Glossary

AAC
Short for Advanced Audio Coding. Currently lagging behind MP3 in the popularity stakes, despite offering superior reproduction file sizes some 30 percent smaller.
ABBREVIATED DIALLING
A system of short-codes that represent long phone numbers. Used especially for frequently called numbers.
ACCOUNT CODE
A facility that lets you assign an account code to each call, so costs can be assigned to particular projects or clients.
ADSL
Asymmetric Digital Subscriber Line. An ADSL circuit is much faster than a regular phone connection but unlike a phone line, an ADSL circuit must be configured to connect two specific locations, similar to a leased line.
AGENT
A member of a call centre who receives inbound or makes outbound calls.
ALGORITHM
A process or set of rules necessary for a computer or intelligent device to perform a task, such as voice compression. ALTERNATIVE ROUTING
If the leased lines are fully occupied or unavailable for some other reason, alternative routing through the public network to allow a cost-effective, different route to be used for inter-site calls. ANALOGUE
A type of voice transmission where the telephone system transmits an electrical current which is analogous to the human voice, i.e the louder the voice, the stronger the current
ANSWER DETECT
Where the telephone system makes outbound calls and on answers identifies network tones such as ringing, engaged, unobtainable faxphones and answerphones and filters these out, only sending live calls through to an agent.
ARCHITECTURE
The overall design of hardware or software. If the description is 'open architecture this means it is generally compatible with major, as opposed to proprietary, applications.
ASCII
Amercian Standard Code for Information Interchange. The computer code that represents text as numbers so that it may be transferred and read by nearly any computer in the world.
ASCII text is often referred to as plain text.
ASYNCHRONOUS
A transmission method where information is transferred one discrete character at a time and is delineated by a start and stop indicator at the beginning and end of the character. ASYNCHRONOUS TRANSFER MODE (ATM)
An international standard for high-speed packet-switched networks that operates at digital transmission speeds above 1.544 Mbps. ATM specifies how diverse kinds of traffic are transformed into standardised packets.
AUTO ATTENDANT
Where an inbound call is answered by a recording which asks the customer to either press buttons on the keypad or state which extension they want. The system then automatically routes your call.
AUTOMATIC CALL DISTRIBUTION
(ACD) A system for handling call volumes which automatically offers the next call to the agent waiting for the longest period. These systems are now very sophisticated and can provide a wealth of reports.
BACKBONE
The primary network for the internet. The backbone consists of the primary signal carriers such as Sprint, UUNct/WorldCom and others. The backbone is a very high bandwidth "super highway" which most ISPs either directly or indirectly connect to.
BANDWIDTH
Is a measurements of how many bits that can be sent across a connection at the same time, usually measured in bits per second (BPS).
BASIC RATE INTERFACE (BRI)
Describes an ISDN connection usually comprising of two 64K bit per second voice or data streams and one 16 bit per second signalling/data channel. Also referred to as ISDN2.
BAUD
The number of signals sent per second, usually a modem. The baud rate does not necessarily equate to BPS since most modern modems can cram more bits per second into a single signal. B-CHANNEL
The message bearing 64K bit per second voice or data stream on a basic Rate ISDN line. B Channels are used for digital transmission of high speed data and video.
BINARY
A numbering system consisting of zeros and ones. Computers are binary and "speak" in binary. Literally, on computers, binary equals on or off.
BIT
The single unit of information in binary, that is, 1 or 0, on or off. Eight bits create a byte of information. ASCII code uses a byte to represent each character of text.
BLUE-RAY
Just when you thought you'd got the hang of DVDs, along comes a new monster-sized DVD format that can store up to 27GB per side, promising more features and higher-quality audio and video. BLUETOOTH
The hugely-hyped wireless technology that promises to do away wires in homes and offices by connecting up our computers and other digital miscellany with radio waves. BPS
Bits Per Second. The number of bits of data sent per second over some form of communication line.
BROADBAND
Hailed as the panacea to all web woes, broadband - or high speed Internet - offers speeds up to ten times faster than your average home modem. The current standard is 512Kbps but expect speeds to shoot up.
BYTE
Each byte consists of 8 bits and would be displayed such as 10101010. 8 bits or 1 byte can represent the 256 different characters of ASCII.
CALL ACCOUNT MANAGEMENT
(CAM) See Call Management System
CALL BARRING
Allows you to bar all or certain outgoing calls except for pre-programmed numbers and emergency numbers (applies to handset barring, not line barring).
CALL CENTER
An office of agents or advisors taking inbound calls / making outbound calls - usually telemarketing or telesales. CALL LOGGING
A simpler version of
CMS/CAM.
This provides a printout of details of every call handled by a phone system and can also produce periodic reports of the total traffic handled by the system.
CALL MANAGEMENT SYSTEM (CMS)
A PC connected to the phone system, running software which gathers data such as the time, duration, waiting time, number dialled, extension used for every call on the system. It provides management reports on service levels and cost allocation.
CALL PICKUP
A facility that lets you answer someone else's ringing phone without leaving your own desk.
CALL SCREENING
Allows you to hear an incoming caller so you can decide whether or not to take a call.
CALL WAITING
A function that generates a tone to warn someone using the phone that another call is waiting.
CALLING LINE IDENTITY (CLI)
A feature which enables the callers own telephone number to be forwarded at the same time as their call, enabling identification. CGI
Common Gateway Interface. A method that allows a web server to communicate and interact with another program on the web server and vice versa
CIRCUIT SWITCHING
The transmission technique in which a physical circuit is established between sender and receiver before transmission takes place. When the transmission is complete, the circuit is freed.
CLASS OF SERVICE
This specifies the facilities available to users within a phone system, for instance, whether a particular extension is allowed to make outgoing calls, or whether one extension is allowed to 'intrude' on another extensions call.
CLIENT
A personal computer in a client / server environment. When called a thin client, this refers to a network computer.
COM PORT
The communications port (serial port) on the back of a computer that allows for devices such as modems to be connected and used by the computer. The COM port can also be internal, as specified by the operating system of the computer and the device.
COMPUTER SUPPORTED TELEPHONY APPLICATIONS (CSTA)
The language used between computers and telephone systems, set to a specific standard by European Computing Manufacturing Association.
COMPUTER TELEPHONE INTEGRATION (CTI)
Where the computer and the telephone interact with each other, enabling you to give commands to the telephone through your PC.
CONTACT CENTRE
Where a call centre is enabled to handle a number of different customer contact methods, i.e. voice, e mail, web, letters, faxes.
CUSTOMER RELATIONSHIP MANAGEMENT - CRM
Where companies use a variety of methods and contact strategies to build lasting and profitable relationships with customers, retaining their custom and generating more revenue.
DASS or DASSII
Standing for Digital Access Signalling System, this describes the method used in the UK for communication ISDN30.
DATA COMPRESSION
Data compression refers to techniques used to reduce the amount of computer memory space or transmission resources required to handle a given quantity of data usually achieved through the application of algorithms to the data transformation process.
D-CHANNEL
The D comes from Data and is used to describe the 16k bit per second data/signalling stream on a Basic Rate ISDN line. The D-Channel is used to transmit network control signals for setting up phone calls.
DECT (DIGITALLY ENHANCED CORDLESS TELECOMMUNICATIONS)
This is the standard for cordless communications. Using advanced digital radio techniques, it makes very efficient use of the available radio spectrum and provides high quality sound and extremely high security.
DIGITAL PRIVATE NETWORK SIGNALLING SYSTEM (DPNSS)
The main type of digital private networking, it is similar to ISDN30 in that it comes in 2 megabit blocks, each capable of carrying up to 30 simultaneous telephone calls.
DIRECT DIAL INWARD (DDI)
Where you can dial directly into a company and reach an extension without going through a switchboard operator.
DIRECT DIAL SYSTEM ACCESS (DISA)
This allows executives working from home to dial into the office and use all the office phone system facilities. Especially useful if making international business calls from home, as the bill would be sent to the company, not the individual.
DOMAIN
A realm of control. On the internet, there are several levels of domains each being a unique name for the collection of computers connected together in a unified network or networks.
DTMF
The term used for the tones generated by a touch-tone telephone. Each button on the telephone handset is represented by two simultaneous tones, one of a high frequency and one of a low frequency.
DUPLEX OPERATION
Two channels available allowing two parties to speak and listen simultaneously. Used for handsfree speech.
DV
The Pro's choice in video recording, Digital Video refers to the recording, manipulation and storage of video in a digital format DVD
Digital Versatile Disc - the shiny discs hold nearly eight times the amount of data a standard CD can, resulting in full length movies with pin-sharp pictures and lush sound.
DVD+RW
See DVD-RW.
DVD+RW is near identical but with larger capacity at 3GB per side(against RW's 2.6GB). Supported by Sony, Phillips and Hewlett-Packard.
DVD-A
A new audio format that promises richer sound reproduction , DVD-Audio also guaranteed a healthy future thanks to the worldwide popularity and adoption of DVD players.
DVD-R
Recordable DVD's that, once used, your stuck with. Likely to be replaced by the -RW and +RW re-writable DVD formats.
DVD-RAM
DVD-RAM comes in a caddy and the discs only have a storage capacity of 2.6GB. They won't play back on any current DVD-Video players.
DVD-RW
The DVD consortium's creation, re-writable DVD's work in a similar manner to CD-RW.
E-COMMERCE
Trading where the transaction including payment takes place over the internet.
ELECTRONIC DATA INTERCHANGE - EDI
The exchange of trading information through the use of an electronic messaging system.
E-MAIL CLIENT
A program that allows you to send and receive e-mail. Popular e-mail clients include Eudora, Microsoft Outlook, Express and Netscape Communicator.
EMS
Enhanced Message Service. A halfway house between today's common SMS and tomorrow's all-singing, all dancing MMS. Expect basic images, sounds and short animations on a tones 'n' logos website near you.
ENCRYPTION
The conversion of data into a secret code meant to prevent unauthorised access to confidential information transferred over the internet or other networks. Encryption relies on passwords or code keys for conversion.
EQ
Short for equalizer, the display on your stereo or music player that tells you what frequencies are playing.
EURO ISDN
A new ISDN signalling system designed to provide a European standard for ISDN.
EXTRANET
A network using the internet, that can be viewed as part of a company's intranet that is private but extended to specified users outside the company such as special customers or suppliers.
FILE COMPRESSION
A method of storing files that uses less hard drive space that regular file formats. Compressed files cannot be used until they have been decompressed. Compressed files are easier to send across the Internet since they take less time to send and receive.
FIREWALL
A computer or other piece of hardware or software set up to manage traffic between an Internet site and the Internet. It's designed to keep unauthorised users from tampering with a computer system or network.
FIREWIRE / I.LINK
A relative newcomer to the ports of notebooks and iMacs, a firewire also know as IEEE 1394 or Sony i.Link-socket allows data transfer at speeds up to 400Mbps(400 million bits per second).
FTP
File Transport Protocol. The protocol used to copy files from one computer to another. FTP is also used as a verb to indicate the process of uploading or downloading a file using FTP.
GATEWAY
A computer or other device that links two networks, routing and often converting protocols or messages from one network to the other. The term can also refer to a system capability that provides direct access to other remote networks or services.
GIF
A common format for image files using compression. GIF format files of simple images are often smaller than the same file would be if stored in JPEG format, but GIF format cannot save files with more than 8 bit color unlike JPEG.
GPRS
General Packet Radio Service. Harking back to the retro technology of radio waves, GPRS-enabled mobiles are capable of downloading web pages, email and other data at near 28.8k modem speed. GPRS is sometimes know as 2.5G.
GPS
Developed by the US military, used by hapless motorists, Global Positioning System allows anyone with GPS-enabled handset to find out where they've got lost using the 24 GPS satellites in orbit.
GROUP HUNTING
An incoming call is sent to the first free extension in the 'group'. The composition and hunting order of groups can be programmed and changed at will.
GSM
Global System for Mobile Communications. GSM is the network underlying most of Europe and Asia's mobile phone systems although the US - a tad inconveniently works on a different system, AMPS (Advanced Mobile Phone System).
HANDS-FREE
This lets you use the phone via a microphone and loudspeaker, without picking up the handset.
HOT LINE
An extension set up for 'hot line' operation makes a direct connection as soon as the handset is lifted.
HYBRID SYSTEM
A telephone system that may be configured in a number of ways, for instance as a Key-system (without a central operator) or as a PBX (with a central operator).
INTELLIGENT ROUTING
This will route callers based on a number of parameters including information on the caller, on the call itself, queue status, agent status and the present situation.
INTERACTIVE VOICE RESPONSE - IVR
Where an inbound call is answered by a recording which requests the customer to press buttons on the keypad, or speak, in response to a menu of options.
INTERNET
A global system of computer networks where information available on a computer can be viewed by other computers throughout the world, messages can be sent and received, programmes downloaded and transactions take place electronically.
INTRANET
A network of networks that uses the Internet but is contained within a controlled environment, for example internal company information that is viewed only by its employees.
ISDN
Integrated Digital Services Network. An all digital network which may carry both voice and data and is usually leased in bundles of 30 trunks.
ISDN2
A term used in the UK to describe Basic Rate ISDN. The 2 refers to the number of channels available.
ISDN30
A term used in the UK to describe Primary Rate ISDN. 30 Represents the maximum number of digital channels available on an E1/ISDN line.
J2ME
Java 2 Micro Edition. The mobile phone version of the web programming language. Perfect for mini applications and games that you can download onto your mobile
KBPS
Kilobytes per second a measurement for the speed of a data transfer.
LCD
Liquid Crystal Display monitors and TV sets are not only beautiful flat but boast a brighter and more colourful picture than your average cathode ray monitor or TV. LOCAL AREA NETWORK - LAN
Used to link computers and other devices, such as printers and faxes, a LAN enables computers to share files and resources. MD
The acronym for Sony's square shaped MiniDiscs. Capable of storing a good five hours of music. Durable as old boots too.
MEGAPIXELS
Usually refers to camera technology. One megapixel equals 1,000 pixels. Digital cameras usually fall in the range of 2-4 megapixels. The more megapixels the better your image quality.
MEGASTREAM
The commercially available leased circuit operating at 2.048 Mbps.
MESSAGE DISPLAY
A text-oriented display panel on a phone, used to display messages, dialled numbers, call duration etc.
MESSAGE WAITING
If a phone is not answered, you can order message waiting. This lights a 'message lamp' on the phone you have called. When the key next to the lamp is pressed, the connection can be re-made.
MIDDLEWARE
Middleware is an extra layer of software which sits between the switch and application programmes. This enable you to bolt on software programme modules to dumb switches giving them the intelligence to automatically distribute calls, etc.
MMS
Multimedia Message Service. As and when mobile networks bandwidth and mobile phones get up to speed, you should be able to send photographs, audio files and even video clips via MMS just like you'd SMS your friends.
MODEM - MODULATOR/ DEMODULATOR
A modem is the electronic device that allows computers to communicate over standard telephone lines. A modem transforms digital signals to analogue signals and transmits to another modem which then reconstructs the digital signal from the analogue signal.
MP3
MP3 remains the most popular digital audio format. It works by cutting out anything beyond human range of hearing to compress the file size.
MULTIPLEXER
A device which enables several different signals to be sent down the same line. Sometimes referred to as a 'mux'.
NAME DIALLING
Involves setting up a programmable function key to dial one specific number when touched. Saves time dialling and mis-dialling frequently used numbers. Also saves having to look up frequently used numbers
NETWORK
A system that provides one or more access paths for communications between users at different geographic locations. Networks can carry voice, data, facsimile images and video.
NETWORK ARCHITECTURE
Design principles that define the protocol, functions and logical components of a network and how they should perform.
NETWORK COMPUTER
Where you put most of the intelligence back into the server (similar to a mainframe system and dumb terminals where you use the desktop PC merely for input, output and presentation with all the applications running only on the server).
NETWORK SERVICE
The infrastructure
over which voice and data travels.
NIGHT SERVICE
When the switchboard operator has gone home for the evening
ODBC
Open Database Connectivity.
ODBC is a widely supported standard that provides a common programming interface to databases from different suppliers.
OPERATOR CONSOLE
A telephone designed for the switchboard operator, whose job it is to answer incoming calls and put them through to the required extension. Operator consoles will often have a special bank of keys, one dedicated to each extension in the system
OS
An operating system, such as Windows XP, Mac OS X and Linux. The OS is the interface that holds you PC, Mac or PDA together. PABX
Private Automatic Branching Exchange. Sometimes referred to as PBX. The telephone switching system used within individual companies. A PBX allows the switching of multiple incoming and outgoing lines between multiple internal phones.
PACKET SWITCHING
A digital data transmission method that divides files and messages into pieces of a uniform size known as 'packets' that are switched across networks individually and then reassembled at their destination.
PDA (PERSONAL DIGITAL ASSISTANT)
The filofax of the 21st century. Expect yours to be running on a Palm or Microsoft Pocket PC OS.
PRIVATE NETWORK
A network used exclusively by a person or organisation usually without access to external users.
PROTOCOL
The language used by a software programme.
PSTN
Public Switched Telephone Network - the public telephone network.
PULSE CODE MODULATION - PCM
A technique for representing an analogue signal digitally achieved by sampling the amplitude of the analogue signal at regular intervals and representing each sample by a digital value.
Q.931
An ISDN signalling system used with EuroISDNalue. The maximum frequency that can be represented in this manner is half the frequency of the sampling frequency.
RAM/ DRAM/ SDRAM
Random Access Memory is the virtual memory that holds chunks of data while your computer or PDA is switched on (unlike a hard drive, the data's lost when you switch it off). There are two main types: Dynamic RAM and Static RAM.
RESOLUTION
The dots per inch on your scanner, the number of pixels your digital camera can capture or the definition on your TV/Monitor/Plasma Screen. Resolution is many things to many mediums.
RGB
Or a Red Green Blue monitor. Unlike your common TV set, which most likely uses mixed-together composite video signals, RGB monitors require a separate signal or each colour. The result is, generally, a better picture.
SACD
Super Audio Compact Disc - Sony's new CD format that boasts deeper and more dynamic sound then standard CD's. The only catch is you'll need a new SACD player and SACD collection to enjoy it.
SAPI
Speech Application Programme Interface. An upcoming Microsoft API for implementing speech recognition on the desktop or over the telephone. This API will be supported by most major speech recognition companies.
SCREEN POPPING
Where integration between the computer and the telephone (CTI) enables the system to attempt identification of each call and look at the database for a match. If it exists, the data attached to it will be displayed on the agent screen.
SERVER
A new architecture for systems called client / server. Each agent has an intelligent PC (called the client) which is connected by a LAN to the server which houses all the major software programmes such as the database. Files can be sent and shared.
SKILLS BASE ROUTING
Where calls are identified and then routed through to the most appropriate agent, for example calls from France would be routed through to a French-speaking agent.
SMARTMEDIA
Portable memory storage. SmartMedia cards, from 8MB, 16MB and up, are popular in PDA's, cameras and other portable gadgets
SMS
Short Message Service. A service for sending messages of up to 160 characters to mobile phones that use GSM.
SQL
Structured Query Language. SQL is a standard method of accessing and manipulating database information through relatively intuitive expression that follows a strict format.
TAPI
Telephone Application Programming Interface. This is a software protocol and is loaded into the PC itself. It allows you to use the keyboard to dial instead of an actual telephone (screen-based telephony).
TCP/IP
Transmission Control Protocol / Internet Protocol. A data protocol for transmitting information between computer systems and across the Internet
TDMA
Time Division Multiple Access. Multiple conversations are separated by dividing bandwidths into finite frequencies, where each call is assigned a transmission timeslot.
TFT
Or thin film transistor. Currently the best type of LCD screen available. TFT offers the highest, but most costly resolution
TRI-BAND
A mobile phone capable of connecting to US networks along with the standard European and Asian coverage offered by more common Dual-Band phones.
TRUNK
Each telephone or exchange line is called a trunk.
TSAPI
Telephone Server Application Programming Interface. A protocol which links the telephone and the computer at the host system, rather than the PC.
UNIFIED MESSAGING
The technology used to place all messages from whatever source into one message box, including e-mails, voice mails, faxes and web requests.
UPS
Uninterruptible Power Supply. A battery, attached to a piece of hardware, for example a server, that provides backup power for conducting an orderly shutdown if the server's normal power supply fails.
USB
Universal Serial Bus. The extremely handy plug 'n' play connection for PC peripherals - useful for everything from mobiles to your snug PDA cradle
UTP
Unshielded Twisted Pair. The standard cabling used for telephone lines.
VOICE RECOGNITION
Technology that converts speech into data that can be understood by the computer system.
VOICEMAIL
Enables callers to leave a message much like an answerphone but this message can then be reviewed, copied, sorted, annotated and forwarded to one or many people in one go. Sometimes called voice messaging.
VOIP
Voice Over Internet Protocol. The process by which a voice conversation with an agent is maintained over the same telephone line as the Internet connection.
VPN -VIRTUAL PRIVATE NETWORK.
The provision of private voice and data networking from the public switched network through advanced public switches. The network connection appears to the user as an end-to-end, without actually involving a permanent physical connection
VRU
Voice Response Unit. A system which enables IVR.