Office Phone Lines & Telephone Systems Glossary

When it comes to phone line, telephone systems and communication technology, you're likely to find yourself facing a lot of jargon. Make sure you have a handle on your office phone system with the help of our useful office phone line glossary.

ACD: Automatic Call Distribution is a way for you to handle a large number of incoming calls by using a pre-programmed sequence to distribute calls between a number of different answering positions and machines.

ACI: This stands for an Advanced Connectivity Interface and is used to describe modern telecommunications systems.

ALI: This is an acronym for an Analogue Link Interface.

API: An API is an Application Programmers Interface, a software-implemented interface that allows the program to interact with other types of software.

APNSS: This stands for Analogue Private Network Signalling System and is an analogue version of DPNSS, a private networking standard.

Applet: An applet is any small application that is designed to undertake one specific task, often either small tasks within a larger program, plugins or online Java programs.

ASSF: Standing for Analogue System Supported Featurephone, this is a multiline or ACD terminal capable of dealing with many incoming calls and the linecard interface that supports them.

ATM: Asynchronous Transfer Mode is a standardized and extremely quick type of digital transmission technology that can transfer all types of information (such as voice, data and video) through a single network.

BHCA: This means Busy Hour Call Attempts, a way of measuring the number of calls expected during a busy hour to make is easier to make a capacity plan for the network or business.

BRAIF: A Basic Rate Access Interface is an interface card that allows basic rate access to an ISDN.

Break In: When it comes to telecommunications, a Break In refers to a way for you to dial directly into a local PBX (Private Branch Exchange) and then all across a private network of PBX systems from an external exchange line.

Break Out: A Break Out is a way to dial across a private network so that you can then access an exchange line at a suitable PBX so that the call can then be charged at the local rate.

BRI: Stands for a Basic Rate Interface is an ISDN configuration normally used by smaller sites and customers as it provides access at 144Kbps, provided as two B data channels of 64Kbps and one D control channel of 16Kbps (2B+D).

Busy hour: This is the period of time during which the number of calls received on the system are at their maximum over 60 minutes.

CAI: A Common Air interface is an interface for CT2 (the second generation of cordless telephones) digital cordless communications. It was developed in the UK and has been adopted as a European standard.

Call Centre: When you have a number of employees or telephone systems in a single area that are dedicated to answering or making customer calls.

CAS: Channel Associated Signalling is a type of digital communication signalling that uses routing information to get your voice or data to its destination.

CAT: Standing for Computer Assisted Telephony, CAT simply refers to the relationship between phone systems and computers. See also, CIT and CTI.

CCS: Common Channel Signalling is the practise of transmitting signalling information on a separate channel from data and that signalling channel actually controls multiple data channels.

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CCS: Meaning Cent Call Seconds, this is used to describe a unit of traffic equal to the average number of calls per hour, if a mean holding time of 100 seconds is assumed.

CDS: Your Caller Display Service is a BT service that's your way of finding out the identity of your caller.

CIL: Standing for Call Information Logging, this is an automatic way in which information about you ingoing and outgoing calls are logged and saved.

CIT: Computer Integrated Telephony is a way of describing a relationship between telephonic information and computer systems. See also CAT and CTI.

Class of Service: When it comes to phones and telecommunications, Class of Service refers to the type of telephone system a call is being made on.

CLI: Calling Line Identification is another name for a telephone service that identifies the number of the calling party.

Conference Call: A Conference Call is a call between more than two different parties and can be initiated by any of the callers.

CSTA: Computer-supported Telecommunications Applications is a way of helping CTI applications work with many different types of telephone systems.

CT2: This is the widely accepted name for a second-generation Cordless Telephone, meaning a digital phone can works wirelessly.

CTI: Computer Telephone Integration simply means a system by which phone and computer technology are able to work together. See also CAT and CTI.

DASS: Developed by BT, a Digital Access Signalling System is a propriety standard that provides ISDN and public network services in the UK. The current incarnation is DASS2.

DCC: A Delta Channel Controller is a device that can control the internal Realitis DX/iSDX CCS highway.

DDI: Standing for Direct Dial Inwards, this is a function that makes it possible for switchboards to call people directly at their own desks.

DN: A DN is a Director Number - as in the number assigned to a particular calling point and the one that callers know how to use to reach that point.

DND: This stands for Do Not Disturb and is the name of a phone setting that will mute or redirect calls from a device when switched on.

Dongle: A dongle is a portable device that acts as a copy protection for a particular software application. It typically plugs into a parallel or UBS port.

DPNSS: A Digital Private Networking System is a private networking standard developed by BT and other PBX suppliers allowing full feature access to be shared between PBXs in private networks.

DSS: Standing for a Direct Station Select, this is a button that will directly dial the person or extension that has been assigned to it.

DTMF: A Dual Tone Multifrequency is the signals used to show which buttons are being pressed on push-button telephones.

ECMA: This is the name of a European association for standardising information and communication systems.

EMC: Standing for Electromagnetic Capability, this signifies the measure of how capable a system is of operating without interference from other systems.

ETS: The European Telecommunications Standard is an agreed set of standards for European telecommunications.

ETSI: The European Telecommunications Standard Institute is responsible for the development of standards that will be upheld throughout telecommunications in the EU.

EuroISDN: This is the name for ISDN that adheres to the relevant European ETSI standards.

FTP: A File Transfer Protocol is a standard internet protocol designed to make it easy to transfer files or data over the internet.

Gateway: A gateway typical means a link between two programs or devices that can be used to share information.

HCS: Stands for Hundred Call Seconds and is another way of saying CCS.

Hybrid: In telephone communications, this typically refers to a business communication system providing key system functionality and/or PBX.

iCAT: This is a term used to describe telephone communication systems or devices that use computer service, it stands for Integrated Computer Assisted Telephony.

IPX/SPX: Standing for Internetwork Packet Exchange/Sequenced Packet Exchange, these are networking protocols mainly used on Novell NetWare Operating systems.

ISB: An ISB is an Inter Shelf Bus, a system that carries control signals.

ISDN: Integrated Services Digital Networks are facilities than can transfer voice, data and video across public or private networks rather than only being able to transfer one or the other.

ISO: Standing for International Standards Organisation, this is a UN technical agency that hopes to standardise a wide range of industries.

ITU: The International Telecoms Union is a UN telecoms agency that hopes to standardise telecommunications industries.

IVR: Systems that have an Interactive Voice Response can let callers conduct transactions, or store and receive information with the help of voice instructions.

Key System Working Group: This is the name assigned to terminals that can be members of more than one group.

LAN: Standing for Local Area Network, this refers to computers linked via a network over a relatively small area - for example a home or office.

Leased Line: A Leased Line is a dedicated and permanent telecom connection between two points/locations. It's also often referred to as a Private Circuit or Data Line.

MAPI: This is a Messaging Application Programming Interface that is available through Microsoft Windows.

MDF: Standing for Main Distribution Frame, this is a wiring arrangement connecting outside lines to internal lines from exchange equipment.

MDSC: This is a Modular Digital Shelf Controller and part of the subsystem for the Realitis DX processor.

Media Card: A Media card is a storage device used to back up memory on Realitis DX systems.

MIS: MIS stands for Management Information System and the name of the hardware and software that manages Automatic Call Distribution.

MMI: Standing for Man-Made Interface, this is the name for any procedure that allows a human to interact with a system or device.

Modem: A Modem is a piece of hardware commonly used to send digital signals over analogue lines, and many are frequently used to create an internet connection.

MSIF: Modular Shelf Interfaces are used to control the communications between processors and telephony interfaces.

MTTR: This stands for Mean Time to Repair, an estimated prediction for the amount of time it will take to repair a specific software or hardware problem.

Multiline Group Working: This is when a group of computer terminals share the same key and lamp layout and are members of only one multiline group.

Multimedia: Multimedia devices and applications are ones that can cope with a number of different media, such as voice, data and video.

Multiplexer: If you need to send more than one signal over one physical channel at any one time, you need a Multiplexer to assist you.

Network: A Network is a connection that allows a number of terminals to share information and communication links despite differing geographical locations.

Night Service: When Night Service is used in telecoms, it typically means the period outside working hours when a call centre redirects calls to another answering point or machine.

NMS: Standing for Network Management System, this is a way for managers to keep track of traffic levels and congestion so that alternative measures can be taken if it seems as though a phone system is under too much stress.

Node: A Node is an intelligent routing point on a phone system that can help decide how calls are distributed.

NT1: This means Network Terminator 1 and applies to the logical interface of the carrier side on an ISDN connection to carry out functions like signal conversion or echo cancellation.

OCA: Open Communications Architecture is a Siemens-built strategy to provide a framework for new and existing devices.

ODBC: Standing for Open database Connectivity, this is a Microsoft standard interface that allows databases created by different relational and non relational database programs to be accessed.

OSI: An Open Systems Interconnection is a reference model for a multi-level architecture proposed by the ISO (International Organisation for Standardisation) for network protocol standards.

Packet Switching: A process where data is broken down into standard units (packets) before transmission, allowing recipients to receive and properly organise upon arrival.

PBX: Also known as PABX, Private Branch Exchange is a telephone system where an attendant directs callers to their proper extension.

PCMCIA: The Personal Computer Memory Card International Association places standards on devices such as disk drives and modems. The term also refers to a component produced by the organisation, now called a PC Card.

Point and click: This defines user interaction involving using the mouse to manoeuvre the screen, selecting their options with the mouse button.

POT: This is an acronym for Plain Old Telephone; a normal telecommunications device.

PRI: The Primary Rate Interface is an ISDN connection of 2.048 Mbps in Europe or 1.544Mbps in the US, Canada and Japan.

Private Circuits: This indicates dedicated links between communications nodes on a network.

Private network: A closed network for communications within one organisation or group.

PSTN: A Public Switched Telephone Network can be accessed by any member of the public.

PSU: Power Supply Units bring energy to their selected devices.

PTO: A Public Telecommunications Operator has been licensed to operate a public telecommunications system.

PTT: A governmental body with authority over Post, Telegraph and Telephony systems.

PWA: Printed Wired Assembly is typically utilised on a circuit board.

QSIG: A protocol for communications between PBXs serving as standard under a number of organisations (ECMA, ETSI, ITU).

RAID: A configuration of several hard disks with identical data; ensuring back up in case the main drive fails.

RISC: A Reduced Instruction Set Computer operates on simplified commands to enhance performance.

RNR: Ring No Reply indicates there has been no response to a communications transmission.

SBC: A digital attendant with an on-screen directory.

SCSA: Signal Computing System Architecture explains how software and hardware interact, which telecommunications manufacturers use to create their systems.

SCSI: A Small Computer System Interface maintains standards for connecting computers to peripheral components.

Service Level: Estimated amount of customer satisfaction measured by percentages of calls answered in a given time.

Short Code Dialling: Calls made to longer numbers through abbreviated codes.

SPI: A Service Provider Interface is a software mechanism to support the implementation of a service.

SQL: IBM-generated language for working in databases.

TA: Terminal Adapters make connections possible by non-ISDN terminals over ISDN lines.

Tandem: A network exchange employed to switch traffic between communications nodes.

TAC: A Trunk Access Class controls access of certain communications circuits.

TAPI: Telephony Applications Programmers Interfaces allow users to control a telephone from a windows-based application.

TCP/IP: The Transmission Control Protocol and Internet Protocol are layered guides in using communications networks.

TE1: Any one of a number of terminals on an ISDN line, including telephones and computers.

TELNET: Allows programs to exchange ASCII and control information over networks as if it were by a normal terminal.

Terminal: A device that can receive and send information over a network.

Tie Line: A permanent link between two or more PBXs over a communications network.

TJF: A Test Jack Frame, supplied by a PBX, provides connection points for exchange and extension ports.

Trunk: A circuit provided by a public or private network operator for incoming or outgoing telephone calls.

Trunk performance: Usage statistics, such as efficiency, of a designated trunk.

TS: Trunk Select is a terminal button that allows a user to answer an incoming call.

TSAPI: Similar to TAPI, but where a telephone can be controlled over a LAN.

UPI: A Universal Peripheral Interface is a general purpose computing processor within communications devices.

V Series: Best practices from ITU concerning data transmission over telephone lines.

V.24: A standard serial port for single-ended communications.

VAN: A network built with traditional communications in mind but connected to devices permitting new types of communications tariffs.

Video-Conferencing: Telecommunications supporting image, voice and data connections over a system.

VIM: Vendor Independent Messaging is a standard interface for email applications.

VIOCA: A Visually Impaired Operator Console Attachment allows communications access for those with sight impairments.

Voice messaging system: A system allowing users to send and receive voice messages, commonly referred to as voice mail.

Voice processing system: Products that pertain to voice messages, recognition and response.

Voice recognition: Also known as speech recognition, these are systems that translate spoken commands to computer actions.

Voice response system: A device able to link sentences to create a spoken message.

VPN: A Virtual Private Network carries offerings of a private network over the structures of a public network.

X series: The ITU's guidelines for data transmissions over digital circuitry.