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Term Definition
AC15

A signalling system used for linking two pieces of telecommunications equipment (e.g. two telephone systems) over a distance. See also DC5

Account Code

A way of attaching a "tag" to a call record. This might be used to indicate that the call is to be charged to a particular account or to indicate the outcome of a call (a sale was made, a brochure requested etc.) Call Management systems can then produce reports listing all calls with the same account codes. Account codes can be attached to incoming and outgoing calls, and it can be made mandatory for an extension user to enter an account code before a call is made.

ACD

Automatic Call Distribution. Allows all incoming calls to be distributed equally amongst a group of people. Typically used in a call centre where operators (agents) log in to make or receive calls. ACD systems provide facilities for monitoring the agents performance and the performance of the Call Centre as a whole. An incoming call will be automatically routed to the first available agent, whether that is an agent who has been free the longest, or an agent that has just become free.

ADSL

Asymmetric Digital Subscriber Line. High bandwidth network connection for faster data transfer (connection generally allowing more bandwidth downloading than uploading). Increases efficiency and reduces costs. see Broadband

Alpha Tagging

The assignment of an alpha-numeric name to a facility. For example when called by an extension your phone can display the name of the caller rather than the extension number. When an incoming DDI call is received a name can be shown which relates to the number that was dialled, enabling one person to answer calls in a variety of different ways, e.g. in the names of different companies.

Analogue Device

A device that can be attached to an ordinary analogue telephone line, such as a telephone, fax machine, cordless phone, answering machine, modem etc.

ARS

Automatic Route Selection. A technique where the telephone system looks at the digits being dialled to make an outside call and automatically routes the call via an alternate route. Best possible cost efficiencies for outgoing or inter site calls. See also LCR

Auto-Attendant

A voicemail feature that allows callers to be automatically transferred to extensions or departments by dialling digits. A tone dialling phone is normally required to do this.

Bandwidth

The speed at which a circuit can carry data. The more bandwidth, the faster the data transfer, the lower the costs.

Basic Rate

Abbreviated to BRI (basic rate interface) or ISDN2. An ISDN circuit providing 2 x 64 kbit/sec bearer channels for use by data or speech and one 16 kbit/sec control channel. Two independent calls can be carried at the same time on one BRI circuit.

Battery Back-up

Provides continuous power source to the telephone system in the event of a mains power fail. Also referred to as an Uninterruptible Power Supply.

Bell

An audio warning device to alert someone that a call is ringing. It may simply be an extension bell to a telephone or it could be a set of bells around the building so that anyone can pick up the incoming call. Also referred to as Loud Ringing Bell

BLF

Busy Lamp Field. Visual indication of the status of lines or extensions through LEDs.

Bluetooth

Wireless communication protocol for several devices to communicate on a common format. Your mobile phone could transfer data to your deskphone, PDA, PC or Printer etc. Similar to infra-red.

BRI

Abbreviated to BRI (basic rate interface) or ISDN2. An ISDN circuit providing 2 x 64 kbit/sec bearer channels for use by data or speech and one 16 kbit/sec control channel. Two independent calls can be carried at the same time on one BRI circuit.

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