A
AC - An alternating current (AC) is an electric current whose magnitude and direction vary cyclically, as opposed to direct current, whose direction remains constant. Used generically, AC refers to the form in which electricity is delivered to businesses and residences
ACD - Automated Call Distribution is a device or system that distributes incoming calls to a specific group of terminals that agents use.
ADPCM - Adaptive Differential Pulse Code Modulation. A sophisticated compression algorithm for digitizing audio that stores the differences between successive samples rather than the absolute value of each sample. This method of digitization also reduces storage requirements from 64K bits/second to as low as 24K bits/second.
AltiConsole - a personal computer-based Attendant console connected to the AltiServ over the network that emulates a standard hardware-based Attendant console through software and has the flexibility of adding new features through software without changing the hardware.
AltiSpan - link from the AltiServ base to the system extension that allows for passing Caller ID.
AltiWare - the system software that is used by AltiGen’s Quantum and Triton products. Versions 2.0, 3.0, 3.5, 4.0, 4.0a, 4.5, 4.6, 5.0, 5.0a, 5.1, 5.2, and 6.0
AltiServ - an advanced, highly integrated business and computer telephony platform that consists of a Quantum and/or Triton card and AltiWare software working in a PC/Server running under Windows.
Analog - a method of telephony transmission in which the information from the source (for example, speech in a human conversation) is converted into an electrical signal that varies continuously over a range of amplitude values.
API - Applications Programming Interface. A set of routines that an application program uses to request and carry out lower-level services performed by an operating system.
ASCII - American Standard Code for Information Interchange is a character encoding based on the English alphabet. ASCII codes represent text in computers, communications equipment, and other devices that work with text.
B
BLF - Busy Lamp Field is an LED light used to indicate the status of another extension, line park or other function on a phone.
Blocked Calls - calls that cannot be immediately connected to the number dialed. A call is defined as blocked when access paths to the called station are unavailable. This is not applicable to AltiServ.
BPS - Bits Per Second. The number of bits transmitted per second.
C
Caller ID - Caller Identification (CID, or more properly calling number identification) is a telephone service, available on POTS lines, that transmits a caller's number to the called party's telephone equipment during the ringing signal, or when the call is being set up but before the call is answered.
CAMA - (Central Automatic Message Accounting), dedicated trunks for enhanced 911 usage.
Card - printed circuit assembly.
CCIS - Common Channel Interoffice Signaling. A method of carrying telephone signaling information along a path different to the path used to carry voice.
Central Office (CO) - a switching system that connects lines to lines, lines to trunks, and trunks to trunks. These systems are operated by local telephone companies. The term sometimes refers to a telephone company building in which a switching system is located and sometimes includes other equipment (such as transmission system terminals).
Centrex (CTX) - a business telephone service offered by a local telephone company from a local central office. Centrex is a single line telephone service, delivered to individual desks or telephones with added features such as intercom, call forwarding, call transfer, toll restriction, out call routing, and hold on single line telephones. These features are provided by the local phone company’s central office. Centrex is a leased business service serving as an option to owning a PBX or key telephone system.
Channel - the smallest subdivision of a circuit capable of carrying communication service.
Circuit - the physical connection of channels, conductors and equipment between two given points. Includes both transmitting and receiving capabilities.
Client - a process whose threads call services provided by either a local or remote server process. In Windows, communication between a client and server occurs through the local procedure call (LPC) or remote procedure call (RPC) facilities.
COM - is the original name of the serial port interface on IBM PC-compatible computers.
Conference Call - a call in which two or more persons speak together. Stations may be internal or external.
Configuration Databases - those databases that represent unique customer specifications relating to system and station features.
Console Phone - emulates a standard Attendant Console through software. It provides all the call handling features provided by a standard hardware-based console and has the flexibility of adding new features through software without changing the hardware (i.e. AltiConsole).
Conversation Path - the route from originating port to terminating port of a twoway communication. A conversation requires two such port-to-port paths. Transmit and receive.
CTI - Computer Telephone Integration. Or in the case of an AltiServ, Computer Telephony Internet.
CTI Communications - The parent company for AltiSupport and AltiTraining.
D
Database - a collection of related data that can be immediately accessed and operated upon by a data processing system for a specific purpose.
DC - direct current. The flow of free electrons in one direction with an electrical conductor, such as wire.
Default - the preset value from the factory or the software writer that the program or equipment comes with. In the absence of any other command from the user, it will work with default values.
DHCP - Dynamic Host Configuration Protocol is a protocol used by networked devices to obtain the parameters necessary for operation in an Internet Protocol network.
DID - Direct Inward Dialing is a feature offered by telephone companies for use with their customers' PBX systems, whereby the telephone company allocates a range of numbers all connected to their customer's PBX. As calls are presented to the PBX, the number that the caller dialled is also given, so the PBX can route the call to the desired person or bureau within the organization.
Digit - a single whole number between 0 and 9.
Disk Duplexing - the procedure of copying data onto two hard drives, each using its own hard drive controller. If any component (hard drive controller card, cable, boot hard drive) on the first channel fails, then the second channel will boot and operate normally.
Disk Mirroring - the procedure of duplicating data written to two identical hard drives, where both hard drives are connected to one disk controller card. If one hard drive fails, then the data can be retrieved from the second hard drive.
DMZ - Demilitarized Zone is based on military usage of the term but more appropriately known as a demarcation zone or perimeter network. It is a physical or logical subnetwork that contains and exposes an organization's external services to a larger, untrusted network, usually the Internet.
DNIS (Dialed Number Identification Service) - is a telephone service that identifies for the receiver of a call the number that the caller dialed. It's a common feature of 800 and 900 lines. If you have multiple 800 or 900 numbers to the same destination, DNIS tells which number was called. DNIS works by passing the touch tone digits (DTMF or MF digits) to the destination where a special facility can read and display them or make them available for call center programming.
Do Not Disturb (DND) - when this feature is selected, all incoming calls to the user’s extension are denied. If the station has system forwarding instructions, the calls will be automatically redirected to another extension, Attendant, or operator.
DTMF - Dual Tone Multi Frequency are the low and high frequency tones that comprise touch tone signals.
Drop-Down Menu - a list of options that display below a menu option.
DSP - Digital Signal Processor. A microprocessor with an architecture that is particularly optimized to perform mathematical algorithms that manipulate digital signals.
E
En-Bloc Dialing - dialing scheme that allows the terminal to include all the digits required to complete a call.
Environmental Subsystem - A protected subsystem (server) that provides an application programming interface (API) and environment - such as Win32, MS-DOS, POSIX, or OS/2 - on Windows.
Ethernet - a communications protocol used in local area networks to connect computers, terminals, printers, etc., typically located within the same building. Ethernet operates over twisted wire and over coaxial cable at speeds up to 1 Gigabit per second. Ethernet is a physical link and data link protocol reflecting the two lowest layers of the DNA/OSI model.
Exchange Server Integration - provides unified messaging by synchronizing the mailboxes in an AltiServ and Exchange Server, so that a user can access messages in either server. If a message is added to one server, it is automatically sent to the other server, similarly, if a message is deleted in one server it is automatically deleted from the other server.
Extension Number - an arbitrary number of two to five digits that matches a station to a particular user.
F
FCC - Federal Communications Commission is a United States government agency created, directed, and empowered by Congressional statute and with the majority of its commissioners appointed by the current president.
File Server - an integral part of a multi-user computer network such as a local area network (LAN). It typically is a combination of a computer, data management software, and large capacity hard disk drive. A file server directs all movement of files and data on a multi-user communications network and gives each user on the network access to files stored on the file server. It allows the user to store information, leave electronic mail messages for other users on the system and access application software on the file server such as word processors or spreadsheets.
FLASH - a sudden brief signal. Activated by depressing the flash key on the telephone pad if one has been configured, or by a quick press and release of the receiver button (switch hook).
FSK - Frequency Shift Keying is a modulation technique for data transmission.
FXS - Foreign Exchange Subscriber is an analog interface for direct connection of a telephone set to a digital multiplexer.
G
G.711 - algorithm designed to transmit and receive mu-law PCM voice (for North America) and A-law at digital bit rate 64 Kbps.
G.723.1 - speech encoding/decoding standard at 5.6 Kbps or 6.3 Kbps.
G.729 - ITU standard algorithm speech encoding/decoding at 8 Kbps.
G.729A - simplified G.729
G.729B - silence suppresion scheme for G.729
G.729AB - the combination of G.729A + G.729B
GMT - Greenwich Mean Time. Mean solar time of the meridian at Greenwich, England, used as the basis for standard time throughout the world.
Ground Start - a type of start signaling on a subscriber’s trunks in which the ring (minus side) is grounded to get dial tone.
GUI - Graphical User Interface is a type of user interface which allows people to interact with electronic devices like computers, hand-held devices, household appliances and office equipment. As opposed to traditional text-based interfaces, it presents graphical icons, visual indicators or special graphical elements.
H
Hard Disk - a sealed mass storage unit used for storing large amounts of data.
Hardware - a term used to describe the physical components of a machine, particularly computer equipment, and devices containing logic elements used in data processing or communication equipment.
Hertz - cycles per second. Abbreviated as Hz. Common units include megahertz and gigahertz.
http or HTTP - Hypertext Transfer Protocol. The Internet protocol used to manage communications between Web clients (browsers) and servers.
Huntgroup - see Workgroups.
I
Impedance - occurs when power or signal is transferred from one circuit to another. This is known as the resistance of electrical current to alternating current and it is measured in OHMs.
IMAP4 - Internet Message Access Protocol - Version 4.
Interface - the interconnections between two separate systems or pieces of equipment.
ISA - Industry Standard Architecture was a computer bus standard for IBM compatible computers.
ISDN - Integrated Services Digital Network or Isolated Subscriber Digital Network (ISDN), originally "Integriertes Sprach- und Datennetz" (German for "Integrated Speech and Data Net"), is a telephone system network.
ISO - International Standards Organization is an international-standard-setting body composed of representatives from various national standards organizations.
ISP - Internet Service Provider is a company or business that provides access to the Internet and related services.
J
Jack - the mate for a plug. Used to connect two pieces of equipment together.
K
keyboard - system interface for communication. A group of numeric keys, alphabetic keys, or function keys used for entering information into a terminal and into the system. Usually patterned after the QWERTY keyboard layout. This termis derived from the sequence of the first six keys in the first row of alphabetic keys.
L
LAN - Local-Area Network is a computer network covering a small geographic area, like a home, office, or group of buildings e.g. a school.
Language Server - allows the ability to record and play phrases in different foreign languages without requiring any software changes.
LCD - Liquid Crystal Display is a thin, flat display device made up of any number of color or monochrome pixels arrayed in front of a light source or reflector.
LED - Light-Emitting Diode is a semiconductor diode that emits light when an electrical current is applied in the forward direction of the device, as in the simple LED circuit.
Local Address - an address used in a peripheral node or station in place of a network address and transformed to or from a network address for delivery purposes.
Logoff - the procedure by which a user disconnects from a program or session.
Logon - the procedure by which a user begins a program or terminal session and gains access to the AltiServ or Quantum system.
Loop Start - a type of start signaling. A closed path or circuit over which a signal can circulate. When used on a telephone line, it tests the line, the circuit is closed and reflects received signals to the sender.
M
Maintenance - any activity intended to retain a functional unit in, or to restore it to, a state in which it can perform its required function. Maintenance includes keeping a functional unit in a specified state by performing activities such as test, measurements, replacements, adjustments, and repairs.
MAPI (Messaging API) - a Component Object Model (COM)-based API that supports message-related components such as message stores, address book, and message transport.
MDMF - Multiple Data Message Format also know as Caller ID.
MHz - Megahertz.
MIME - Multipurpose Internet Mail Extension. A technique designed to bundle attachments within individual email files. Microsoft email protocol software format.
Module - a compact assembly that is a component of a larger unit in electronics. A detachable section, compartment or unit with a specific purpose or function. mounting panel - the panel used to mount the connection panels to a wall.
Ms - Millisecond is one thousandth of a second.
MVIP - Multi-Vendor Integration Protocol is a PCM data highway for interconnecting expansion boards inside a PC.
MWI - Message Waiting Indicatior is a term for an FSK-based telephone calling feature that illuminates an LED on select telephones to notify a telephone user of waiting voicemail messages on most North American public telephone networks and PBXs.
N
NAT - Network Address Translation is the process of modifying network address information in datagram packet headers while in transit across a traffic routing device for the purpose of remapping a given address space into another.
Network - A configuration of data processing and/or telecommunication devices and software connected for information exchange.
Network Address - An identifier for a node, station, or unit of equipment in a network.
Network Domain - a set of workstations and servers that share a security account manager database and can be administered as a group. A user with an account in a particular network domain can log onto and access his or her account from any system in the domain.
Network Server - networking software that responds to I/O or computes requests from a client machine. Windows network servers can be implemented either as server processes or as drivers.
Numbering Plan - the method of assigning NNX codes to provide a unique telephone address for each subscriber, special line, or trunk destination. In AltiWare, the method of assigning extension numbers and trunk designations to local premises.
North American Numbering Plan - also known as NPA. Refers to the assignment and management of the area code system for North America. Administered by Bellcore, presently being expanded due to high demand for new numbers and services, requiring new area codes. Numbering sequence being changed from traditional N 1/0 X area code (center digit a 1 or a 0) to NNX, where N = numbers 1 to 9 and X = any number.
O
Offhook - refers to a telephone set when the receiver is not resting in the base. This usually initiates a dial tone from the receiver.
One Number Access - a feature of AltiWare that allows users to create a list of phone numbers that the system can use to track users and connect them with an incoming call if they are not at their extension desk.
Onhook - the term used to describe a telephone in the idle state or with the receiver still resting in the base.
OSI - Open Systems Interconnection. A software model defined by the International Standards Organization that standardizes levels of service and types of interaction for networked computers. The OSI reference model defines seven layers of computer communication and what each layer is responsible for.
Overlap Dialing - dialing scheme that allows the terminal to omit part of the digits required to complete a call, while the remaining digits are buffered.
P
PABX - Private Automatic Branch Exchange. A private branch exchange (PBX) that provides access to and from the public telephone network without operator intervention.
PBX - Private Branch Exchange. A switching system providing telephone communications between internal stations and external networks.
PCM - Pulse Code Modulation is a digital representation of an analog signal where the magnitude of the signal is sampled regularly at uniform intervals, then quantized to a series of symbols in a numeric code.
Physical Extension - is associated with a physical port and device. An extension is created, by default, as a physical extension (as opposed to a virtual or workgroup extension) unless there are no more physical ports available.
Pilot Number - the extension number that identifies a workgroup or distribution group.
PoE - Power over Ethernet is a system to transmit electrical power, along with data, to remote devices over standard twisted-pair cable in an Ethernet network.
POP3 - Post Office Protocol version 3. Protocol for retrieving email by remote client.
port - a communication channel through which a client process communicates with a protected subsystem.
POSIX - an acronym defined as “a portable operating system interface based on UNIX,” refers to a collection of international standards for UNIX-style operating system interfaces. In the mid-to-late 1980’s, government agencies began specifying POSIX as a procurement standard for government computing contracts.
POTS - Plain old telephone service, is a term which describes the voice-grade telephone service that remains the basic form of residential and small business service connection to the telephone network in most parts of the world.
Power Failure Backup - If your AC power fails, your telephone system can still operate by switching to a backup battery power supply, often called an (Uninterrupted Power Supply) UPS.
Power Failure Transfer - A telephone system feature. When the commercial AC power fails and there is no backup power source such as a battery or a generator, this feature switches some of the trunks connected to the telephone system to several single line phones that do not need external power and can draw their power from the telephone lines.
Power Supply - the part of the telephone system or a computer that converts thenormal 120 or 240 volts AC power to AC and DC at the various voltages andfrequencies as needed by various components and circuits of the system.
Private Network - A series of offices connected together by leased and non-leasedtelephone lines, with switching facilities and transmission equipment owned and operated by the user or by the carrier and leased to the user.
Protected subsystems - integral subsystems that perform important operating system functions, such as security subsystems among others.
Protocol - A set of rules and conventions by which two computers pass messages across a network medium. Networking software generally implements multiple levels of protocols layered one on top of the other.
PSTN - Public Switched Telephone Network is the network of the world's public circuit-switched telephone networks, in much the same way that the Internet is the network of the world's public IP-based packet-switched networks. Originally a network of fixed-line analog telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones.
Q
QOS - Quality of service is the ability to provide different priority to different applications, users, or data flows, or to guarantee a certain level of performance to a data flow.
Quantum - Was an ISA standard computer telephony board of AltiGen’s AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications. This is obsolete as of 5.1.
Queue - a collection of calls waiting to be served. Queued calls in AltiWare are handled on a first-in, first-out basis.
R
RAM - Random Access Memory. The primary memory in a computer that can be written over with new information. The contents of RAM memory are lost when the electrical power to the PC is switched off.
RAS - Remote Access Service refers to any combination of hardware and software to enable the remote access to tools or information that typically reside on a network of IT devices.
Retry - to resend data a prescribed number of times or until the data is finally delivered.
RJ-11 - The “common” telephone jack. Usually wired with four wires, the red and green signify the tip and ring circuits.
RJ-45 - The “common” telephone jack. Usually wired with eight wires, the red and green signify the tip and ring circuits.
ROM - Read Only Memory is a class of storage media used in computers and other electronic devices.
Root Directory - in an IBM or compatible PC, the directory that is created when the user formats a diskette that may contain subdirectories. Synonymous with system directory.
S
SDMF - Single Data Message Format is a form of caller ID.
server - a process with one or more threads that accepts requests from client processes. It implements a set of services that it makes available to clients running either on the same computer or possibly on various computers in a distributed network.
Slot - a numbered division of a computer in which a printed circuit card is located.
SMTP - Simple Mail Transfer Protocol. Protocol for sending Internet email.
Station - any location wired to accept a telephone, sometimes referred to as an extension. Also another name for a place where a call can be answered. It may be a telephone, an Attendant console, a PC, or any other device.
Subscriber - a user or connection. The line from a telephone to a switch.
System Speed Dialing - this feature allows the user to access a system wide directory of commonly called numbers that have been “condensed” into a two- or three-digit code on the telephone dial pad.
T
TAPI - Telephone Application Programming Interface. A call-processing software that allows developers to implement telephony applications that control switches from different vendors.
TCP/IP - Transfer Control Protocol/Internet Protocol. A full set of protocols used on the Internet.
TDM - Time Division Multiplexing is a type of digital or analog multiplexing in which two or more signals or bit streams are transferred apparently simultaneously as sub-channels in one communication channel, but are physically taking turns on the channel.
Telecommunications - any transmission, emission, or reception of signals, writing, images, or other information by wire, radio, or any other electromagnetic system.
TFTP - Trivial File Transfer Protocol is a very simple file transfer protocol, with the functionality of a very basic form of FTP; it was first defined in 1980.
Tip and Ring - the traditional telephony indication of plus and minus in electrical circuits. (See Ground start and Loop start.)
Toll Call - a call to a point outside of the local service calling area. Identified by greater distance and increased rates or by 1 plus dialing requirements.
Toll Restriction - a feature that allows the user to restrict certain station users from placing toll calls, or other non-business related locations.
Traffic - a measure of the demand or use of facilities, circuits, or trunks. Measured by converting seconds and minutes into CCSs (Centum Call Seconds) and Erlangs (hours of use per hour).
Transfer - this feature redirects a call to another extension, the AltiGen Voice Mail System, or operator.
Triton - an ISA standard computer telephony board of AltiGen’s AltiServ product line. It is an all-in-one platform designed with open software standards to facilitate use of enhanced applications.
Trunk - one of the cables that contain numerous shared telephone circuits used to interconnect telephone switching centers.
Trunk Access Code - the prefix digit (i.e. 9) dialed to access a trunk line and dial an external phone number.
Trunk Group - trunks of a common type, given an identity to distinguish between different types of connecting facilities.
U
UCA - Universal Communication Architecture.
UDP - User Datagram Protocol is one of the core protocols of the Internet protocol suite.
UPS - Uninterrupted Power Supply. A backup battery module attached to a computer that allows memory contents to remain intact long enough for the operating system to perform an orderly system shutdown if a power outage occurs.
USB - Universal Serial Bus is a serial bus standard for interface devices.
V
Virtual Extension - an extension not associated with a physical port that allows for guest access to the AltiGen Voice Mail System features and telephone sharing environments. Users of a virtual extension have to log in before accessing the system features assigned to it.
W
WAN - Wide Area Network is a computer network that covers a broad area.
WATS - Wide Area Telephone Service. A leased service for direct long distance dialing.
Wink - a single supervisory pulse.
Workgroup - telephones arranged in groups within a particular organizational function (for example, marketing, sales, service, etc.). Each workgroup is assigned a pilot number. When the pilot number is dialed, the system scans the list of extensions comprising the workgroup and connects the call to the first available idle extension number. If no extensions are available, the call is placed in that workgroup’s queue.
Workgroup Pilot Number - an extension designated to a workgroup that is not associated with a physical port and may consist of up to 64 members. When the pilot number is dialed, the call is distributed to the workgroup members.
World Wide Web - A network of Internet servers that can provide browser information in the form of “web pages” to web clients such as Netscape Navigator.