A

ACD

Automatic Call Distribution—a switch feature that distributes incoming calls to available agents.

Active Agent

A contact center employee who is processing a call.

Agent

A contact center employee who services requests from customers.

Agent Control Window

The applet that is downloaded to the agent's browser.

Agent Mailbox

A mailbox used to collect messages which need to be serviced by a specific agent. Messages in an agent mailbox originate from either a direct correspondence between a consumer and an agent or from replies to inquiries from another agent. Any message arriving in an agent mailbox is delivered to the agent through a direct agent message call, thus collecting Call Management System (CMS) statistics.

Alarms

Notifications generated when certain threshold conditions are met for an error (contrast with Error).

ANI

Automatic Number Identification—A telecommunications industry term referring to knowledge of the calling party's number.

API

Application Program Interface—a language and message format used by an application program to communicate with the operating system or other system program. APIs are implemented by writing function calls in the program, which provide the linkage to a specific subroutine for execution.

Applet

A small application that is downloaded from the Internet and executed in a browser on a desktop.

Archive Database

A database that contains only messages that are no longer active (closed, blocked, or failed). As the Current database reaches its storage limit, the system administrator moves closed messages to the Archive database (see Current Database).

ASAI

Adjunct/Switch Applications Interface—Avaya's Computer Telephony Integration (CTI) offering or recommendation for interfacing data adjuncts and communications systems. ASAI supports activities such as event notification and call control.

ASAI Phantom Call

A call that is placed through ASAI as a third_party make_call. A phantom call is originated from a non-physical device and may be placed anywhere. In all other ways, a phantom call is treated like a voice call.

ASCII

American Standard Code for Information Interchange—a binary code for text as well as communications and printer control. It is used for most communications and is in the built-in character code in most minicomputers and all personal computers.

Auto-acknowledgments

An email message that is automatically sent to the consumer upon receipt of the consumer's message into the call center.

AWOH

Administered Without Hardware—a station from which a DEFINITY ECS can send a call, even though there is no physical telephone.

B

BCMS

Basic Call Management System—a DEFINITY ECS feature that provides a variety of measurements that may be used to monitor the ACD.

C

Caller Control Window

The applet that is downloaded to the customer's browser when the customer initiates an Internet session.

CentreVu Computer-Telephony

Software that interprets proprietary CTI signaling and converts it into an industry-standard TSAPI and/or JTAPI interface to the LAN.

CGI

Common Gateway Interface—the programming interface for executing programs on Web (HTTP) servers. CGI defines the structure for passing data from the server to the server's gateway program, which does the processing, and returns the results from the gateway program to the HTTP server to the requesting client.

CGI Script

A program that is run on a Web server, triggered by a request from a browser.

CMS

CentreVu Call Management System—an application which runs on an adjunct processor to collect, store, and report call statistics from the ACD. CMS enables call centers to monitor and manage their operations by generating reports on the status of agents, splits/skills, trunks, trunk groups, vectors, and VDNs.

CODEC

COder/DECoder—an electronic circuit that converts audio or video into digital code, and vice versa. An example of a codec is an analog/digital and digital/analog converter. A codec can also be software that converts packets or streams from one protocol to another.

Collaborative Browsing

A feature of the real-time software that includes PagePop, escorted browsing, and HTML forms sharing. Also called Escorted Browsing.

Contact Center

A business that provides service to its customers through agents. Traditionally, requests for service have come through the use of the telephone, but modern technology has broadened that channel to include fax, voice mail, email, and the Internet, turning the “call center” into a “contact center.”

CSTA

Computer Supported Telephony Application—an international standard interface between a network server and a telephone switch established by the European Computer Manufacturers Association (ECMA).

CSU

Channel Service Unit—a device residing between the customer and Central Office equipment that serves to terminate and recondition the digital signal on a circuit. CSU generally refers to equipment terminating a DS1 circuit.

CTI

Computer-Telephony Integration—the integration of services provided by a computer and a telephone (data adjuncts and communication systems).

Current Database

A database that contains all messages that are being processed. Depending on the size of the current database, it can also contain some closed messages. As the current database reaches its storage limit, the system administrator moves the closed messages to the Archive database (see Archive Database ).

Customer

The person requesting contact with an agent.

D

DCP

Digital communications protocol—a protocol that accepts and processes data that has been converted into binary numbers. The line that connects the CALLMASTER VI voice terminal to the DEFINITY Generic 2 ECS is a 2–wire DCP line interface.

Designer Reports

CentreVu Supervisor reports that are developed by Avaya associates and generally sold to contact centers.

DNIS

Dialed Number Identification Service—an ACD capability that enables calls to be routed based on the number dialed by the customer.

Drill Down

To move from summary information to the detailed data that created it.

DS1

Digital Signal, level 1—a 1.544Mbps digital circuit, generally split into 24 64Kbps channels (trunks), with 8Kbps reserved for signaling.

DSP

Digital Signal Processor—a high-speed chip (specialized microprocessor) that is customized for specific applications such as voice/video encoding/decoding.

E

EAS

Expert Agent Selection—a DEFINITY ECS feature that provides a group of capabilities, including assigning skills to VDNs and agents. This is a skills-based form of call routing.

ECMA

European Computer Manufacturers Association—an organization devoted to international standards for the computer manufacturing industry.

ECS

Enterprise Communications Server—a DEFINITY switch providing features and capabilities specially designed to enhance call center operations.

Email

In the messaging-software environment, email includes messages of any media type, including, but not limited to, text-based messages that can originate through forms filled out by consumers by way of Internet Web pages, or free-formatted messages sent to general Internet addresses supported by business.

Enhanced Collaboration

Methods in which agent and caller can collaborate over the Internet. Examples of enhanced collaboration include text chat, escorted browsing, and HTML forms sharing.

EPN

Expansion Port Network—a DEFINITY ECS cabinet that holds DEFINITY ECS circuit packs. This cabinet may be attached to the Processor Port Network (PPN). The cabinet that houses the switch processing element by way of fiber or DS1.

Error

A problem condition that occurs which may lead to service problems. Some errors will be stored for informational purposes only. Other errors can lead to an alarm being generated if certain threshold conditions are met (contrast with alarms).

Escorted Browsing

The ability for one party's Internet browser session to cause another's browser session to display the same information that is currently being viewed (also known as “URL sharing”).

Ethernet

An industry standard, high-speed data network protocol commonly used in a LAN environment.

F

Firewall

A network node set up as a boundary to prevent traffic on one segment from crossing over to another segment based on a set of administered rules. Firewalls are used to improve network traffic as well as for security purposes. A firewall may be implemented in a router or it may be a device specialized for such purposes.

Forward Message

A message that is forwarded by an agent to another person (for example, a subject matter expert [SME] or an agent) through email. Messages are forwarded to other people to request assistance in composing a reply to a customer request.

Frame

A portion of a Web page that can change without a change in the URL.

Free-formatted Email

Messages generated by consumers using their email client. The format of such messages cannot be predicted and may include file attachments.

H

Hacker

A person who tries to gain unauthorized entrance into a corporate network for the purpose of theft, malicious destruction, and/or amusement. A hacker may try to gain access to computer systems by electronic or brute force means.

HTTP

HyperText Transport Protocol—the client/server protocol used to connect to servers on the World Wide Web. Addresses of Web sites begin with an http: prefix.

Hunt Group

A group of trunks/agents selected to work together to provide specific routing of special purpose calls.

I

ICC

Internet Call Center—the real-time software that provides a customer with the ability to communicate with an agent over the Internet in real time. Real-time communications can take place by way of Text Chat, Internet telephony, telephone Callback, and/or by collaboratively browsing the Web.

ICM Server

A platform from which the real-time Java applets are served and where the Java call control code executes. The ICM server also proxies data between the Agent and Caller Control Windows.

IIS

Internet Information Services—a Microsoft software package that runs on a Microsoft NT server and allows the server to perform Web server functionality, among other services.

IMAP4

Internet Message Access Protocol, version 4—An evolving Internet client email access protocol, rapidly gaining in popularity.

Inbound Message

A message received by the contact center and processed by the messaging software. Typically, these messages will originate from the consumer, but they may also originate from another associate within the contact center (for example, an SME or an agent).

Internet Telephony

The capability to communicate verbally across the Internet. Also known as Voice On the Net (VON) and Voice Over Internet Protocol (VoIP).

IP

Internet Protocol—The underlying protocol used to pass data from one Internet host to another.

IP600

Avaya IP600 Internet Protocol Communications Server—one of the Voice over IP (VoIP) gateways used by CentreVu Internet Solutions to permit agents and customers to talk over Internet connections.

ISDN

Integrated Services Digital Network—the International telecommunications standard for transmitting voice, video, and data over a digital communications line.

ISO

International Standards Organization—an organization that sets international standards.

ISP

Internet Service Provider—a business that members subscribe to in order to gain access to the Internet (examples include AT&T WorldNet, America On-Line, NetCom, and Compuserv).

ITG

Internet Telephony Gateway—one of the Voice over IP (VoIP) gateways used by CentreVu Internet Solutions to permit agents and customers to talk over Internet connections.

J

Java

A cross-platform programming language developed by Sun Microsystems.

JTAPI

JAVA Telephony Application Programming Interface.

J-Mode

A term used to refer to the messaging software running in a Japanese operating system for support of Japanese agents and supervisors.

L

LAN

Local Area Network—a short-range data communication network linking computers and peripherals, such as printers. Ethernet is a common LAN protocol.

Launched

The status of a message, once a call has been launched to DEFINITY ECS and is waiting to be answered by an agent.

M

MACS

Multimedia Applications Customer Support—a group of engineers within Avaya who perform pre-sale, installation, and post-sale escalated support for CentreVu Internet Solutions.

MAPD

Multi-Application Platform—an open platform which allows direct integration of applications into the DEFINITY ECS product line and which also provides integrated connectivity to 10BaseT legacy LANs.

Message

Email retrieved by the POP3 protocol from a mail server. The POP3 protocol does not limit the types of files that may be contained in a message body. Traditionally, email is considered to be text; however, it may also be a fax.

Message Call

A call (associated with a message) that is launched to the DEFINITY ECS. A message call remains active in the DEFINITY ECS while you are processing the associated message. A message call ends when you close or suspend the associated message.

Message Care

The messaging software application responsible for monitoring customer-administered mailboxes for message arrival and delivery of these messages to agents. The messaging software also provides functionality for the agent to use in responding to messages. The messaging software refers to messaging (non-real time communications).

Message Administration

Contact center-defined options administered through browser-based administration Web pages.

Message -enabled agent

An agent that has successfully logged in to the messaging software. A message-enabled agent can be identified by agent ID and IP address.

Message History

The message history generated by the messaging software which tracks state status changes and events associated with each processed message.

Message Response

A message received in a POP3 mailbox, monitored by the messaging software, that was sent in response to an existing message (that is, a received message that already has a tracking number associated with it in the subject line). Message responses can be received from either customers or from SMEs. Customers may reply to an auto-acknowledgment or an agent-generated message. SMEs respond to inquires sent by agents.

MIME

Multi-purpose Internet Mail Extensions—a relatively recent extension to the text-only Internet email definition allowing multimedia email content. MIME enables file attachments in Internet email.

N

NCG

Network Consulting Group—a Professional Services group within Avaya composed of data engineers who provide data networking consulting services, including firewall provisioning, configuration, and maintenance.

NIC

Network Interface Card—a circuit board inserted into a computer to allow communication with other systems on a network or access to a network.

O

ODBC

Open Database Connectivity—a Microsoft- defined Open Interface for accessing most commercial databases.

Original Message

A new service request received from a customer to be processed by the contact center. Original messages may result in outbound messages being sent to both SMEs and the customer. Additionally, original messages may result in received response messages (for example, a customer may elect to reply to a received message from the agent). Both these outbound and received responses will be linked to the original message. Original messages are identified by the lack of a message-generated tracking number in the received message subject header.

Outbound Message

A message sent by the agent to either a customer or an SME. Replies are outbound messages providing customers with either the answer to the their question (see Reply) or a status update. Outbound messages to SMEs are requests for information.

Overflowed

A message status state. Messages in the Overflowed state are waiting to be launched as a call to DEFINITY ECS. For example, if there is a lack of facilities to launch a message call, then that message will sit in the Overflowed state.

P

Packet-Switched Network

A network that divides messages into smaller packets, each with its own identifying and routing information. Packets travel to their destinations by a variety of routes. For data transmissions, a packet-switched network does not dedicate a channel for the duration of a call like a circuit-switched network. Instead, it queues packets and sends them on a standby-basis as channel capacity becomes available. The Internet is an example of a packet-switched network.

PagePop

A feature that automatically displays Web pages to the customer and/or agent based on session events (for example, call queued, call answered, and so on).

PBX

Private Branch eXchange—a contact center premises telephone-switching system that interconnects telephone extensions to each other as well as to the outside telephone network.

Ping

A software command that can test data connectivity to a remote system.

PRI

Primary Rate Interface—an ISDN standard interface which specifies B and D channels for T1 and E1 trunks.

PSTN

Public Switched Telephone Network—the traditional medium for telephone communications.

Purchased Designer Reports

CentreVu Supervisor Designer reports that are developed by Avaya associates and generally sold to contact centers. CentreVu Internet Solutions designer reports have been specially tagged to appear and run even though the Report Designer feature has not been purchased.

R

Received Message

A message, either an original message or a response message, that has been retrieved from the POP3 server.

Related Message

A message that is related to an original message. Related messages include replies sent by the agent to the customer, responses received from the SME, messages sent to SMEs, or follow-up questions received from the customer. Related messages are identified by a shared tracking number stored in the message subject field.

Reply

An outbound message sent to a customer by an agent.

R-Mode

A term used to refer to the messaging software supporting the Romance languages (English, German, French, Colombian Spanish, Brazilian Portuguese, and Italian).

RONA

Redirection on No Answer—if an agent does not answer the message call, RONA redirects it to other coverage.

RTDBM

Real-Time Database Manager—the real-time data manager for CentreVu CMS.

S

Site Identifier

A numeric value (four digits) assigned by the contact center to be appended to a message's tracking number. For example, Trk # 12345678-1111 (see Tracking Number).

Skills Mailbox

A monitored mailbox used to collect messages which are to be serviced by any member of that skills group. The messaging software monitors a skills mailbox and collects the messages for delivery to the agent skills group. These messages may originate from a consumer or be the response to a forwarded message from SMEs within the call center (see Agent Mailbox).

SME

Subject Matter Expert—an associate within the contact center who is consulted by an agent for assistance in creating a customer reply.

SMTP

Simple Mail Transfer Protocol—the standard machine-to-machine (server to server) Internet electronic mail protocol. The messaging software uses SMTP to submit a message to a mail server for delivery to the consumer.

Supervisor

The person in charge of watching and directing the operation and course of action of the contact center's agents.

System Administrator

A contact center associate who successfully entered the system administration password and is, therefore, awarded administrative privileges. These privileges include, but are not limited to mailbox administration and all functionality available to a supervisor (contrast with Supervisor).

T

TCP

Transmission Control Protocol—a protocol that enables different computer hardware and operating systems (such as PCs, Apple computers, UNIX workstations, and mainframes) to communicate.

Telephony Server

CentreVu Computer-Telephony. This software interprets proprietary CTI signaling and converts it into an industry-standard TSAPI and/or JTAPI interface to the LAN.

Tracking Number

A numeric value (up to eight digits) automatically generated by the messaging software for each received original message (for example, TRK # 12345678). A tracking number is followed by a four-digit suffix as a site identifier (for example, TRK # 12345678-1000). The messaging software uses the tracking number to handle messages. An agent can use tracking numbers to find specific messages by searching on a message's tracking number. A customer could use a tracking number to reference an email correspondence.

TSAPI

Telephony Services Application Programming Interface—a telephony programming interface based on the international CSTA standard. TSAPI is designed to interface a PBX with a server to provide interoperability between PCs and telephone equipment.

U

UDP

User Datagram Protocol—a TCP/IP protocol used to transmit data on data networks; commonly used to transmit Internet telephony voice packets.

URL

Uniform Resource Locator—an address used to locate information on the World Wide Web.

UUencode

A UNIX utility that encodes data into 7-bit ASCII for communications over the Internet, which only supports seven bits. The UUencode utility then converts UUencoded data back into its original 8-bit format. Programs such as these are used to transmit proprietary file formats, documents, databases, spreadsheets, and binary executable files, as well as text files that use the full eight bits of the byte.

V

VDN

Vector Directory Number—a switch extension that provides a software link between trunk groups and vectors, enabling incoming ACD calls to be processed by specified vectors.

Vector

A list of steps that process calls in a user-defined manner. The steps in a vector can send calls to splits/skills, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations. Calls enter vector processing via VDNs, which may have received calls from assigned trunk groups, from other vectors, or from extensions connected to the switch.

VOA

VDN of Origin Announcement—an identifying message sent by DEFINITY Generic 2 ECS to an agent about the source of an incoming session so that the agent knows how to answer the session.

Voice Terminal

Another term for a telephone.

W

WAN

Wide Area Network—a network usually connecting Local Area Networks (LANs).

Web

A shortened term for the World Wide Web; the body of information available on the Internet. Also called WWW.

Web Page

A display created with HTML (HyperText Markup Language), the standard language for displaying information on the World Wide Web.

Work Mode

One of several different states an agent can be in while logged in to a call center. Work modes include Auto-In, Manual-In, Auxiliary, and After Call Work (ACW).

WWW

World Wide Web—the body of information available on the Internet. Also referred to as the Web.

   



Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001