ACD (Automatic Call Distributor) - a system that handles incoming call traffic,

sending calls to the first available station within predefined groups. If all st
ations are busy then a recorded message is played and the call is put in queue u
ntil a station becomes available.
Analog - a transmission method using continuous electrical signals, varying in a
mplitude or frequency in response to changes of sound, light, position, etc. imp
ressed on a transducer in the sending unit. The opposite of analog is DIGITAL.
Architecture - the arrangement and design orchestrating the interaction of diffe
rent elements of a complex communications system. (See also OPEN ARCHITECTURE)
Asynchronous - A transmission method in which information is transferred one dis
crete character at a time and is delineated by a start and stop indicator at the
beginning and end of the character. The opposite of asynchronous is SYNCHRONOUS
transmission.
ATM (Asynchronous transfer mode) - Not the money machine! This is an internation
al CCITT standard for high-speed [broadband] packet-switched networks that opera
tes at digital transmission speeds above 1.544 Mbps. This communications protoco
l specifies how diverse kinds of traffic are transformed into standardized packe
ts which can be managed uniformly within the network.
Attendant - an operator of a PBX console or telephone switchboard.
Bandwidth - The relative range of frequencies that can be passed without distort
ion by a transmission medium. Greater bandwidths mean a higher information carry
ing capacity of the transmission circuit. Bandwidth, usually measured in Hertz,
is assessed as the number of bits that can be transferred per second.
B channel - Message-bearing 64 Kbps digital channel specified in the ISDN standa
rds. B channels are used for digital transmission of high speed data and video.
Bell Atlantic - One of seven regional bell operation companies (RBOC's) that ass
umed ownership of the Bell operating companies following AT&T's breakup.
Bell System - Prior to Jan. 1, 1984, an aggregate term for AT&T encompassing 24
Bell operating companies providing local exchange phone service, the AT&T Long L
ines Division providing long distance connections, an equipment manufacturing ar
m known as Western Electric, and a research and development arm known as Bell La
boratories. The Bell System was broken up by the AT&T divestiture.
B-ISDN (Broadband integrated services digital network) - An evolving CCITT inter
national standard for the second generation of integrated services digital netwo
rks. Broadband ISDN services will be carried on fiber-optic networks that employ
packet switching in a standardized fashion to integrate voice, data, monochrome
, and color facsimile images and one-way and two-way monochrome and color video
for local and long distance transmission.
Bit - The smallest unit of digital information utilized by electronic or optical
information processing, storage, or transmission systems. Bit is short for bina
ry digit. Binary technology is based on the representation of data with 0's and
1's, whose combinations form a protocol medium for all data transmission.
Byte - The smallest unit of information that a computer system can locate within
its data storage or memory. A byte consists of eight bits and represents an amo
unt of information roughly equivalent to a single printed or typewritten charact
er.
Call Forwarding - A feature permitting the user to program a phone to ring at an
 alternate location; call forwarding may be in effect at all times or just when
a particular phone is busy or doesn't answer.
Call Hold - A feature allowing the user to put one caller on hold while other ca
lls are made or answered.
Call Park - A feature allowing a call for a busy extension to be put into a hold
-like state until someone at that extension or another extension becomes free to
answer it. The call is brought out of "park" by dialing a special code.
Call Transfer - A feature allowing a call to be transferred to another phone
Call Waiting - A feature that provides audible or visual indicators to let a sin
gle-line-phone user know that she has another call waiting for her.
Caller ID - A telephone company service allowing the subscriber to view the phon
e number and/or name of the calling party on a display device before answering t
he phone. Caller ID usually requires some kind of hardware phone interface to pr
ovide the displayed information.
Camp-on - In PBX and hybrid environments, a method of putting an incoming or out
going call intended for a busy extension or line into a hold-like state where it
remains until a line becomes available.
Card - A flat piece of rigid material bearing electronic components and the prin
ted circuitry that interconnects them. Cards typically have one point where conn
ections to other cards or components are made.
CCITT (Consultative Committee on International Telegraph and Telephone - the pri
nciple international standards-writing body for digital telecom networks (ISDN).
CO (Central Office) - A facility of a telecommunications common carrier where ca
lls are switched. In local area exchanges, central offices switch calls within a
nd between the 10,000-line exchange groups that can be addressed uniquely by the
area code and first three digits of a phone number.
Closed System - A computer or communications system whose technical specificatio
ns are withheld from distributors, users and other third parties. Closed systems
are available only from the manufacturer and its authorized dealers; cloning of
closed systems is not tolerated. Buyers of a closed system are limited to the a
pplications programs that the system manufacturer chooses to develop or support.
Also known as a proprietary system.
Codec (Coder/Decoder) - a device that transforms analog input into a digitally c
oded output and transforms digital signals into analog output. They are most com
monly found in videoconferencing systems because of videoconferencing's intensiv
e ISDN usage.
Common Carrier - A government-regulated private company offering telecommunicati
ons services or communications facilities to the general public.
Conference Call - A telephone call among three or more parties. The sound qualit
y of conference calls is typically degraded by a loss of sound over the telephon
e lines unless bridged and amplified before re-transmission.
Data Compression - Techniques to reduce the amount of computer memory space or t
ransmission resources required to handle a given quantity of data usually achiev
ed through the application of mathematic algorithms to the data transformation p
rocess.
dB - Abbreviation for decibel. The decibel is the standard unit of measure for e
xpressing the amount of signal power gained or lost in the course of a transmiss
ion.
D Channel - The signaling and data transmission channel (specified in ISDN stand
ards) used to transmit network control signals for setting up phone calls.
Dedicated Line - A communications circuit or channel provided for the exclusive
use of a particular subscriber - also known as a private line.
DID (Direct Inward Dialing) - When a call is received over the DID circuit it is
preceded by a packet of information containing the number that was dialed. The
on premises phone system decodes this information and routes the call to the ext
ension that has been programmed to coincide with the number dialed. The benefit
to the consumer is a pooled access group for incoming calls so that dedicated li
nes are not required to provide numerous individual telephones with direct acces
s availability.
Digital Switch - Equipment used to set up pathways between users for transmissio
n of digital signals.
DTMF (Dual Tone Multi Frequency Signaling) - Most commonly associated with AT&T'
s Touch-Tone trade name.
Duplex - Simultaneous transmission in both directions, sometimes referred to as
full duplex to differentiate it from half duplex, which is alternating transmiss
ion in each direction. Transmission in only one direction is called simplex tran
smission.
800 Service - A telecommunications service for businesses that allows calls to b
e made to a specific location at no charge to the calling party. Use of the "800
" service access code denotes that calls are to be billed to the receiving party
.
Encoder/Decoder - A device used to transform signals from an originating termina
l into groups of digital pulses representing letters, numerals, or specific symb
ols, and transform incoming digital pulses into the form required by the receivi
ng terminal.
Ethernet - A popular local area data communications network, originally develope
d by Xerox Corp., which accepts transmissions from computers and terminals.
Facilities - Transmission lines, switches and other physical components used to
provide telephone service.
Fax - A method of transmitting graphics or text documents over a telecommunicati
ons facility. The image is scanned at the transmitter and reconstructed at the r
eceiver to be duplicated on paper.
Fiber Optics - Technology based on thin filaments of glass or other transparent
materials used as the medium for transmitting coded light pulses that represent
data, image and sound. Fiber optic technology offers extremely high transmission
speeds.
Full Duplex - A communications system or channel capable of simultaneous transmi
ssion in two directions. See Duplex.
Gateway - A network element interconnecting two otherwise incompatible networks,
network nodes, subnetworks or devices.
Half Duplex - A communications channel allowing alternating transmission in two
directions, but not in both directions simultaneously.
Hybrid - A combination of two or more technologies or a multiline business telep
hone system combining the manual line selection of a key system and the automati
c line selection of a PBX system.
Interconnect - A company or vendor selling customer premises equipment, generall
y PBXs and other types of office telephone systems. An interconnect company is t
ypically an independent distributor of products from more than one manufacturer.
ISDN (Integrated Services Digital Network) - Switched network providing end - to
-end digital connectivity for simultaneous transmission of voice and/or data ov
er multiple multiplexed communications channels and employing transmission and o
ut-of-band signaling protocols that conform to internationally defined standards
.
IVR (Interactive Voice Response) - A generic term for transaction systems allowi
ng phone callers to use an ordinary tone-dialing telephone to interact with a co
mputer through speech or dialed instructions. Each response by the caller trigge
rs another recorded message until the transaction is completed.
Key Telephone System - A multiline telephone system offering a limited range of
features; key systems are popular among smaller businesses as their main telepho
ne system. They are also found in large businesses as a form of extension to the
ir big primary phone system. Key systems are characterized by manual selection o
f outgoing lines, their small size, and relatively low price.
LAN (Local Area Network) - A transmission network encompassing a limited area, s
uch as a single building or several buildings in close proximity; widely used to
link personal computers so that they can share information and peripheral devic
es.
LED (Light-Emitting Diode) - A semiconductor light source that emits light in th
e optical frequency band or the infrared frequency band.
Local Loop - The communications channel, usually a physical line, between the su
bscriber's location and his local central office. Also known as the subscriber l
oop.
Loop Start - A method of demanding dial tone from the central office by completi
ng an electrical pathway between the outbound and return conductors of a telepho
ne line. Loop start is employed by single-line telephone instruments, for exampl
e.
Measured Service - Term generally associated with providing local telephone serv
ice on a usage-sensitive basis with calls priced on the basis of two or more of
the following usage elements: distance, duration, frequency, and time of day. It
is the opposite of flat rate pricing.
Message Rate - A form of usage-sensitive pricing for local telephone service whe
re usage charges are figured by counting the calls and multiplying the number of
calls made by the established per-call charge. An alternative to flat-rate and
measured pricing.
Modem (Modulator-Demodulator ) - An electronic device that allows computers to c
ommunicate over standard telephone lines. It transforms digital signal into anal
og signal and transmits to another modem which then reconstructs the digital sig
nal from the analog signal.
Multiplexed Channel - A communications channel capable of serving several device
s, or users, at once
Multiplexing - An electronic or optical process that combines a large number of
lower-speed transmission lines into one high-speed line by splitting the total a
vailable bandwidth of the high-speed line into narrower bands (frequency divisio
n), or by allotting a common channel to several different transmitting devices,
one at a time in sequence (time division). Multiplexing devices are widely emplo
yed in networks to improve efficiency by concentrating traffic.
Mux - An abbreviated form of the word multiplexer.
Network - Any system designed to provide one or more access paths for communicat
ions between users at different geographic locations that may include designs fo
r voice, data, facsimile images and/or video images.
Network Architecture - A set of design principles defining the protocol, functio
ns and logical components of a network and how they should perform.
Network Interface - The physical point in a telephone subscriber's home or place
of business where the telephone devices and/or inside wiring of the subscriber
are connected to the transmission lines of the local telephone service provider.
OEM (Original Equipment Manufacturer) - The manufacturer of equipment that is re
sold by another vendor who usually substitute their name for that of the manufac
turer on the product.
Off-Hook - A telephone set in use - the handset is removed from its cradle, thus
sending an electrical signal to the central office that a circuit needs to be o
pened.
Off-Line - The condition where a terminal or device capable of active connection
with the facilities of a computer or communications network is in the disconnec
ted or idle state.
1A2 - Widely-used type of electromechanical key system that were introduced by t
he Bell System in 1938 and reached their technological peak in the mid-1960's.
On-Hook - The normal state of the phone in which the handset rests in the cradle
and the circuit to the central office conducts no electrical signal.
On-Line - The condition where a terminal or device capable of active connection
with the facilities of a communications network or computer is in the active or
connected state; a unit functioning under the continual control of a computer.
Open Standard - A computer or communications standard whose technical specificat
ions are readily available to equipment manufacturers and other parties that wan
t to incorporate the standard into their products or systems.
Open System - A computer or communications system whose technical specifications
are readily available to distributors, users and other third parties that want
to add value to the system by developing their own customized versions for use o
r resale. Open systems are widely cloned.
Operating System - A special program in the communications CPU or computer that
controls the integration of operating devices and enables the running of specifi
c applications software - which is software developed to perform specific jobs.
Packet - a group of binary digits switched as a whole - for instance, a file tra
nsfer over a packet switched network would require many steps. These steps are:
1) the data file would be broken down into smaller "packets" of information 2) e
ach packet of information is assigned a code that enables it to be sent to the c
orrect location and, once at that location, for the network to reassemble the pa
ckets of information into their original form.
Packet Switched Network - A digital data transmission network that uses packet s
witching technology.
Packet Switching - a digital data transmission method that divides messages and
files into standard-size pieces - called packets - that are switched across netw
orks individually and then reassembled at their destination.
Paging - A service designed to deliver numeric or alphanumeric messaging to a pe
rson whose location is uncertain - paging services make use of radio communicati
ons.
PBX (Private Branch Exchange) - A device, installed on the customer's premises,
that enables switching of multiple incoming and outgoing lines between multiple
internal phones. In addition, the typical PBX provides for the selection of outs
ide lines per user defined criteria.
Port - An interface location on a computer or communications system that provide
s a point of access for peripheral equipment, such as printers, voice mail, C.O.
Lines, etc.
POTS Lines (Plain Old Telephone Service Lines) - Basic telephone lines whose pri
mary purpose is the transmission of human speech.
Private Line - A telephone line that is linked directly to a user and is used ex
clusively by that user.
Private Network - A network that is designed for use exclusively by a person or
organization and usually does not have points of access from users external to t
he company.
Programming Language - A group of symbols that represent to the computer a set o
f statements or directions giving the computer or communications system detailed
instructions about what operations it is to perform.
Proprietary System - See closed system.
Protocol - A format or set of rules and conventions that control the format and
relative timing of message transmission between two points on a computer network
.
Public Switched Network - A switching system that provides switching and transmi
ssion facilities to many customers.
Queue - A "holding room" for data or voice communications that are waiting to be
processed by either the system or human intervention.
RBOC (Regional Bell Operating Corporation) - One of seven regional companies cre
ated by the AT&T divestiture to take over ownership and operation of the Bell co
mpanies within their region.
Real Time - A transmission or data processing operational mode in which the data
is entered in an interactive (two-way communicating) session; an application wh
ere response to input is fast enough to affect later data input.
Redundancy - Having back-up systems available to provide continuous service in t
he case of a failure in the main system
Remote Access - Sending and receiving data to and from a computer through commun
ications links such as phone lines.
Remote Call Forwarding - Similar to call forwarding. Calls from a local telephon
e number can be forwarded to long distance number (in another city for example)
without the caller be charged for long distance fees.
Serial Transmission - Sending pulses (information) one right after another. The
opposite would be a parallel transmission.
SMDR (Station Message Detail Reporting) - Information recorded by a computer att
ached to the phone system, providing cost accounting information such as the num
ber of calls, both local and long distance, made from an extension during a cert
ain time period.
Speed Dial - A feature on PBX phones allowing users to dial programmed numbers b
y simply pressing one button (or entering a two or three digit code).
Station - Simply another word for telephone. For example, the telephone station
may be one of many extensions on a PBX system.
Station Hunting - A feature allowing an incoming call to a busy phone to be rout
ed to the next idle phone in a pre-determined group of phones.
Switched Line - A circuit which is routed through a circuit switched network.
Switching - Connecting the caller to the called party.
Synchronous Transmission - Transmissions of data at a fixed rate, eliminating th
e need for start and stop bits, because the receiver and transmitter work at the
same rate.
TCP/IP (Transmission Control Protocol/Internet Program) - Protocols linking diss
imilar computers across networks. TCP/IP was developed by the Department of Defe
nse
TDMA (Time Division Multiple Access) - Multiple conversations are separated by d
ividing bandwidths into finite frequencies., where each call is assigned a trans
mission timeslot.
Telecommunications - Process of converting sounds and data into electrical impul
ses that can be transmitted (See Telephony).
Telecommuting - Using a communications link to perform work, rather than actuall
y commuting to an office to do work.
Teleconference - A conference which links people by audio and/or video through t
elecommunications.
Telemarketing -Using the telephone as a primary means of initiating and making s
ales of products or services.
Telephony - The process of converting sounds into electrical impulses for transm
ission over a connecting medium such as wires, fiber optics or microwave.
Terminal - The point of connection between a telephone line and an operative dev
ice. Also, sometimes terminal refers to the operative device, such as a computer
terminal.
Tie Line - A telephone line which is dedicated to connecting two points and whic
h requires a minimum human intervention to achieve communication.
Token Ring -A method of controlling which of several work stations in a Local Ar
ea Network is transmitting at a particular time.
Toll Restriction - A method of controlling which employees, if any, have access
to telephone lines for which a toll may be charged to the employer.
T-1 - A digital transmission link capable of handling 1.544 Mega bits per second
.
Trunk - The line of communication between switching systems.
T-3 - 28 T-1 lines (See T-1).
Turnkey - A ready-to-go telephone system installed by the vendor, including both
hardware and software.
Twin-Axial Cable - Two commonly insulated conductors, covered by a metallic shie
ld and enclosed in a cable sheath.
Twisted Pair - Two copper wires twisted around each other. The twists vary in le
ngth and reduce induction.
Videoconferencing - Video teleconferencing (See teleconferencing).
Voice Digitization - Coverting analog signals (voice) into binary bits for stora
ge and transmission.
Voice Response - A computer allowing users interaction via touchtone telephone.
Users navaigate the system with the help of digitally read menus.
WAN (Wide Area Network) - A network that extends LANs to other LANs, typically o
ver a wide geographical area using communications lines provided by a common-car
rier.