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Cisco Systems Worldwide Training Standard Telephony Features Glossary Standard Telephony Features Glossary __________________________________________ 1 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Introduction to Document This document contains a glossary of the features and terminology of standard telephony. Objective Upon completion of this unit you should be able to: Identify and describe the features of standard telephony A ACD Automatic Call Distribution – there are many different models for ACD. Low- end ACD is minimal queuing capability for a station or group of stations with little or no reporting/monitoring. Low to Mid-level ACD will usually include more detailed reports and other ACD features such as Silent Monitor, overflow queuing and messaging. High-end ACD will generally include features like Skills based routing, Time-of-day routing, Agent-Supervisor communications, elaborate/customizable report capabilities, CTI interfaces for database lookups, IVR integration. In addition there is usually support for large numbers of agents and Supervisors have extensive monitoring, management and reporting capabilities. ADPCM - Adaptive Differential Pulse Code Modulation. An encoding technique, standardized by the CCITT, that allows a 4kHz voice channel to be carried within a 32Kb/s digital channel. The technique uses 3 or 4 bits to describe the difference between two samples, taken at a sampling rate of 8,000 times a second. A-Law - A companding algorithm used as the CEPT standard for DS-0 PCM speech companding. (See Mµ-Law) AMI Alternate Mark Inversion is a T1 line coding method. This is the older of the two commonly available. See Line Coding – T1. See Also B8ZS. Amplifier is an electronic device that strengthens a signal. Amplitude is the high point of the wave in an analog signal. Analog Telephones sometimes referred to as 2500 Sets. Analog phones usually interface to analog station cards in the PBX. In some PBX’s the analog station can access PBX features through the use of Feature Access Codes. For example; Flash * 6 might be used to signal to the PBX that the analog station wishes to transfer the call it is currently in progress with. Other codes can identify Conference, Pickup, Park and so on. More advanced analog sets might have buttons that can be configured to send the codes ‘automatically’ thus simplifying the user interface. On some PBX systems the digital phones have access to features by pressing a Feature button or by pressing a flash key and then entering the same access code as used by analog phones. (See also Flash and Digital Telephones) ANI (See Automatic Number Identification) Standard Telephony Features Glossary __________________________________________ 2 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Attendant Console a multi-line phone (physical or softphone) that can access incoming or outgoing trunks to route calls to subscribers. PBX manufacturers generally list several Attendant Console features such as Attendant Recall, Attendant Hold, Attendant login and so on… Auto Answer If this feature is programmed on the template, it will cause the phone to go off-hook (speakerphone) automatically when an incoming call is received. Auto Attendant is a device that answers callers with a digital recording, and allows callers to route themselves to an extension through touch-tone input in response to a voice prompt. Automatic Callback allows internal users who placed a call to a busy or unanswered internal telephone to be called back automatically when the called telephone becomes available. When a user activates automatic callback, the system monitors the called telephone. When the called telephone becomes available to receive a call, the system originates the automatic callback call. The originating party receives priority ringing. The calling party then lifts the handset and the called party receives the same ringing provided on the original call. Automatic Call Distribution is provided through groups of employees who serve customers using telephone, facsimile, Email, the Internet, or remote video links to provide more convenient sales, service or billing operations. When managed well, these centers can serve customers quickly, efficiently and cost-effectively. Center products allow customers in an enterprise to: 1. Retain its customer base through fast and efficient customer response 2. Cater to the needs and preferences of its various customer segments 3. Offer its customers new ways of transacting business Automatic Camp On is the ability to camp on to a busy station or circuit without the requirement to invoke a feature access code. On some systems this was allowed from either/both internal and external callers. For example a user calls a DID number and hears a standard busy signal if the caller does not hang up within a predefined time period the system would generate a camp on tone and the call is effectively held for that station until the phone becomes available. This could be configured such that for internal callers the calling station could hang up and when the called station become available the system would issue a call-back ring to the calling station and ring through to the called station. An occasional situation arose where the called station did not become available for so long that the caller forgot they were camped on and would ‘answer’ the phone as if it were a new call coming to them. Automatic Number Identification ANI is the ability to send/receive the calling number. Some systems can route calls based on this information by making a match in a database and following predefined routing rules. (See also DNIS) Automatic Route Selection ARS - Automatic Route Selection (ARS) simplifies local and long distance dialing by automatically selecting the most convenient and cost- effective route and by inserting and/or deleting the proper routing digits. Authorization Code May be referred to as Checked/Verified, Un-Checked/Un- Verified, Forced, Variable and other descriptions. This code may be used to Standard Telephony Features Glossary __________________________________________ 3 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM 1. control access to features. 2. identify user for charge-back purposes. 3. prohibit or limit access to external trunks or facilities. 4. support input of user defined codes; wrap-up codes for ACD, client/matter codes for law firms and so on. The codes are stored in the CDR/SMDR database and used to track reason for calls or bill back to clients. B B8ZS - Bipolar 8 Zero Substitution is a technique used with DS-1 signals in order to maintain ones density, where a special code is substituted for eight consecutive zeros and marked by two bipolar violations. The use of B8ZS allows the use of a full 64kb/s DS-0 for data transmission. This is called ‘clear channel’. Not compatible with older "AMI" equipment. (Referred to Bipolar 8 Zero Substitution by early AT&T ref.). The receiver must have the ability to recognize the code and return it to the same bit sequence (8 zero’s). Applied against all 24 DS-Os on a DS-1, the effective data throughput of the DS-1 facility is increased with B8ZS from 1.344 Mbps to 1.536 Mbps, a 14% increase in throughput. Bandwidth is a measure of the communication capacity or data transmission rate of a Circuit. The total frequency spectrum (in Hertz - cycles per second) that is allocated or available to a channel, or the amount of data that can be carried (in bits per second) by a channel. Basic Rate Interface (BRI) is an ISDN offering that allows two 64kbps and one 16kbps channels to be carried over 1 typical single pair of copper wires. This is the type of service that would be used to connect a small branch or home office to a remote network. Through the use of BONDING (Bandwidth on Demand) the two 64kbps channels can be combined to create more bandwidth as it becomes necessary. B Channel Bearer Channel. Is one of the multiple user channels on an ISDN circuit. Used to carry user's voice/data Bell Labs is the basic research facility that was AT&T's primary research facility. Bell Labs was spun off with Lucent Technologies. Many very important discoveries have been made at Bell Labs including the transistor, communications theory, and radio astronomy. Bellcore BELL COmmunications REsearch. See Telcordia. The research and development organization owned by the RBOCs. Bellcore represents the RBOCs in developing standards for Telco equipment and in testing equipment compliance to those standards. Bellcore also offers educational and training programs open to all interested parties. BLF (See Busy Lamp Field) Standard Telephony Features Glossary __________________________________________ 4 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Blockage is a percentage of calls that do not complete due to lack of resources such as an incoming call to a PBX that cannot be completed because there are no trunk circuits available to transport the call to the PBX or the percentage of devices that will not get service when simultaneous resources requests exceed system resource (such as time slots or tone senders) availability. (See Traffic and Erlang) Blocking/Non-Blocking are terms used to describe the ability to provide resources to all configured devices simultaneously. A Non-Blocking switch can provide a time-slot or transmission path to all devices simultaneously. A Blocking system cannot. Most PBX systems are Blocking in their standard configuration but with additional resources or specific methods of allocating ports many of them can achieve a Non- Blocking state. This is usually an expensive proposition and may be a competitive advantage for true non-blocking systems. Bridged Call Appearance allows single-line and multi appearance telephone users to have an appearance of another user’s primary extension number. The bridged call appearance can be used to originate, answer, and bridge onto calls to or from the other user’s primary extension number. Busy Lamp Field is an indicator that a station is in use. (See also DSS) In some systems this is a physical or software module that attaches to a phone, Attendant Console or softphone and can be used to monitor several or hundreds of extensions/directory numbers for state. Some examples of ‘state’ may be: 1. in use or busy 2. not-in-service or in do-not-disturb condition 3. available or idle Busy Override – allows approved subscribers to override/interrupt a busy station. Broken dial tone is an interruption of the dial tone. In North America dial tone is generally a steady tone so that a broken dial tone may be used to indicate a message waiting on a device or line. This may be supplementary to a message-waiting indicator such as an LED or display symbol or it may be used on a device incapable of displaying a visual message-waiting indicator. (See also Stutter Tone) Bypass is equipment or circuits that allows incoming trunk circuits to be bridged directly to specific telephones in the event of a catastrophic system failure. Some PBXs had an optional Bypass capability that could be added directly to the system while others used 3 rd party equipment to provide the same capability. Analog Bypass is the most common type but there are Bypass units that can cross-connect/bridge incoming T1/Analog circuits to digital/analog phones. Buzz – Manager/Secretary feature that lets the manager to buzz the secretary to come into the office or the Secretary can buzz the Manager alert them to a call or visitor. Standard Telephony Features Glossary __________________________________________ 5 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM C Call Blocking is controlled through the end-users class of service. If the end-user has not been given access to a specific trunk group or trunk the call will be blocked. Call Coverage provides automatic redirection of calls to alternate answering positions in a Call Coverage path. Call Coverage allows you to: 1. Establish coverage paths with alternate answering positions 2. Establish redirection criteria that govern when a call redirects 3. Redirect calls to a local switch location 4. Redirect calls to a location on another switch 5. Redirect calls to a remote location 6. Redirect calls based on time-of-day This allows users to change back and forth between two coverage choices (either specific lead coverage paths or time-of-day tables). Users may make these changes either an on- or off-site location. Call Detail Recording CDR collects detailed information about all incoming and outgoing calls on specified trunk groups and, if you use intraswitch call detail records, about calls between designated extensions on the switch. It sends this information to a printer or other call detail records output device that may also provide reports. You can use this information to compute call costs, allocate charges, analyze calling patterns, detect unauthorized calls, and keep track of unnecessary calls. (See also SMDR) Call Duration is the period of time that begins with Answer Supervision (destination off hook) and ends when the call is terminated. Call Forwarding allows users to redirect calls to designated destinations. The forwarded-to destination can be an internal extension, external (off-net) number, an attendant group, or a specific attendant. Call Forwarding provides five functions: Call Forwarding-All Calls, Ring-no-answer, Busy — Allows a user to redirect incoming call to the forwarded-to destination. Call Forward Busy/Don’t Answer — Allows a user to redirect incoming calls to a forwarded-to destination only when the user is busy or when the call is not answered after an administrable interval. If the extension is busy, the call forwards immediately. If the extension is not busy, the incoming call rings the called extension, then forwards only if it remains unanswered longer than the administered interval. Call Forwarding Off Net/External — Allows a user to forward calls to an off-net destination. When Coverage of Calls Redirected Off-Net is activated, calls can be monitored for call progress tones, and if a call is not answered, it is returned to the switch for call coverage processing in some circumstances. Standard Telephony Features Glossary __________________________________________ 6 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Call Forwarding Override allows the user at the forwarded-to extension to override Call Forwarding at the forwarded-from extension on a per-call basis so the user can initiate a call or transfer a call back to the forwarded-from extension. Call Hold allows telephone users to disconnect from a call temporarily, use the telephone for other call purposes, and then return to the original call. Called Party Address This is the destination phone number of a call delivered to a switch. For instance this could be the CLID (Calling Line ID) of a call delivered to a PBX using DID or two-way trunks. (See also DID) Calling-party-ID Interface to the PSTN is provided through a digital gateway supporting ISDN Primary Rate Interface. The digital gateway must support ISDN Primary Rate Interface from the network to receive this feature. On an inbound call the network passes the telephone number to the gateway. The gateway then passes the information to the IP telephony server where the information is passed on to the telephone instruments and reports such as call detail records. Call Park allows users to put a call on hold in an ‘orbit’ (an orbit is something like a phantom extension) and then retrieve the call from any other voice terminal within the system by dialing the orbit number. This is commonly used in an Attendant/Subscriber scenario. On some systems the call was actually parked on a idle/busy extension. If it was parked to a busy extension the busy subscriber would hear an audible beep tone indicating a call had been parked on their extension. The party they were talking to would not hear the beep. This feature is commonly used in a Boss/Secretary scenario. In each scenario if the call is not picked up in a reasonable time the call should ring back to the attendant or the party that placed the call in park. With the advent of voicemail the Call Park feature is not as commonly used. Call Pickup allows a user to answer calls that alert at other extension numbers within the user’s specified call pickup group. Call Pickup – Directed allows subscriber to press a key/ dial a code and then an extension number to pickup a ringing call at a specific station Call Pickup – Group allows user to enter a code and pickup any ringing phone configured in the same group Call Quality is a measure of the expected quality as determined by the MOS of the Codec (with or without voice activity detection), and the delay, jitter, and congestion on the network. Call Waiting/ Retrieve allows a call to overflow to a second line on an end-users telephone. When the call arrives the end-user will have both a visual and audible notification. The end-user places the first caller on hold and depresses the second line to retrieve the call. Calling Party Name Display feature provides internal station users with an enhanced visual aid in making and receiving calls. In addition to the calling or called party’s Standard Telephony Features Glossary __________________________________________ 7 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM extension number, a customer-definable identification (typically the party’s name) also appears on a stations LCD display. Calling Party Number Display feature provides internal station users with a visual display of the internal and external numbers terminating to their station set. The external number appears only when the local provider passes the information through the PSTN network. Camp On feature allows callers to wait for a busy station or trunk to become available. Typically caller will hear a tone identified as camp-on. May require caller to stay in off-hook condition or may support automatic callback. Some systems support this from both internal and external callers. System may require input of an access code when reaching a busy station or be set to automatically camp-on. Some phone systems will not allow camp-on to phones with voicemail configured as the forwarding target. CAS Centralized Attendant Service – allows a centralized group of attendants to answer calls across the network and transfer them back to stations without holding up the private network links. (Sometimes call release-link trunks) CCITT - Consultant Committee on International Telephone and Telegraph An international organization that develops standards and defines interfaces for telecommunications. (Now known as ITU International Telecommunications Union). CCS is an Acronym that may identify different functions: 1. Common Channel Signaling (out of band signaling such as occurs with ISDN) Many PBXs proprietary private network link either use an actual PRI interface or simulate a D-channel on standard DS-1 circuits. 2. Centum (Roman Numeral C = One Hundred) Call Seconds - standard unit of traffic, used in communications engineering. Typically the CCS associated with common station traffic is 7 to 12 CCS. This number is an assumption when calculating traffic when the actual traffic per station is unknown. (See also Erlang) Cell can be identified by a couple of definitions: 1. Packet switching information grouped in units of uniform size. Cells are fixed-length packets. (e.g. ATM 53-byte cells) 2. A small group acting as a unit in a larger organization (e.g. one of the separate geographical areas covered by a radio transceiver antenna in a multi-antenna cellular phone system, a spreadsheet cell, a biological cell, etc.). Central Office is a location that houses a telephone system generally used for Public Network interfaces such as links between Central Offices, Business Circuits (Trunks) and home telephone lines. Provides phone service to subscribers within a specific geographical area. Central Processing Unit is the part of the switch containing the logic, computation and control circuits. Standard Telephony Features Glossary __________________________________________ 8 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Centrex – public CO offering that provides business telephone services similar to a PBX. Subscribers can dial by directory number, have voicemail and other business features/applications in a limited fashion compared to a PBX. Usually managed by the LEC and includes long term contracts. Centrex Flash – allows subscriber to issue a command that will in turn cause a flash to be sent to the Centrex system to perform transfers and other features. Channel or Time Slot is a single, bi-directional, direct connection between two TDM devices. An actual path you can talk or send data over. Circuit is a physical path through which electrical signals can pass. It consists of a network of conductors and other components, separated by insulators. Technically this term cannot be applied to fiber optic or other "non-metallic" paths. Circuit Switching A system where a dedicated channel is allocated to the users of that call for the duration of that call. That channel is allocated for the duration of the call regardless if information is being transmitted at any given moment. Bandwidth through the channel is fixed, at no time may this bandwidth be exceeded. If this bandwidth is not used it is wasted. While inherently inefficient, the dependable and reliable nature of circuit switching makes it ideally suited to real-time voice and audio/video conferencing applications. This is in stark contrast to systems where statistical multiplexing is used. (See Statistical Multiplexing) Class 3 - IEC - Interexchange Carrier Hierarchical interconnection for Class 4 and optional Class 5 Switches Class 4 - Tandem Office - Toll Office Interconnection for Class 5 Switches and long distance via Class 3 IECs. Optional direct connection to higher volume Class 4 sites. A Class 4 may also serve as a Class 5 CO. Class 5 - Central Office -End Office Connection to local Customer Premise Equipment and local switching. Capacity typically is up to 100,000 lines, 1 to 10 NXX. Class of Service - COS In some PBX systems the COS is used to group telephones and resources, control access to facilities and provide limitations on what numbers can or cannot be called. It can also be used to control access features that can or cannot be accessed. For example; An Executive telephone with COS 10 might be allowed to call long distance without entering an account code but a lobby phone with COS 3 might be required to enter an account code even to dial local numbers. Any other phones assigned COS 10 would have the same restrictions and limitations as the Executive telephone. COS could also be used to perform call blocking so that if blocking was setup between COS 3 to COS 10 then any phones assigned to COS 3 could not call phones/trunks with COS 10 but COS 10 could still call COS 3. This is an example of a patient room phone (COS 3) being blocked from calling the Doctor’s phone (COS 10) but the Doctor could still call the patient room. In Cisco Call Manager system these functions can be performed with Partitions and Calling Search Space. CLEC Competitive Local Exchange Carrier. This is your local telephone service provider who is one of the new-generation providers rather than a RBOC or Standard Telephony Features Glossary __________________________________________ 9 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Independent. A CLEC is really just an Independent albeit one formed after the divestiture of AT&T. (See LEC) CLID Calling Line Identification. This is the ISDN and SS7 equivalent of Caller ID; I.E. the number of the calling party. (See also ANI) CO Central Office. The Telco facility where your local telephone circuit leads to. Contains Switches and Trunks as well as the local telephone circuits. CPE Customer Premise Equipment- Customer owned equipment located at his/her facility. In the USA and Canada the NT1 is part of the CPE Conference – allows 3 or more callers to join in a single conversation Conference Add/Drop – add or remove callers from conference cRTP -Compressed RTP or RTP Header Compression, is a method for making the VoIP packet headers smaller to regain some of the "lost" bandwidth. cRTP takes the 40-byte IP/UDP/RTP header on a VoIP packet and compresses it to 2-4 bytes per packet, yielding approximately 11.2K of bandwidth for a G.729 encoded call with cRTP. (See RTP) CSU/DSU is a device that incorporates the functions of a CSU (Channel Service Unit) and a DSU (Data Service Unit). This device is typically a CPE device used to separate the customer environment from the carrier environment. Various CSU/DSU units have the ability to support different line code formats, reports, troubleshooting tools and features. CODEC is a term combining COder and DECoder. The coder portion receives analog signals such as a speakers voice and converts it into a digital representation of the analog signal for example PCM. At the receiver side the decoder portion translates the digital signal back into an analog voice signal for the end user. CODEC can also be used to perform compression. Com Group – includes a group of stations that can override features such as do-not- disturb by dialing a com group index number. Computer Telephony Integration - CTI The integration of telephony function with computer applications. Conference is a single connection combining more than 2 parties into a conversation. Most PBX systems state a maximum number of parties and further qualify it with how many can be external to the system. PBX manufacturers usually set a limit to the total number of attendees and simultaneous conferences. Some PBX manufacturers offer an optional enhanced conference bridge capability by adding conferencing cards or adjunct systems to provide for increased capacity of both attendees and simultaneous conferences. Conference Bridge (or MCU) is a device that is used to blend the audio signal from more than 2 callers into a single conversation. Country Code Two or three digit codes used for International calls outside of the North American Numbering Plan area codes. Dial: 011 + country code + city code + local phone number) (e.g. "011 + 91 + 22 + 123- 4567" 91 = India, 22 = Bombay) [...]... northern hemisphere Winter) and 5 hours later than Central Daylight-Savings Time (CDT in the northern hemisphere Summer) GMT (Zulu Time) is always the same worldwide Communication network switches are typically coordinated on GMT 16 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary Grade Of Service - This is simply the ratio... – subscriber can dial a code plus a directory number and speak through the speaker of a phone that is in the on-hook state 33 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary 34 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM ... Signal level 1 is 1544 kilobits (1.544 megabits), which is twenty-four 64k, channels plus framing bits (24 x 64,000 = 1536000 bits/sec + 8000 frame bits =1544000 bits or 1536kb or 1.544mb) 12 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary DSS Direct Station Select is similar in function to BLF (see Busy Lamp Field) DTMF, Dual-Tone... 0x1C 4 770 1209 0x13 5 770 1336 0x14 6 770 1477 0x16 B 770 1633 0x1D 7 852 1209 0x16 8 852 1336 0x17 9 852 1477 0x18 C 852 1633 0x1E * 941 1209 0x19 0 13 Column Frequency (Hertz) 941 1336 0x1A World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary # 941 1477 0x1B D 941 1633 0x1F E E1 is the European digital transport medium equivalent... industry standard ESF is composed of 24 frames of 192 bits each ESF provides 16 signaling states in the 193rd bit to ensure synchronization, supervisory control, and maintenance capabilities 14 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary Executive Busy Override allows a user to enter into an established connection A warning... would need to be adjusted to accommodate the hard-coded flash sent by the phone Foreign Exchange (FX) A DS-0 line utilizes Feature Group A facilities on one end of the circuit The Feature 15 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary Group A service connects a customer premise in the foreign location with the line side... ANI) Decibel - Db - db A unit of power (sound, electrical or optical) increase (amplification) or loss (attenuation) that is proportional to the exponential increase or decrease in power 10 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary Demarcation Point - Demarc A point (such as a jack or cross-connect panel) at which ownership... Kbps modes • G.729: Audio Codec Handsfree – allows the subscriber to answer the phone without lifting the handset… Some systems require that the called party press the speakerphone button 17 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary HDB3 - High Density Bipolar Three A line interface standard for E1 which is similar to... single incoming number is given to the public, but multiple incoming channels are supported Hybrid Key System A CPE system that has characteristics of both a key system and a PBX system I 18 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary IDF – Intermediate Distribution Frame – The IDF is commonly used to terminate bulk cables... layer protocol in the TCP/IP stack offers a connectionless internetwork service It provides features for addressing, type-ofservice specification, fragmentation and reassembly, and security 19 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Standard Telephony Features Glossary IP Precedence IP Precedence utilizes the three precedence bits in the IPv4 header's Type . Cisco Systems Worldwide Training Standard Telephony Features Glossary Standard. Features Glossary __________________________________________ 1 World Wide Training Standard Telephony Features - 10/7/01 3:46 PM Introduction to Document