identified by the symbol (A) after the definition.
The Information Technology Vocabulary, developed by Subcommittee 1, Joint Technical Committee 1, of the International Organization for Standardization and the International Electrotechnical Commission (ISO/IEC JTC1/SC1). Definitions of published parts of this vocabulary are identified by the symbol (I) after the definition; definitions taken from draft international standards, committee drafts, and working papers being developed by ISO/IEC JTC1/SC1 are identified by the symbol (T) after the definition, indicating that final agreement has not yet been reached among the participating National Bodies of SC1.
The following cross-references are used in this glossary:

Contrast with. This refers to a term that has an opposed or substantively different meaning.
See. This refers the reader to multiple-word terms in which this term appears.
See also. This refers the reader to terms that have a related, but not synonymous, meaning.
Synonym for. This indicates that the term has the same meaning as a preferred term, which is defined in the glossary.

Acronyms are defined under their expanded form.

A
ACD: Automatic call distribution.
ACD group: The set of multiple agents assigned to process inbound calls that are directed to the same dialed number. The ACD feature of the switch routes the inbound call to one of the agents in the ACD group based on such properties as availability of the agent and length of time since the agent last completed an inbound call.
ACD pilot number: The telephone number that calling parties dial to access any one of the multiple agents in an ACD group. Once the inbound call arrives at the ACD pilot number, the ACD service can then route the call to one of multiple agents in the ACD group.
advanced program-to-program communication (APPC): An implementation of the Systems Network Architecture (SNA) and synchronous data link control (SDLC) LU 6.2 protocol that allows interconnected systems to communicate and share the processing of programs. APPC allows CallPath Server to control and influence the actions of a switch through the SwitchServer/2 protocol converter.
agent: A call center employee whose job is to handle outbound or inbound telephone calls, for example, an agent in an ACD group.
ANI: Automatic number identification.
API: Application program interface.
APPC: Advanced program-to-program communication.
application program: A program used to connect and communicate with stations in a network, enabling users to perform application-oriented activities.
application program interface (API): A protocol boundary between an application program and a computer control program. The CallPath Server API consists of program calls that an application program can invoke in order to request functions be performed by the CallPath Server 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 Server subsystem.
automatic call distribution (ACD): A service that allows inbound 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 inbound calls, by directing each call to the first available agent. The common dialed number is often referred to as the ACD pilot number.
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 will not always be the same as the telephone number of the calling party.
C
call: A physical or logical association between two or more parties. A held telephone call has two or more parties logically connected although they are physically disconnected.
call center: A customer business center where initial access is by telephone. Employees of call centers often have terminals for access to data base information.
call distribution: See automatic call distribution (ACD).
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 Server subsystem: The component of the computer control program that supports the CallPath Server application program interface and provides a mapping between a CallPath Server program call or message and the protocols supported by a particular switch.
CallPath Services Architecture: 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.
SwitchServer/2: Protocol converter and message mapper that facilitates communications between voice/data application programs and telephone switches.
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.
CBX: Computerized branch exchange.
central office (CO) switch: A telephone switching system that usually 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: Calling line identification.
computerized branch exchange (CBX): An exchange in which a central node acts as a high-speed switch to establish direct connections between pairs of attached nodes.
CO switch: Central office switch.
conference call: A call with three or more parties connected in one conversation.
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.
consultation call: A call that is made after placing a previously connected call on hold, allowing an agent to consult with another agent. The first agent can reconnect with the party on hold after acquiring information from the consulted party.
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.
D
data call: A telephone call established for the purpose of transmitting data, rather than voice, communications.
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.
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.
DNIS: Dialed number identification service.
E
Ethernet: A 10-megabit baseband local area network that allows multiple stations to access the transmission medium at will without prior coordination; avoids contention by using collision detection and transmission. Ethernet uses carrier sense multiple access with collision detection (CSMA/CD).
F
forward: A switch feature that temporarily redirects inbound calls. The inbound 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, pull-down menus, and a mouse such as found in OS/2, Presentation Manager and Windows.
GUI: 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.
I
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.
intelligent answering: Coordination of an inbound telephone call with a computer display.
L
LAN: Local area network.
local area network (LAN): A data network located on the user's premises in which serial transmission is used for direct data communications among data stations.
logical unit (LU): A software port through which an end user gains access to the SNA network in order to communicate with another end user, and through which the end user gains access to the functions provided by system services control points (SSCP). An LU can support at least two sessions, one with an SSCP, known as an SSCP-LU session and one with another LU, known as an LU-LU session. An LU can support many sessions with other logical units.
LU: Logical unit.
LU 6.2: An LU-LU session protocol as defined by SNA to support distributed processing; also known as advanced program-to-program communications (APPC) protocol.
M
message: Information that originates in a switch or is generated by the CallPath Enterprise subsystem. The CallPath Enterprise subsystem translates the information, if necessary, into a message format defined by CallPath Enterprise before presenting the message to a program.
monitoring: A service provided by CallPath Enterprise 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.
MOTIF: An Open Software Foundation (OSF) trademarked name for a type of graphical user interface.
O
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.
P
PBX: Private branch exchange.
pilot number: See ACD pilot number.
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.
predictive dialing: A type of computer-assisted dialing in which an application program places calls to prospective customers on behalf of agents. The program, rather than an agent, determines which customers to call. Further, the program may request that one or more telephone calls be made at a time when all agents are already involved in calls. The program, in this situation, predicts that some number of the outbound telephone call attempts will be unsuccessful and that by the time one of the calls is successfully answered by a customer, one of the busy agents will have become idle and can handle the call.
preview dialing: A type of computer-assisted dialing in which an application program presents to an agent a list of suggested telephone call targets based upon information stored in a database. An agent chooses a target from the list and directs the application program to place a telephone call to the indicated target. Contrast with progressive dialing.
private branch exchange (PBX): A switching system located on a customer's premises that concentrates the number of inside (extension) lines into a smaller number of outside (trunk) lines. Many PBXs also provide advanced voice and data communication features. Contrast with computerized branch exchange (CBX).
program call: The means by which a program requests a CallPath Server function.
progressive dialing: A type of computer-assisted dialing in which an application program selects a list of telephone targets based upon information stored in a database and places the call for the agent when the agent is available. The call is started at the same time as the screen appears to the agent. Contrast with preview dialing.
protocol: A set of rules governing the operation of a communications system that must be followed for communications to take place.
R
request: The formatted information that the CallPath Server subsystem sends to a switch as a result of a program issuing a CallPath Server program call.
resource: One of the following: a directory number, a group definition ID, a pilot number, or an agent identifier.
S
Simple Network Management Protocol: 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.
SMIT: System Management Interface Tool.
SNA: Systems Network Architecture.
SNMP: Simple Network Management Protocol.
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 usually 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.
System Management Interface Tool (SMIT): A menu-driven, resident comment-building facility that presents complex system management tasks in an organized manner.
Systems Network Architecture (SNA): The description of the logical structure, formats, protocols, and operational sequences for transmitting information units through, and controlling the configuration and operation of, networks.
T
telephony: The use or operation of systems for the transmission of voice or data communication between separate points.
TCP/IP: Transmission Control Protocol/Internet Protocol.
token ring: A network with a 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.
V
voice call: A telephone call established for the purpose of transmitting voice, rather than data, communications.
voice/data application program: Computer program designed to combine call handling and data processing capabilities.
voice/data integration: Merging telecommunications (voice) and computerized data processing (data) technology.
voice processing system (VPS): Hardware or software, or both, that fields inbound 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.
VPS: Voice processing system.
W
workstation: A terminal or personal computer, usually one that is connected to a mainframe or within a network, at which a user can run applications.
X
X Server: The software resident on an Xstation that sends and receives X protocol commands to hosts running applications on the network.
Xstation: A terminal with a central processing unit (CPU) and a network connection. An Xstation does not have an operating system and runs only the X Server software. Xstations are useful in facilities with minicomputers and mainframes that have to provide standard graphics capabilities to many users. An Xstation is capable of being used as a Motif terminal, and can interact with other hosts running X Server software, some of which may be application programs enabled by CallPath Server.

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