Glossary of terms

ACD	Automatic Call Distribution - An automated system for answering, queuing and distributing incoming calls to a number of agents. Popular in Call Centres, ACD systems also provide call processing statistics, such as the number of calls waiting, average length of call queue, etc, which can be incorporated into historical reports or displayed in real time on wall boards or displayed on a web based interface.
ADSL	Asynchronous Digital Subscriber Line (DSL/SDSL) - Variants of a technology to utilise the existing copper local loop network, primarily for Internet and data services. Because data can be transferred at a different frequency to voice traffic, existing copper pairs (telephone line) can be used to carry larger amounts of information. The voice signal is carried within the data signal and is then broken out of the data signal at the local BT or other operator’s exchange and then carried as normal across the voice network. DSL technology is designed for “always on” connection to the Internet or in rare cases for very large corporate wide area networks.
ATM	Asynchronous Transfer Mode - A transmission and switching technique capable of supporting voice, video and data (multimedia) communications. It is unique in that each piece of information is addressed and is of the same length. This allows very high speed communications.
Auto Attendant	An automated call answering system that uses prompts to direct users to the correct department or extension, e.g. “For support please press 1 Now”.
Bandwidth	How much can you send through a connection. Usually measured in Bits Per Second. A full page of English text is roughly 16,000 bits.
Call Forwarding	A feature of some telephone systems, and of the Intelligent routing systems. Call Forwarding allows calls to be diverted automatically to different numbers, for example a mobile phone or a home office number.
Carrier	A short hand description for a network operator.
CLI	Caller Line Identity - In digital networks, both mobile and fixed line, it is possible for the network to pass the calling line identity to the called number. The receiving customer’s equipment can make use of this information to inform the receiver of who is calling them. Because of the way Opal handle calls from our fixed line customers to mobile numbers, the fixed line CLI is not always sent to the mobile network.
Client	A software programme that is used to contact and obtain data from a server software programme on another computer, often across a vast distance.
CRM	Customer Relationship Management - Generic terms for applications designed to streamline interactions with customers. CRM software allows call centre agents to access a customers history from the back office customer account packages. Small businesses are waking up to the advantages of CRM solutions that integrate with their PC’s. The Internet, Email, IVR, Voice and Interactive TV have sparked a seismic shift towards web enabled call centres, opening up a new dimension in offering good service.
CTI	Computer Telephony Integration - The term used to describe the linking of a telephone type system with computer technology.
Data Card	Some digital mobile phones can be connected to a notebook computer and then used to send/retrieve data or fax messages over the mobile phone network. Not all phones are suitable for this. Even those that are normally suitable require an expensive data card to connect them to a computer. A few of the latest phones have the necessary electronics built in, however, so just a cheap cable is needed for the link.
DDI	Direct Dial Inwards - A Key ISDN feature is the ability to assign individual phone numbers (DDI Numbers) to extensions and departments, enabling callers to dial them directly without having to go via an operator or receptionist.
DECT	Digital Enhanced Cordless Technology - Diallers or Auto Diallers - Diallers are hardware designed to assist in the routing of telephone traffic by inserting a routing code. They are connected between the customer’s equipment and the network terminating point. Whenever the customer dials an outgoing call the dialler inserts the appropriate Indirect Access Code, this code instructs BT to route calls via the BT network to the alternative LCR carrier. Diallers can either be mains powered or line powered; and remotely programmable or only locally programmable. LTS will normally use line powered, remotely programmable diallers. A. Line Powered Diallers - This term is used to describe any equipment that takes the power it needs to operate directly from the telephone line rather than being plugged in to an electric supply or battery. B. Single-line Diallers - This term is used to describe a “dialler” that is used for One telephone line. As with single telephone lines the dialler can have both a phone and a fax machine plugged into it. Each single line dialler has a lead for plugging into the network terminating point socket and two sockets for a plugging in the phone & fax for example. C. Multi-line Diallers - This term is used to describe a “dialler” that can carry more than one telephone line. Generally used on PBX systems.
DPNSS	Digital Private Network Signalling System - A private networking standard developed by BT and other suppliers such as PBX/PABX manufacturers which allows full feature access to be provided between different sites in a private network.
DSS	Direct Station Select - A button on a terminal that can be used to directly dial a person or an extension associated with it.
DTMF	Dual Tone Multi Frequency - Signalling which is the basis for the operation of push button telephone sets most commonly used. Dialled numbers are transmitted as tones rather than electronic pulses. This is particularly useful for access to supplementary and added value services such as the ones provided by Telephone Central Limited – e.g. Voicemail and Auto Attendant systems.

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