Glossary of terms used on this site
All
| Term | Definition |
|---|---|
| Conferencing |
The joining together of more than two telephone users in a single call. Typically a call will be established between two persons, one will then hold the call, call a third party and then press a button to join all three parties in one call. |
| Contact Centre |
A progression of the call centre merging customer calls with other media such as internet and email in conjunction with CRM applications. A unified approach to customer contact improving customer service levels leading to increased customer acquisition, satisfaction and retention. |
| Convergence |
The merging of voice and data hardware solutions such as the server based PBX. More efficiency and cost benefits becoming available through convergence. In addition Voice switched Over IP is driven by convergent technology. |
| CPS |
Carrier Pre-selection. Carrier Pre-Selection uses network access technology, so voice traffic originating from your site will be routed directly to your chosen network with no need for prefix codes. The "selection" of the preferred provider is done automatically at point of entry (the local exchange) to the public voice network. |
| CRM |
Customer Relationship Management. A software application to deliver a single view of the customer. Popular packages include GoldMine, ACT!, SuperOffice, and Sage CRM. |
| CTI |
Computer and Telephony Integration. The exchange of information between computers and telephone systems eg. when a call comes in the telephone could pass to the computer the telephone number of the person calling. This can deliver "Screen Popping" - the presentation of database information based on an incoming caller's CLI. Information is commonly passed between telephone and computer systems using an Application Program Interface (API) of which the two most common are TAPI (Telephony API) and TSAPI (Telephony System API). CTI is commonly divided into First Party CTI, where a telephone and a computer are directly connected, and Third Party CTI, where the telephone system and the computer network communicate through a telephony server, with no direct physical connection between the telephone and the user's computer. |
| Custom Service Mode |
Used in voicemail to indicate a service where the caller hears a menu of choices from which he can choose by pressing buttons on his phone. These choices might transfer him to an extension, group of extensions, or the operator, enable him to leave a message or listen to information, or may offer him other menus. |
| DC5 |
A signalling system used to communicate between two adjacent pieces of telecommunications equipment, for example between a telephone system and a router or multiplexer or between two co-located telephone systems. For communication over longer distances DC5 can be converted to AC15. See also AC15 |
| DDI |
Direct Dialling Inwards enabling outside callers to call directly to a user's extension. Normally available on ISDN lines. A company may have 10 lines and 100 telephone numbers. When any of the telephone numbers are dialled by an incoming caller the call is put on to any line that is free. At the same time the dialled number is passed to the telephone system. The phone system uses this to route the call to the intended recipient. Typically used to provide direct dial numbers for extension users, fax machines, departments or groups of extensions. This is much more efficient than the older method of using different sets of lines for different numbers because all lines can be used for all numbers and so less lines need to be rented overall to provide the same level of service. Also decreases the number of calls that have to be answered and transferred by an operator. |
| DECT |
Digital Enhanced Cordless Telephony. A technology that provides greater clarity and smaller handsets for cordless phones. There is a common standard called GAP (General Access Protocol) that allows handsets and base stations from different manufacturers to work together. |
| Delayed Ringing |
A feature often used to provide an overflow if the switchboard operator is busy or absent. Incoming calls are sent to the operator but other extensions have delayed ringing, so they will start ringing if the call is not answered after a pre-set time. |
| Dial up |
A communications link that connects a terminal and a computer via the Public Switched Telephone Network (PSTN). |
| DISA |
Direct Inward Station Access. Provides callers with single-digit access to extensions or ring groups. |
| DIversion |
By dialling a code an extension user can divert incoming calls to another destination. The destination may be another extension, a group of extensions, the operator, or an external number, for example a mobile phone. Different types of diversion are usually possible, e.g. Diversion of All calls, Diversion on Busy, Diversion on no reply. |
| DPNSS |
Digital Private Network Signaling System. Developed in the early 1980s, a protocol to support connection between telecom equipment from different vendors digital equipment. See also QSIG |