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Jargon Buster
The Telecommunication Industry is renowned for its acronyms and technical jargon.
This can make reading brochures and using phone systems very confusing.
This guide provides a brief explanation of commonly used terms you might come across:
A
Abbreviated Dialing - This allows you to dial your most frequently used telephone numbers; this is also called memory dialing, speed dialing, or short-code dialing.
ACD - Automatic Call Distribution - a specialised phone system used for handling many incoming phone calls and then distributing the calls between available staff in a logical pre-programmed pattern. It also keeps records and tracks what it does with great accuracy for future reference.
Analogue - A transmission method or way of sending voice, video and data using signals
Auto attendant - A device or a feature of some PBXs and phone systems that answers a call and lets the caller route their call to a specific extension or group, typically by inviting the caller to press number keys on their phone to select.
B
BLF Busy Lamp Field - The lights on the telephone or separate DSS consoles that show whether an extension is engaged or free.
C
Cabinet or CCU - The box (usually wall mounted) that contains the control circuitry for a PBX system. May be called the Key Service Unit (KSU) or Central Control Unit.
Call Barring This enables you to stop certain extensions from calling certain numbers like international numbers, directory enquiries and premium rate numbers, PIN numbers can be assigned to override call barring if required.
Call Forwarding - Feature which allows an incoming call to be sent elsewhere.
Call hunting - If a particular extension is not picked up after a specified interval, an incoming call can be passed on to nominated alternatives.
CLI - Caller Line Identification. A facility where the incoming call provides the telephone number it is dialling from. It usually required a digital extension to display the number on the telephone. The number will be shown on the telephone display
Conferencing - This describes when three or more people are connected into a single phone conversation.
CTI - Computer Telephony Integration. The ability to connect a computer to a telephone. For example, being able to automatically pop up and view MS Outlook Contact information relating to an incoming telephone call.
D
DDI - Direct Dial Inward - dialling a specific number to reach a specific person or department even though the call actually goes through a switchboard or PBX. This feature is only available on ISDN lines.
DECT - Digital Enhanced Cordless Telephony - a standard for cordless voice (and data) transmission using radio waves. Users can make and receive internal and external calls from anywhere on the premises if they are in range of any of the strategically positioned 'base stations'.
Default - The original settings of a program or some other configurable system. Same as 'factory settings'.
Dial tone - The tone that is heard when accessing an outside line.
Digital - Digital technology means that sound is transmitted as bits of data rather than audio waves, and in theory this has many advantages much clearer transmissions, for instance.
DISA - Direct Inward System Access. A person can call into the phone system on an analogue line and access an internal extension.
DSS - Direct Station Select. This function (typically a set of buttons) allows the operator to call or transfer a call to a particular extension with a single press of a button.
DSS Console Connects on to reception phone, showing extensions status, whether in use, free or set to forward to voicemail.
DTMF - Dual Tone Multi Frequency. Tones that are heard when dialling on an outside line or single line phone.
E
Extension - A unique number that identifies a phone - in practice, each telephone in a phone system.
H
Handsfree - Some phones ('speakerphones') have a built-in microphone and loudspeaker so that you can talk on the phone without picking up the handset.
I
IP Internet Protocol Protocol suite widely used on Ethernet networks. IP is a connection that provides packet routing, fragmentation and re-assembly through the data hubs.
ISDN - Integrated Services Digital Network. An all-digital network that runs as an alternative to the standard analogue system, providing multiple channels per line and high-quality voice and data connections. ISDN is available as ISDN2e (2-8 channels) or ISDN30 (8-30 channels)
IVR - Interactive Voice Response. The ability to direct callers to a specific an application on the system by inviting them to speak or press touch tone buttons on the phone.
K
Key system - A small type of phone system. Key systems typically use buttons or keys to access different outside lines.
KSU - Key Service Unit. The main cabinet that holds all of the switching electronics of a telephone system. Sometimes call a CCU or Cabinet (see above)
L
LAN Local Area Network
Least cost routing - Or LCR. This feature automatically chooses the least expensive phone line to the destination.
Lines - Connections to the outside phone network. The number of lines determines the number of incoming and outgoing calls that can simultaneously occur.
M
Message waiting - An indication on the phone (a lamp or a displayed message) that there's a message for the owner of the phone.
Modems - A device which converts digital signals (from a computer) into analogue form (for transmission over the telephone network). At the other end of the link another modem performs the reverse process.
Music on hold - Background music or messages heard when someone is put on hold.
N
NEC Infrontia Formally known as Nitsuko ltd
PBX - Private Branch Exchange. A switch used inside a private business as opposed to one serving the general public. Typically you have to dial 9 to get an outside line with a PBX system.
POTS Plain Ordinary Telephone same as phones used in homes.
s
Screen popping - A facility in some CTI where a call arrives at a user's desktop and the caller's details are automatically retrieved from a database to 'pop up' on the recipient's screen.
T
Touch tone - The tones that are generated when dialling out or pressing a number on the dial pad.
Two-way recording - The ability to record your phone conversation.
Two-way transfer - Permits an extension user to record a conversation in another person's mailbox.
V
Voicemail - A facility that allows the caller to leave a message. It may also enable an internal caller to send interoffice messages to multiple recipients. Most systems allow employees to retrieve their messages from other phones both inside and outside the office.
VOIP Voice Over Internet Protocol Telephone calls over the Internet or local area network.
W
WOC Windows Operating Console. Used by receptions and call centres to see what is in use on Telephone system. Used with screen popping and caller ID.
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