Glossary of terms used on this site
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| Term | Definition |
|---|---|
| Call Barring |
The prevention of calls to certain destinations, e.g. overseas calls or calls to premium rate numbers may be barred. |
| Call Forwarding |
Also known as call 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. |
| Call Logging |
Data recorded about calls made or received through a telephone system. This data can then be used for reporting. See Call Management. Also called Station Message Detail Recording. |
| Call Management |
The use of specialist software to analyse and report on call records which are output from a telephone system and recorded on computer disk. The results can identify misuse, allocate costs to departments and verify the adequacy of resources. |
| Call Park |
A call can be parked by one user and then retrieved by another. Particularly useful when loudspeaker announcements are made, e.g. "Telephone call. Joe Smith dial 811". If Joe goes to any phone and dials 811 he will get the call that has been parked there for him. |
| Carrier |
Telephone service provider eg. BT, Cable and Wireless, NTL etc. |
| Cat 5 |
Abbreviation for Category 5. Strictly speaking this is a specification for the transmission performance of a data cable. However it is commonly used to describe a building cabling system that allows the user to easily route voice and data circuits to any wall socket. It is designed to be network independent and to allow different computer and telephone systems to co-exist on the same cabling. |
| Centrex |
A generic name for a feature offered by some Public Network Operators. Users have individual direct exchange lines but calls between users are free of charge and calls can be transferred between users. A limited set of features is provided to give something that approximates to a virtual telephone system. BT brands for this service are Featureline and Featurenet. |
| CLI |
Calling Line Identity is the capture of the caller's number. There are two types of CLI, a Network CLI is used by network operators to identify the source of the call. It is available whether or not the caller is ex-directory but is never passed on to the called party. The user CLI is passed on to the called party, providing that the caller has not withheld it. By default it is the same as the network CLI but can be changed by the caller's equipment. For example in a firm a salesman might want his direct dial number to go out but the Managing Director might want his secretary's number to go out when he makes a call. CLI is used for the "1471" service where you dial 1471 to find out who called and can also be used to display the number on a phone or computer. CLI is not available on some networks (particularly from overseas) and is usually an optional feature from the network provider (the subscriber has to pay to receive it). |
| CLIP |
Calling Line Identity Presentation. A service that provides a called party with the Calling Line ID of the caller. Usually a paid-for option. |
| CLIR |
Calling Line Identification Restriction. Would stop your own CLI being presented to the called party. |
| COLP |
Connected Line Presentation. A service which provides the caller with the identity of the person he has connected to. For example you may dial 01234 567890 but that number may be diverted to another. COLP will provide you with the identity of the person you have actually connected to. The identity is typically the telephone number of the connected party. This is a paid-for service from the network provider and compatible equipment is required to make use of it. |
| 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. |