2GSecond generation Wireless technology that delivers mainly
voice transmission with data support at speeds from 9.6 Kbps (kilobits per second) to 19.2 Kbps
3G
3G wireless technology transmits data at speeds between 144 Kbps (kilobits per second) and 2 Mbps (megabits per second).
911 Emergency Calls
When a person dials a “911” emergency call, the call is routed to the local 911 emergency dispatch center.
ACD (automatic call distribution)
A telephony call center application that helps companies efficiently handle high volumes of incoming calls to internal departments such as “Customer Service” or “Help Desk”. This system requires that Agents log themselves into the ACD system which is pre-programmed to automatically distribute calls to call center agents. It is also has the capacity to keep callers in queue if agents are busy or route callers to alternate destinations if agents are unable to answer calls within a pre-determined time. ACD systems can include management reporting on call activity for departments and agents.
Account codes
Numerical codes of up to 10 digits that users can enter during calls to track time. These can be used to generate billing, for industries such as attorneys and consultants.
ANI (Automatic Number Identification)
Similar to Caller ID, but for 800 and 888 calls.
Analog port
A conventional or non-digital, non-VoIP circuit that transmits and receives signals (only) in electromagnetic form rather than (only) in the digital or VoIP protocol method. Analog circuits are normally used for telephone anwering machines and fax machines.
Analog signal
An electromagnetic signal that depends solely on continuous changes in the amplitude of a frequency in order to convey information. In contrast, digital signals use binary (discrete or noncontinuous) numbers (1s and 0s) to convey information.
ATM, Asynchronous Transfer Mode
A high-speed switching technique that uses fixed cells to transmit voice, data and video.
Automated Attendant
A telephony application that answers calls automatically with a pre-recorded announcement or message. Automated Attendant allows callers to reach extensions or departments by dialing “dtmf” digits.
Automatic fax switching
Automatically detects an incoming fax call and sends it to a fax machine connected to the PBX telephone system via an Anaolg station port.
Auto-record
A feature on a pbx telephone system that automatically records each outside-line phone call (incoming or outgoing) without the user’s having to interact.
Bandwidth
The amount of data you can send through a channel, in bits per second, without distortion.
Bit rate
Amount of digital information that can be transmitted in a given time period, usually stated in millions of bits per second (Mbps).
Bluetooth
A wireless technology designed for short-range transmission of voice and data among a wide variety of computing and telecommunications devices, eliminating the need for cable connections.
CDMA
Code Division Multiple Access. A digital wireless format that allows many users to share the same radio frequencies. Each call is assigned a unique number, which allows the phone to lock out unwanted signals. Also known as spread spectrum.
Cascade Number Notification Mailbox
A voice mailbox that has the capability to call multiple phone numbers with a notification when it receives a message. The mailbox will continue to call the telephone numbers in a cascade fashion until the message is retrieved.
Channel
A circuit through which electronic information travels. Channels keep signals separate, as in the left and right channels of a stereo system.
CO line
A telephone phone line connecting the telco central office (CO) and a telco subscriber. Usualy this an Analog line, however today this can be a Voip or digital circuit.
Computer Telephony
The merger of traditional PBX equipment with computers and computer applications. For instance, screen pops can show caller information.
Crosstalk
Interference in a communications channel caused by signals in an adjacent channel.
CSU/DSU
A digital interface device that connects a company’s computers and terminals to digital telephone lines.
DID (Direct Inward Dialing)
Each person in an organization has their own ten-digit telephone number, instead of having to be answered by an on-site operator.
DSL
Uses existing copper lines from end-user to central office to provide high speed data access. There are many different types of DSL. Variations include, upstream and downstream speeds, length of copper lines and type of customer interface equipment.
DTMF
Dual-tone multi-frequency. A type of keypad signaling that emits two distinct tones for each number entered; also called Touchtone.
Duplex
Same as full duplex. Two-way voice communications happening simultaneously on one line, i.e., listening and talking at the same time.
Ethernet
The most common local area network (LAN) access method, developed by Xerox, Digital Equipment and Intel; it connects up to 1,024 nodes at 10 Mbps over twisted pair, coaxial and fiber-optic cable.
Fiber optics
Wires made of glass that transmit digital signals in the form of pulses of light. Used for long-distance telecommunications, cable networks, and in some digital audio and video devices.
Frame
A group of bits sent over a link, also called a packet. In addition to data, the frame can contain control and addressing information and error correction.
Frame relay
A data communications interface for high-speed frame transmission. It is a form of fast packet switching.
Frequency
The speed of a signal’s vibration, measured in hertz (Hz). Human hearing generally has a range of 20 Hz to 20,000 Hz. Radio waves can be in the billions of hertz.
Gateway
Allows equipment with different protocols to communicate with each other.
GHz
Gigahertz. A frequency of 1 billion cycles per second.
Gigabit (Gb)
One billion units of digital binary memory.
Gigabyte (GB)
One billion bytes (specifically, 1,024,000,000 bytes)
Gigahertz (GHz)
A frequency of 1 billion cycles per second.
GPS
Global Positioning System. A U.S. satellite system that allows users on the ground or water with GPS receivers to determine their positions with extreme accuracy.
Group Mailbox
A voice mailbox is a mailbox that can be used by a department to automatically store voicemail messages which can be later retrieved by any member of the group. Some group mailboxes also have the ability to copy messages into the individual mailboxes of the members assigned to group.
Guest/Information Mailbox
Similar to Virtual Mailbox.
Half duplex
A circuit that transmits or receives a signal in one direction at a time, i.e., talk or listen.
HDML
Handheld device markup language. A specification for wireless Internet access from devices that use small displays and mouseless interfaces, such as data-capable wireless phones and personal digital assistants (PDAs).
Hertz (Hz)
A measure of frequency that equals one cycle per second.
HTML
Hypertext Markup Language. A document markup language that is standard on the World Wide Web.
Internal Paging
A feature tahat allows making announcements over a telephone’s built-in speaker, such as to announce calls on hold for individuals.
Internet
Multiple networks that are tied together by the protocol TCP/IP.
Intranet
Using web technologies for internal networking.
ISDN
Integrated Services Digital Network. A high-speed, high-cost wired telephone network technology that integrates voice and data communications on a single line.
LAN
Local Area Network. Allows personal computers, printers, scanners, and other devices to communicate with each other. This allows for significant cost savings.
Loop keys
Are used in a PBX telephone system to allow receptionists and regular telephone users to answer simultaneous calls. Loop keys are defined as one or more buttons or line appaerances and are used as landing positions for answering telephone calls and placing them on hold, if required. Loop keys differ from line keys in that they are generally reserved to only one trunk line.
MAN
Metropolitan Area Network. A network that covers a metropolitan area.
Plain Old Telephone System (POTS)
Are analog from end-user to central office. Typically used for residential and small businesses.
PRI (Primary Rate Interface)
(23 + 1D), also called ISDN/PRI (Integrated Services Digital Network/PRI). Each ISDN/PRI line provides 23 (Bearer) channels and one (Data) messaging channel. The bearer channels handle voice and data transmissions while the routing information associated with the voice and data transmission is sent over the “D” channel. Each channel can reach 64k per second.
Private Branch Exchange
A telephone system located on premises. They route calls within an organization and to the outside world.
Q & A Mailbox
A voice mailbox that is used to collect automated surveys from callers. The mailbox can ask multiple questions and stores the callers’ answers for later retrieval.
Remote IP Phone
A VoIP phone that connects remotely via a broadband connection to the PBXS telephone system. The remote VoIP telephone allows the remote user to use the features and functions of the PBX telephone system.
Serial Port
Usually a data cable connection to the PBX telephone system that allows the transmission and reception of data in a “serial” fashion. These are normally used in “SMDR” system message detail recording applications that require an “RS-232” cable.
SIP (Session Initiation Protocol)
A communications protocol that uses the SIP VoIP protocol to transmit and receive voice calls.
SMDR (Station Message Detail Recording)
Detailed call accounting information associated with telephone calls. This information is available from PBX telephone systems and can be sent to PC software based call accounting system via rs232 cable or LAN for reporting purposes.
Softphone
A VoIP telecommunications application that uses a broadband connection to connect a PC to a remote business PBX telephone system. These phones are normally used by people who need to access the business telephone system when they are working in a remote office or are traveling.
SONET
A standard for transmitting high-speed digital bits of information over fiber-optic cabling.
Station A telephone device
A device connected to and working on the system.
T-1
A Digital telephone trunk circuit offerered by the telco central office that can accomodate up to 24 telephone trunk lines or individual voice channels and is usually connected directly to a pbx telephone system. It is a North American standard that has the capacity for 24 voice, video and or data channels. It can carry a total of 1.54 million bits per second.
T-3
A North American standard that has the capacity for 672 channels for voice, video and/or data. It can carry a total of 44 million bits per second.
TAPI (Telephony Application Programming Interface)
A Microsoft Windows protocol that enables computer software applications to communicate with telephone systems.
Trunk
A voice communications circuit connecting the telco central office to a telephone pbx switching system. These are used to initiate and receive telephone voice calls over the public switched network.
Trunk Group
One or more trunks that are grouped together in order to provide adequate call traffic for either or both incoming and outbound call traffic.
Trunk-Side
The side of the trunk circuit that if disconnected from the telephone pbx system is still connected to the telco central office. This term is frequently used in testing trunk circuits.
Twisted Pair (TP)
Refers to the actual pairs of wires that are bundled together in a cable used for telephone and data communications. Telecommunications and data cables normally consist 1, 2, 3, 6, 12, 25, 100, 200, 400 pairs of 18 to 24 AWG (American Wire Gauge) solid copper or aluminum strands of wire that twisted around each other. The number of twists per inch determines the protection from electromagnetic and radio-frequency interference and capability for communications transmission.
UCD Uniform Call Distribution
A telephony application that helps companies efficiently handle high volumes of incoming calls to internal departments such as “Customer Service” or “Help Desk”. UCD does not usually require an Agent to “Log In” to receive calls and usually does not include management reporting.
Virtual Mailbox
A feature that allows a mailbox to be implemented without having an actual telephone associated with it. Usually used for an employee without a desk phone that needs to record calls to his/her virtual mailbox.
Visual Hold
This term refers to the visual indication that a call has been placed “On Hold.” The indication can be a flashing light on a telephone line key, the phones display or on a computer screen used for call handling functions.
VOICE MAIL
A device or software that is used to intercept and record voice calls when the person the call is intended for is unavailable to answer the call.
WAN
Wide Area Networks. These networks connect computers that are different cities and states.
Audioconferencing–Teleconferencing method used mostly by audio communications channels such as telephone lines provided by a telecommunications company interconnecting the various parties.
Bandwidth–(1) A range of frequencies between two defined limits expressed in cycles per second, or hertz (Hz). It is also the information carrying capacity of a circuit. (2) The expression of the carrying capacity of the transmission line. In a digital transmission, the bandwidth is the range of transmission rates at which information can be sent in a particular medium. The bandwidth is expressed in kilobits per seconds or megabits per second (Mbps). (3) The capacity of a transmission channel.
Bridge–Device for the interconnection of telecon-ferencing systems and communications lines in a multipoint session. A bridge is called an audio bridge in audio-conferencing and a multipoint control unit in videoconferencing. The bridge can be an analog or a digital device. An essential component of an audio-conferencing system, the bridge also balances the signal levels of the audio transmission, reduces noise, and minimizes echo.
Circuit–A physical, metallic path used for two-way communications between two or more points.
Codec–A videoconferencing system component that processes incoming and outgoing audiovisual signals in terms of coding and compression.
Coding or Compression–A technique used to reduce the amount of space taken up by data during transmission.
Digital–The transmission of discontinuous signals in which information is encoded in binary form.
Document Conferencing–A conferencing technology that enables customers to review a document and collaborate with others right from their computer using either analog and modem dial-up or existing Internet accesses (LAN, dial-up, etc.)
Hz–Hertz.
ISDN (Integrated Services Digital Network)–An international standard developed for transmitting voice, data, and video simultaneously over digital lines. These lines run at 64 kilobits per second.
ITU–International Telecommunication Union (telecommunications standards division).
JPEG–Joint Photographic Experts Group.
Kbps–Kilobits per second.
LAN–Local area network.
Mbps–Megabits per second.
MCU–Multipoint control unit.
Multipoint–The connection of more than two locations to affect a teleconference, as opposed to only point-to-point connections.
PBX (Private Branch Exchange)–A private phone system existing within an organization that allows communication within the organization by dialing an extension and outside the organization by dialing “9” and then the number.
PSTN–Public Switched Telephone Network
