.CSV

Comma Separated Values. A type of database file that separates data fields with a comma.

.spx

The file extension for files created by the Mitel HTML Toolkit Packager. An SPX file consists of individual files bundled together. HTML capable phones extract the individual files which are used for branding, screen savers, and other applications. See the HTML Toolkit Developer's Guide on the Mitel eDocs website for more information.

10 Base-T

10 Base-T or 10 BaseT. Unshielded twisted-pair, minimum Category 3, Ethernet cabling standard. The transmission rate is 10Mbps with a cabling limit of 100m from the Ethernet switch or hub. It uses two pairs of a 4 pair cable with RJ-45 connectors.

2500

A single-line, standard DTMF telephone. This terminology is used in the United States and Canada.

3G

3G is an ITU specification for the third generation (analog cellular was the first generation, digital PCS the second) of mobile communications technology. 3G promises increased bandwidth, up to 384 Kbps when a device is stationary or moving at pedestrian speed, 128 Kbps in a car, and 2 Mbps in fixed applications. 3G will work over wireless air interfaces such as GSM, TDMA, and CDMA.

4ESS

A digital central office switching system that is typically used for \"tandem switching office\" for long distance calls. It is made by Lucent.

5ESS

A switching system made by Lucent. It is typically used as an \"end office\".

802.11a

A faster protocol than 802.11b, operating at 54Mb/s. 11a devices run in the 5GHz spectrum range. Until recently in the UK this band was not available for free use. The Radio Authority has just made it a licence-exempt band for limited use.

802.11b

The first published standard for wireless computer networks. 802.11b devices run at 11Mb/s (11 mega-bits per second). Devices from different manufacturers using this protocol will be compatible. 802.11b operates in the 2.4GHz spectrum range and works in 11 different channels in the UK, 13 or 3 elsewhere.

802.11b+

Referred to as Enhanced 802.11b this is a non-standard protocol being offered by some manufacturers that works at a nominal speed of 22Mb/s.

802.11g

A faster protocol than 802.11b, also operating at 54Mb/s. 11g devices run in the 2.4GHz spectrum range. 11g is likely to take over from 11b as the standard for the foreseeable future.

802.1D

An IEEE standard for bridging LANs (specifically 802.3, 802.4, and 802.5 networks). 802.1D operates at the MAC layer.

802.1p

This is the prioritization standard on your switch. This standard allows prioritized data such as voice packets to pass through the switch first. In the case of VoIP equipment, it will mark the data as high-priority. 802.1p supports eight classes of prioritization, each of which has to be mapped onto a hardware queue in the switch. If you are implementing VoIP then it's best to make sure that your switches support all eight classes.

802.1p/Q

The 802.1p/Q standard was introduced to standardize the various methods of priority and VLAN tagging that were introduced by different manufacturers. An extra field for VLAN identification, which includes 3 bits for priority, is inserted into the Ethernet frame.

802.1Q

This is the standard for virtual LANs. It inserts an extra 4-bytes in the header for designating the VLAN. The extended header also includes the 802.1p priority scheme.

802.3

The official IEEE Ethernet Standard. Ethernet is the leading LAN architecture that originally used BUS topology and CSMA/CD at 10 Mbps. Although 802.3 is not technically the same as Ethernet, the name is commonly used.

802.3ac

A new extended frame length for Ethernet, which includes the 802.1p/Q priority and VLAN tag.

802.3af

802.3af, or Power over Ethernet, defines a way to deliver 48 volts of AC power over unshielded twisted-pair Ethernet wiring. The internal Layer 2 switch on the CX controller supports 802.3af.

802.5

An IEEE physical layer standard for a token-ring LAN access method at 4 or 16 Mbps over unshielded twisted-pair cable.

A-wire

See Tip (lead).

A/D

See Analog/Digital.

Abbreviated Dialing

Abbreviated dial gives users the ability to dial abbreviated speed call codes, which substitute for a system wide list of frequently-called numbers. These numbers can be displayed or programmed at the attendant console or the maintenance terminal.

ABH

See Average Busy Hour.

ABSBH

See Average Busy Season Busy Hour.

Absorbed Digits

In certain call processing functions performed by the SX-200 EL/ML system, it may be necessary to suppress the onward transmission of certain digits received in a dialed sequence of digits. This digit absorption is required for applications such as DID calls and ARS purposes. See also digit modification.

Access Point

An Access Point provides an interface between the wireless network and a wired network. It provides a bridge between Ethernet wired LANs and the wireless network. Access Points are the connectivity point between Ethernet wired networks and devices equipped with a wireless LAN adapter card.

ACD

See Automatic Call Distribution.

ACD Call

An ACD call is an incoming call destined to an ACD path of agent groups.

ACD Caller

An ACD caller is a caller that has successfully entered an ACD path and remains in the path until the call interflows out of the path, and is transferred to an non-path destination, or to an extension that has no logged in agent.

ACD Hot Desk Agent

A hot desk ACD agent can log into any hot desk enabled set and the system will apply the agent’s personal phone profile to that set. After the agent logs into the set, the agent has access to his or her own personal speed calls, features, and phone settings. If you use hot desk ACD agents in a call center, you do not have to provide agents with their own separate phones for their personal use.

ACD Path

An ACD path is a directory number based service that guides an incoming call through a list of ACD agent groups.

ACD traditional agent

A traditional ACD agent is identified by an Agent ID that is programmed in the ACD Agent IDs form. When a traditional ACD agent logs into an ACD set, only the Class of Service (COS) and Class of Restriction (COR) that are associated with the agent’s directory number are applied to the ACD set.

ACDX

ACD Express

ACO

Analog Central Office

Active Agent

Agent that can take ACD calls. An agent is considered \"active\" when: logged in, not in make busy, not in DND, work time is inactive, idle.

Active Loop

A fault condition on an IEEE 802.3 LAN in which there is more than one active route between source and destination nodes; active loops can occur when more than one bridge is attached to the same LAN.

ADC Analogue to Digital Conversion

The conversion of an analogue signal into a digital signal.

Address Ageing

The process that automatically removes infrequently used dynamic MAC addresses after a configurable length of time. Separate ageing times can be configured for addresses associated with extensions on the central LAN and remote LANs.

Address Filtering

A method of deciding which data packets are allowed through a device; the decision is based on the source and destination addresses on the data packet.

Address Resolution Protocol

Protocol used for mapping an Internet Protocol address (IP address) to a physical machine address that is recognized in the local network. The physical machine address is also known as a Media Access Control (MAC) address.

ADL

See Associated Data Line.

Adoptive Differential Pulse Code Modulation

A voice encoding compression scheme providing digitally encoded voice at 32Kbps.

ADPCM

See Adoptive Differential Pulse Code Modulation.

ADSL

See Asymmetric Digital Subscriber Line.

Agent

Agents answer incoming ACD calls. Agents are specially trained to deal with the caller's requests.

Agent Groups

A call centre term, also known as Split, Gate, Queue or Skills Group. An agent group is a collection of agents who share a common set of skills, such as being able to handle customer complaints.

Alarms

There are three categories of urgency of fault condition on the SX-200 EL/ML system: minor, major, and critical. Minor alarms indicate problems affecting a portion of the system, such as failure of a line or trunk circuit. Major alarms indicate problems causing a system-wide degradation of service. Critical alarms indicate serious problems that cause automatic activation of system fail transfer.

ALI

See Automatic Location Identification.

AMB

Analog Main Board

AMC

See Application Management Center.

American National Standards Institute

This organization develops and publishes voluntary standards for a wide range of industries for companies based in the US.

American Wire Gauge

Standard measuring gauge for conductors such as copper & aluminum. The gauge measures the thickness of the cable.

Amphenol Connector

Amphenol is a manufacturer of connectors. An Amphenol connector in this documentation refers to the 25-pair connector.

Analog Loopback

A method of testing modems and data terminals in which the device is disconnected from the telephone line, and a signal is looped out through the transmit side of the device and in through the receive side. This test indicates if the problem is with the telephone line or with the modem.

Analog Transmission

The transmission of a continuously varying signal. For example, in the transmission of speech the magnitude of the signal at any instant in the transmission path is proportional to the magnitude of the original input. This type of transmission is distinct from digital transmission in which the original input is encoded (for example, CODEC) and the resulting line signal is in digital form.

Analog/Digital (A/D)

Implies the transformation of analog signals (such as normal telephone speech signals) into their equivalent digital data signals. The device in general use that performs this transformation is called an A/D converter. The device that converts digital signals into their analog form (if required), is called a D/A Converter.

Analogue

Analogue technology refers to an electronic transmission whereby the voice wave-form of a person having a conversation on a telephone is converted by the telephone of the calling party into an analogue electrical signal with almost exactly the same wave-form. Until recently, telecommunications systems were invariably analogue.

Analogue Multiplexing

In analogue transmission systems, multiplexing can be achieved by a process known as frequency division multiplexing whereby information is transmitted simultaneously within different, and unique, frequency ranges over the same transmission medium.

ANI

See Automatic Number Identification.

Anonymous FTP

By using the word anonymous as your user ID and your email address as the password when you log in to an FTP site, you gain limited access to public files on the remote computer. This type of access is available on many FTP sites but not all.

ANSI

See American National Standards Institute.

ANSWER PLUS

The name of Uniform Call Distribution and Automatic Call Distribution feature packages originating on the SX-2000. The name was eventually dropped, although options in some programming forms in the System Administration Tool (e.g., Class of Service Options) still retain it.

Answering Point

A device to which an incoming call is directed. It usually consists of an industry-standard telephone or an attendant console. Under certain conditions an answering point may be a hunt group, a trunk, an ACD path or a device such as a night bell, an answering machine or a recorder/announcer machine.

AOB

Analog Option Board

API

See Application Program Interface.

APNSS

Analogue Private Network Signalling System

Application Group

Refers to two or more MiVoice Business systems that are grouped into a single entity at the Mitel Application Management Center for licensing purposes.

Application Layer

See OSI Model Layer 7

Application Management Center

A web-based service that handles licensing of Mitel products.

Application Processor Card

A processor containing one or more application programs which meet a customer's particular needs; for example, a hospital, a governmental agency or a university environment. The processor is usually arranged to be accessed directly by an input/output device. However, it can be connected to the SX-200 EL/ML system by means of suitable interface arrangements, and therefore be capable of access by suitable input/output devices which are also connected to the SX-200 EL/ML system.

Application Program

See Application Processor.

Application Program Interface

A collection of protocols, routines or tools used by programmers to develop software application programs.

Application Record ID (ARID)

A value obtained from the Mitel Application Management Center (AMC). Used to license software on a specific MiVoice Business/3300 controller.

ARD

Alternative Recording Device - An off-hook ONS port that connects to callers in a listen-only conference. The user decides what is supplied on the ONS port: silence, music, or endless loop recordings.

ARID

See Application Record ID.

ARP

See Address Resolution Protocol.

ARS

See Automatic Route Selection.

ASCII

American Standard Code for Information Exchange is the code that most computers use to represent displayable characters. An ASCII file is a straightforward text file without special control characteristics. Characters consist of an 8-bit binary code and incorporated parity bits.

Associated Data Line

A DTE connection to an SX-200 EL/ML system by means of a dataset which has an associated telephone set. The user sets up a data call by dialing an access code and destination dataset number

ASU

Analog Services Unit: A component of the 3300 ICP/MiVoice Business call control platform that provides analog connectivity to the system.

Asymmetric

When the downstream/upstream flow of data-speed is unequal.

Asymmetric Digital Subscriber Line

ADSL is a switching technology used to increase transmission speed over copper cable. ADSL allows higher speed transmission downstream (1.5 Mbps - 9 Mbps), but has significantly lower speed (16 Kbps - 800 Kbps) upstream. ADSL is permanently on. ADSL allows the multiplexing of voice data over the same cable. ADSL allows a service provider to transmit data services including internet services by squeezing more data capacity through the copper wire used for telephony.

Asynchronous Mode

In asynchronous data transmission the time between bytes (characters) is indeterminate and depends upon external factors. The transmitted data has its own start and stop elements, and thus controls the receiving device. See also Synchronous Mode.

ATDM

See Asynchronous Time Division Multiplexing.

ATM Asynchronous Transfer Mode

ATM is a LAN protocol that uses cell-based packet-switching protocol for enterprise LANs. It is dedicated-connection switching technology that can support multimedia traffic (voice, video, text, data) at multi-gigabit speeds in the same transmission. ATM runs on fibre-optic or twisted pair cable. It offers universal, service-independent switching and multiplexing capabilities. ATM transports data through fixed length packets called cells. Because ATM is designed to be easily implemented by hardware (rather than software), faster processing and switching speeds are possible. These cells are easier to store and quicker to pass through the network than the variable length packets used by other LAN formats. With the capability of providing a virtual connection with bandwidth allocation as needed, ATM can deliver multi-gigabit speeds. ATM has the ability to support integrated audio, video-conferencing, three dimensional imaging, and high-definition movies in the same transmission and switching fabric that performs

ATO

Analog Toll Office trunk

ATT

Analog Tie Trunk

Attendant

An attendant is also known as an operator. The person who answers a call using a telephone system console.

Attendant Busy Override

Attendant Busy Override is also known as Operator Intrusion. This is a feature where the attendant can, if required forcibly enter an existing telephone conversation.

Attendant Group

Attendant consoles grouped by programming appearances of the console DNs on a console softkey.

Attendant Status Busy-out

A feature that allows an attendant to busy-out a specific station by using the attendant console. An alternative name for this features is Extension Busy-out by operator.

AU

Australia

Authentication

Any process that ensures that users are who they say they are. When you type your name and password, you are authenticated and allowed access.

Authorized Access Codes

The SX-200 EL/ML system can only be accessed for programming, maintenance or administration purposes by first entering an authorized access code (user name and password).

Auto Attendant

An Auto Attendant is a telephony device that uses automated prompts to ask questions of callers and then asks the caller to respond by pressing a number. The system prompts callers to respond to choices (e.g., press one for this, two for that\"). This enables the system to direct the call to the appropriate department or service area.

Auto Wrap-up

Auto Wrap-up is a feature of the ACD whereby the ACD will automatically put agents into After-Call Work once they have completed a call. When they have completed the required After-Call Work, they return their status to Available.

Autobaud Detection

Some data communication equipment can determine, on receipt of one or more characters, the baud rate of the transmitting source. It then sets its own receive circuits to accommodate this baud rate. In the SX-200 EL/ML system this feature is applicable to datasets and to the maintenance/CDE port which automatically adjusts its baud rate to match that of the terminal during the initial setting up procedure.

Automated Software Distribution

An OPS Manager Feature that automatically distributes upgrades from the OPS Manager Station to the network of PBXs.

Automatic Call Distribution

Automated Call Distribution (ACD) is a function of a telephone system that manages incoming calls and handles them based on the number called and provides associated handling instructions. An ACD is used to validate callers, make outgoing responses or calls, forward calls to the right party, allow callers to record messages, gather usage statistics and balance the use of phone lines

Automatic Callback

Also known as Callback.

Automatic Location Identification (ALI)

The use of a database to associate a telephone number with a physical location.

Automatic Number Identification (ANI)

ANI is a method that is used by telephone companies to identify the billing account for a toll call but is not the same as Call Line ID.

Automatic Route Selection

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 digits for proper routing. An alternative name is Call Route Selection.

Average Busy Hour (ABH)

The clock hour that has the highest average business day traffic (see Busy Hour).

Average Busy Season Busy Hour (ABSBH)

This is the hour calculated to have the highest average business day traffic load during the three highest traffic months of the year.

Average Hold Time

The average time a caller must wait before their call is answered by an agent.

AWG

American Wire Gauge

B Channel

The B channel is the 64-K bit channel of a DNIC device. It can carry digitized voice or ASCII characters at a maximum rate of 19.2 Kb/s.

B-wire

See Ring (lead).

Back-up Battery

Also known as Standby Battery.

Backbone

The backbone is the main cabling of a network that all of the segments of that network connect to. Typically, the backbone is capable of carrying more information than the individual segments. For example, each segment may have a transfer rate of 10 Mbps (megabits per second), while the backbone may operate at 100 Mbps. A Backbone is also the network that interconnects other networks, employing high-speed transmission paths and often spanning a large geographic area.

Backbone Network

A network that interconnects other networks.

Backplane

A high-speed communications line to which individual components are connected.

Bandwidth

Bandwidth determines the rate at which information can be transmitted over a computer channel, communications line, or bus. The greater the bandwidth, the greater number of megabits can be transmitted per second.

Bandwidth on demand

A cost saving feature that allows a device to establish a communications link to the central LAN only when bandwidth is required to transfer data. Bandwidth on demand is suitable for high speed connection of voice, data, and video services.

BAP

Bandwidth Allocation Protocol. Layer of the Point-to-Point Protocol (PPP) which simplifies the management of multiple links in data networks.

Basic Rate Interface

ISDN standards and specifications for provision of low-speed ISDN services. Supports two B-channels of 64Kbps each and one D-channel of 16Kbps on a single wire pair.

Battery and Ground Pulsing

A method of signaling used on long lines, in which both wires use battery and ground at each end of the circuit. When signaling to the remote end of the trunk, the battery and ground connections are reversed, opposing the potentials at the remote end and increasing the current supply to the trunk.

Baud rate

A measure of transmission speed over an analog phone line. Often, incorrectly used as interchangeably with bit rate.

BGP

Border Gateway Protocol. A routing protocol that interconnects organizational networks and evaluates each of the possible route to find the best one.

Blocking

Blocking is a process that prevents certain types of calls to be made to or from customer premise equipment. This is used to prevent callers from making long-distance calls, or accessing alternate networks or completing any non-billable calls.

Bluetooth

Bluetooth is a wireless communications standard for short-range, slow-speed communications between electronic devices. It complements Wi-fi in that it enables connectivity of devices without cable. Bluetooth is ideal for short range exchange of communications between devices, but is not intended for full-scale wireless network computing. There are 3 power classes available, giving the following ranges: Class 3 - up to 10metres Class 2 - up to 50metres Class 1 - up to 100metres Bluetooth uses a strong 128-bit encryption scheme. It terms of speed of data transmission, it has a nominal throughput of 1Mb/s (one megabit per second), but 720kb/s is the most generally available for data transfers. When being used for voice purposes (e.g. headset for a mobile phone) it only uses 64kb/s. When a Bluetooth 'network' is established it can have a single Master device and up to 7 Slave devices. These networks are referred to as a Personal Area Network (PAN) or a 'piconet'

BPDU

(Bridge Protocol Data Unit) A spanning tree protocol (STP) message unit that describes the attributes of a switch port such as its MAC address, priority and cost to reach. BPDUs enable switches that participate in a spanning tree protocol to gather information about each other.

bps

Bits per second. Number of binary digits transmitted per second over a communications channel.

BR

Brazil

BRI

See Basic Rate Interface.

BRI Card

The Basic Rate Interface (BRI) card allows the SX-200 to communicate to Central Offices and devices that support BRI. The SX-200 supports the termination and the origination of ISDN voice and data calls for trunk side and line side U interfaces. The trunk side provides Basic Call and Incoming Calling Name.The line side provides data and voice calls from BRI devices, and voice calls from sets. The BRI card provides up to 12 ISDN BRI U interfaces.

Bridge

A device used to connect LANs by forwarding packets across connections at the Media Access Control (MAC) sub-layer of the data link layer of the OSI model. A bridge filters traffic by learning source MAC addresses.

Bridge Protocol Data Unit

See BPDU.

Bridge/Router

A device that can provide the functions of a bridge/ router or both concurrently. Bridge/ router can route one or more protocols, such as TCP/IP and/or XNS, and bridge all other traffic. Also called a brouter.

Broadband

Broadband is term used to describe a telecommunications medium that provides multiple channels of data over a single communication cable. Broadband networks have the capacity to deliver services including television, video conferencing, along with high speed transmission of data, text and graphics. It implies any technology that transmits date over 1 Mbps.

Broadcast

A broadcast is a special message that is destined for all devices. Each device that receives the broadcast must process the message to decide whether any action needs to be taken or not. Broadcasts affect LAN performance and the devices that receive them.

Broadcast Address

A special address that is reserved for simultaneous broadcast to all stations.

Broadcast Domain

A broadcast domain is the set of all devices that will receive broadcast frames originating from any device within the set. By the use of routers and/or VLANs a network can be partitioned into several different broadcast domains and broadcast traffic can be managed.

Broadcast Group

A directory number programmed to appear on multiple devices constitutes a broadcast group. There are two types of broadcast groups: Non-Prime Line and Prime Line. A Non-Prime Line group is a directory number programmed on one or more devices that is not the prime line on any device. A Prime Line group is a directory number programmed on button 0 of a phone. Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Multi-instance MiVoice Business, and Virtual MiVoice Business, up to 250 appearances of the directory number can appear on one or more devices. For all other 3300 ICP/MiVoice Business call control platforms, up to 32 appearances of the directory number may appear on one or more devices.

Brouter

See Bridge/Router.

Bulk provisioning

Allows the administrator to send configuration data to a large number of devices by using range programming, the Import Spreadsheet, or other bulk provisioning facilities of the 3300 ICP/MiVoice Business call control platform.

Busy Hour

The hour when a system carries the most traffic (the busiest hour of the busiest day of a normal week).

Busy Lamp Field

A device on a telephone system that has indicator lights or a display that shows which telephones in the system are in conversation, which telephones are ringing, which telephones are on hold, and which telephones are idle.

Busy Override

Busy Override is also known as Call Intrusion. A feature that allows a conversation at a busy station to be entered by a third party.

Busy Override Security

Busy Override Security

Byte

The fundamental unit that a computer uses in its operation. It is a group of adjacent binary digits, usually eight, often used to represent a single character.

Calibrated Flash

Calibrated Flash or Timed Break Recall is produced by generating a Switchhook Flash of 24 ms or more (on an industry-standard set). Unlike alternative signaling methods, Calibrated Flash does not require the use of a third wire or second pair.

Call Barring

Allows extensions to call only certain numbers or groups of numbers.

Call Blending

Call Blending is a means to combine traditionally separate inbound and outbound calls to call centre agent groups into one group. This new group of agents will then be responsible for handling both inbound and outbound contacts. A system that is capable of call blending automatically puts agents who are making outbound calls into the inbound mode and vice versa, as necessitated by the incoming call load.

Call By Call Routing

The process of routing a call to the optimum destination according to real-time conditions.

Call Centre/Contact Centre

Traditionally, a call centre is a facility specifically set up to handle calls from customers or the public. The call centre is the primary telephone interface between customers and a business for specific services or for resolving issues. The facility is a structured environment whereby all calls are handled by a group of agents to handle all inbound and outbound calls. The difference between a call centre and a contact centre lies in the ability to blend together inbound communications from a variety of sources. With a call centre, you manage only one channel of contact, the telephone. The Contact Centre enables you to address multiple channels of contact; voice, web, fax and email. As each input comes into the contact centre through its individual channel, a routing decision is taken based on the subject matter. This requires e-mail messages to be analysed, and telephone integration to be used. Providing a common level of service for all channels of communication is the key difference between a call ce

Call Collision

See Glare

Call Control Variables

The set of criteria used by the ACD to process calls. Examples include routing criteria, overflow parameters, recorded announcements and timing thresholds.

Call Detail Recording

The ACD captures and stores data on each call, include trunk used, time in queue, call duration, agent who handled the call, number dialled (for outgoing), and other information

Call Divert

See Call Forward.

Call Forcing

A feature of the ACD which automatically delivers calls to available call centre agents. The agent will hear a notification that the call has arrived (e.g. a beep tone), but do not have to press a button to answer the call.

Call Forward

Call Forward or Call Divert is a feature that allows a user to redirect incoming calls to an alternate number.

Call Forward - Busy

Call Forward- Busy or Divert on Busy is a feature that allows a user to redirect incoming calls to an alternate number when the number being called is in use.

Call Forward - Follow Me

Call Forward - Follow Me or Divert all Calls is a feature that allows all incoming calls to be redirected to an alternate number.

Call Forward - No Answer

Call Forward - No Answer or Divert on No Reply is a feature that lets a user have incoming calls redirected to an alternate answer point if the call is not answered within a set period of time.

Call Hold

See Hold.

Call Intrusion

See Busy Override.

Call Park

Call Park or Call Storage and Retrieval is a feature that allows the attendant to place a call on Hold so that a telephone user can remotely retrieve the call.

Call Processing

The software package which handles all aspects of the setting up of connections within the system.

Call Processing System

A Call Processing System provides for automated call processes such as: message delivery, store-and-forward, automated collect, dialled number screening and interconnection with other CPE systems.

Call Route Selection

See Automatic Route Selection.

Call Survivability

For SIP calls, if the signalling portion of a call is lost the call media will be maintained until one of the parties hangs up or the session timer expires.

Calling Party Number Message (CPNM)

The CPNM is sent out on all telephone calls that are made, regardless of whether or not the calling party wants their number blocked. While the caller can block their number from being delivered to the called party, the CPNM is still delivered to the final local exchange serving the end subscriber, but the number is then blocked and the CID message marked as private.

Calls In Queue

A real-time report that can be generated to determine the number of calls received by the ACD system but have not yet been connected to a call centre agent.

Camp-on

Camp-on, wait-on-busy, or Call Waiting is a feature that lets a caller notify someone using their telephone that they are waiting to be connected with them. An attendant may also camp a call onto a busy station. Upon hearing the Camp-on tone, the busy party can either respond or finish the current call.

CAN

Customer Access Network - CAN Customer Access Network

Carrier

A Carrier is a telephone or other service provider that sells or rents telecommunications transmission services.

CAS

See Centralized Attendant Service or Channel Associated Signaling

Category (cabling)

There are five grades of unshielded twisted-pair (UTP) cabling: Category 1: Used for voice communications Category 2: Used for data transmission up to 4 Mbps Category 3: Used in 10Base-T networks Category 4: Used in token ring networks transmitting up to 16 Mbps Category 5: Used in local-area networks transmitting at up to 100 Mbps

Category 3 (CAT-3)

Industry standard for unshielded twisted pair capable of supporting voice and low-grade data traffic. Minimum requirement for 10 BaseT Ethernet.

Category 5 (CAT-5)

A higher grade of unshielded twisted-pair cable available. Category 5 UTP cable is required to run Fast Ethernet.

CCITT

Consultative Committee for International Telegraph and Telephone. Now known as the ITU-T (Telecommunication Standard sector of the International Telecommunications Union)

CCS

See Centum Call Seconds or Common Channel Signaling.

CDE

See Customer Data Entry (CDE).

CDMA (Code Division Multiple Access)

A digital wireless standard used in radio communication for transmission between a mobile phone and a radio base station. CDMA works by converting speech into digital information, which is then transmitted as a radio signal over a wireless network. Using a unique code to distinguish each different call, CDMA enables many more people to share the airwaves at the same time - without static, cross-talk or interference. It enables the simultaneous transmission and reception of several messages. Each message has a coded identity to distinguish it from the other messages.

CDP

Cisco Discovery Protocol. A proprietary mechanism used by Cisco bridges and switches that enables connected devices to learn about each other. For more information, see the MiVoice Business Engineering Guidelines.

CEID

Cluster Element Identifier - A digit string used to identify an element in a cluster. In a cluster that is configured for the PDN feature, the CEID allows calls to be routed between the elements in the cluster. You assign unique CEID digits to each cluster element. You also assign a CEID index to each CEID. You must set up ARS to route calls between the cluster elements based on the CEID digits.

CEID Index

A 1- to 3-digit number from 1 to 999 that you assign to the CEID digit string of a cluster element in the Cluster Element Assignment form. You use the CEID Index number to associate the CEID string in the form with the remote directory numbers in the Remote Directory Number Assignment form.

Cell Relay

See ATM

Central Office

The local telephone company office which connects to all local loops in a given area and where circuit switching of customer lines occurs. The local telephone company office can also be referred to as the telephone exchange.

Central Office Trunk

See Trunk.

Centralized Attendant Service (CAS)

One group of switchboard operators answer all incoming calls for several telephone systems at different locations.

Centrex Central Office Exchange Service

Centrex (central office exchange service) is a service from telephone companies offered to business users so that they don't need to purchase their own telephony equipment. The switching equipment is located at the phone companies premises. The customer is spared the expense of maintaining its own PBX infrastructure). In some cases, the phone company places Centrex equipment on the customer premises. Typical Centrex service includes direct dialling inward (DDI), sharing of the same system among multiple company locations, and self-managed line allocation and cost-accounting monitoring. This allows telephones in one or more offices to be given similar features to those available through a PABX at the customer's premises. See IP Centrex.

Centum Call Seconds (CCS)

CCS is a measured unit of traffic flow (1 CCS is 1 call occupying a channel for 100 seconds in one hour). Traffic Flow is measured in CCS when the calling rate is given as a number of call per hour, the holding time expressed in seconds and the multiple calling rate times the holding time divided by 100.

Certificate Authority

In internet commerce, a third-party (a bank or a firm such as VeriSign or DigiCert) that issues digital certificates to guarantee that the two parties to a transaction are who they claim to be. The CA authenticates a party's identity and creates encryption/decryption keys to secure communication between the parties.

CESID

Customer Emergency Service Identification. The CESID is a number that uniquely identifies the device that dialed 911. The CESID is fed into the automatic location identification (ALI) database at the Public Safety Answering Point (PSAP) so that emergency services can be dispatched to the correct location.

CFNA

Call Forward No Answer.

CH

China

Channel Associated Signaling (CAS)

Channel-associated signaling is a method in which the signaling information is transmitted over the traffic channels themselves. This type of signaling is also known as bit-stealing because certain bits in specific frames are used to provide signaling. Because these bits are \"stolen\", the customer usable data rate on each of the 24 channels is limited to 56 Kbps.

CIDCW

Calling Identity Delivery on Call Waiting

CIM

The CIM (Copper Interface Module) provides a copper communications link between the control cabinet and a peripheral cabinet or a PRI card bay.

Circuit

A circuit is transmission path between two points in a network.

Circuit Switch (CS)

The SX-200 EL/ML system circuit switch provides a matrix of bidirectional switch links. Each circuit switch link accommodates 32 channels. Each channel can be used for a voice or data transmission. Through the circuit switch, any device can be connected to any other device in the system. It is located on the DX Module on the main control card. The number of links in the matrix depends upon the system configuration.

Circuit Switching

Circuit switching is a basic concept used by telephone networks. When a call is made between two parties, the connection is maintained for the entire duration of the call. Because you are connecting two points in both directions, the connection is called a circuit. This is the foundation of the Public Switched Telephone Network (PSTN).

Circular Hunting

Circular hunting starts at the extension after the last extension in the hunt group to which a call was completed (the extension rung), and hunts overall extensions in the hunt group in the sequence programmed. Hunting stops at the first idle extension found.

CLASS

See Custom Local Area Signaling Service

Class of Restriction (COR)

A class of restriction controls station and trunk access to trunk circuits. It performs functions similar to toll control and is programmable on a station (or trunk) basis using the Class of Restriction Groups and ARS Routes forms.

Class of Service (COS)

A class of service has a number of different feature options assigned to it. A class of service can be allotted to one or many stations, and enables these stations to have, or be denied, features which are available within the SX-200 EL/ML system. Up to 100 classes of service are available which allow a large number of different groups of station users to be programmed, each with differing feature characteristics.

CLI

Calling Line Identification or Command Line Interface

CLID

Calling Line ID is a telephone service that transmits a caller's number to the called party's telephone during the ringing signal, or when the call is being set up but before the call is answered. Also known as Caller ID, Calling Line Indentification (CLIP), Caller Identification, and Calling Number Identification.

Client

In Internet terms, it's an application that performs a specific function, such as Telnet or FTP i.e. it's the front-end to an Internet process. In more general terms, a client is computer system or process that requests a service of another computer system or process.

Client Server

A network system design in which a processor or computer designated as a server (such as a file server or database server) provides services to other client computers.

CLIP

Calling Line Identification Presentation - the presentation of the near-end device's Calling Party Number to the far end.

Cluster

Refers to a grouping of systems (for example, a cluster MiVoice Business systems) that share common dialing plans, or common directory information, such as Remote Directory Numbers with Telephone Directory.

Cluster dialable directory number

A directory number that you can call from any extension in the cluster by just dialing the number. You do not need to precede the number with the CEID digits. A cluster dialable directory number appears in the Remote Directory Number forms of the cluster elements.

Cluster Element (CE)

A term that refers to network elements (that is, MiVoice Business systems) sharing data through the System Data Synchronization feature. Cluster Elements are network elements that are sharing data within a cluster, as well as within a network.

CO

See Central Office or Telephone Exchange.

Co-location

The location of a customer's telecommunications equipment on the premises of the ISP.

CODEC

The COder-DECoder is a device used in digital switching and transmission systems, for coding analog signals (voice signals) into a digital format for onward transmission, and decoding a digital transmission to recover the original analog signal.

CODEC/Filter

The CODEC/Filter chip used in the SX-200 EL/ML system consists of a CODEC, a filter and other elements. It forms part of the peripheral card, with the CODEC portion performing the necessary A/D and D/A functions and the filter portion providing low-pass filtering for the line transmission.

COM port

The Communications port on a PC, server, or workstation.

Common Alerting Device

Also known as Night Bell.

Common Channel Signaling

A method of signaling in which signaling information relating to a multiplicity of circuits, or relating to a function for network management, is conveyed over a single channel by addressed messages.

Compression

The reduction in size of data in order to save space or transmission time. The encoding used the IP Phones to send voice to other IP Phones. When compression is enabled, an increased number of simultaneous voice calls is possible over a network without increasing the network capacity.

Computer Telephony

Adding computer intelligence to the making, receiving and managing of telephone calls.

Computer Telephony Integration

Integrating computers with telephone and switch systems to increase the power and effectiveness of making, receiving, and managing of telephone calls. MiTAI and TAPI are examples APIs that enable CTI.

Conditional Routing

The ACD has the ability to route calls based on current conditions. It is based on \"if-then\" programming statements. To illustrate, \"if the number of calls in agent group 1 exceeds 10 and there are at least 2 available agents in group two, then route calls to group two.\"

Console ID

An internally generated number that the MiVoice Business system assigns to attendant consoles. Each 2-digit ID is unique, unalterable, and viewable only from the console. The ID is displayed when the attendant parks a call.

Consultation Hold

A form of temporary hold. It is used to put a second party on hold while the first party is speaking (consulting) with a third party, or wants to temporarily isolate the second party from conversation. Also known as Soft Hold.

Control Dual FIM Carrier Card

The card supports up to two Fiber Interfaces Module and connects them to the backplane. It has a 1 km FIM onboard and a connector to plug in a second optional FIM (either a 1 km FIM or an extended FIM).

Control Over Voice

Control over voice is used by the voice mail system to perform most of its signaling functions. A 32 kHz carrier signal is modulated according to the control function, and is transmitted to or from the voice mail system on the same pair of wires used for the audio connection. The carrier frequency lies above the normal audio range of the voice mail system and is therefore inaudible to the user.

Control Triple FIM Carrier Card

The card supports up to three Fiber Interface Modules and connects them to the backplane. It has two 1 km FIMs onboard and a connector to plug in a third optional FIM (either a 1 km FIM or an extended FIM).

Controlled Outgoing Restriction

Also known as External Call Barring.

Coordinated Universal Time (UTC)

Coordinated Universal Time (UTC) is International Atomic Time (TAI) with leap seconds added periodically as required to account for the slowing of the Earth's rotation.

COR

Class of Restriction

Core Package

The minimum licensing required for every system that is sold and licensed through the Mitel Application Management Center. The Core Package tells the AMC what System Type to create on the Application Record and what licenses are included as part of the Core Package. It subsequently controls the type of licenses that can be added to the Application Record and what the license limitations (capabilities) of the Application Record are. Every Application Record on the AMC is essentially a Core Package with additional system licenses added on top of it.

COS

Class of Service

COV

See Control Over Voice.

CP

See Call Processing.

CPE Customer Premises Equipment

Customer premises equipment is the terminal equipment used by residential and business consumer

CPN

Calling Party Number

CRC

CRC or Cyclical Redundancy Check is an error-checking measure used to ensure the accuracy of transmitting data. The transmitted message is a small integer value computed from a sequence of octets. This value is used to detect errors that result when the sequence of octets is transmitted from one machine to another.

Critical Alarm

For each alarm category, the thresholds represent the alarm level trip points; that is, the precise divisions between the alarm levels. The thresholds are simple percentages, indicating availability: the number of working devices is compared to the number of programmed devices. The Critical Alarm threshold is not a percentage, but is a precise numerical value. When the number of available devices falls below this number, a critical alarm is raised.

Cross Connect Field

Also seen as Test Jack Frame. Wire terminations that are grouped together, usually identified by colour coded backboards in an equipment room providing Cross Connect capability.

Cross Connection

Also known as Cross Connect (Jumpering in the UK).This is where the Central Office Trunks terminate on a wiring frame and the internal telephone wiring terminates on a different wiring frame and the two are linked or joined. The linking or joining is the cross connection.

CSMA/CD

Carrier Sense Multiple Access with Collision Detection. A channel access mechanism where devices waiting to transmit first check the channel for a carrier. If no carrier is sensed for some period of time, devices can transmit. If two devices transmit simultaneously, a collision occurs and is detected by all colliding devices, which subsequently delays their re-transmissions for some random length of time. CSMA/CD is used by Ethernet.

CSN

Canadian Switched Network

CTI (Computer Telephone Integration)

A method for integrating telephony systems with computers systems in order to share information and provide capabilities that neither system could provide alone, such as Automatic Data Delivery. See also TAPI

Custom Local Area Signaling Service

An SX-200 EL/ML system permits advanced voice features such as Calling Line ID digits and CLASS Name to accompany or precede the telephone call across multiple switches.

Customer Data Entry (CDE)

Customer data entry (CDE) is the process employed when data particular to a specific customer installation is entered into the SX-200 EL/ML system. This data includes such things as numbering plan, ARS routings, and trunk descriptors. CDE is entered into the SX-200 EL/ML system by the maintenance/CDE terminal.

Customer Emergency Services ID (CESID)

The CESID is sent to the Public Safety Answering Point (PSAP) in the event of an Emergency Call and is used as a key in the Automatic Location Information (ALI) database to pinpoint the precise location of the caller.

Customer Premises Equipment (CPE)

(1) Telephone terminal devices, such as handsets and private branch exchanges (PBXs), located on the customer's premises. (2) Terminating equipment, such as terminals, phones, routers and modems, supplied by the phone company, installed at customer sites, and connected to the phone company network.

Cut-Through Switching

Refers to a method of Frame Switching where the switching device commences forwarding a frame after it has determined the destination port without waiting for the entire frame to have been received on the incoming port. Also known as on-the-fly switching.

D Channel

The D Channel is the 16 K bit/s control channel of a DNIC device.

DASS Digital Access Signalling System

DASS is a protocol for digital signalling between digital PBXs using PCM digital public exchanges. There are two versions are available: - single channel connection using 80 Kbps links (see IDA) - multi-channel (30 channels) connection using 2.048 Mbps links

Data Communicating Equipment

Data communication equipment (DCE) interfaces a communications line or data device to data terminal equipment (DTE) over an RS-232 line. A modem and the local maintenance port on the SX-200 EL/ML system are examples of a DCE.

Data Encryption

A security procedure in which messages are enciphered in secret code so that only the intended receiver can read them.

Data Link Layer

See OSI Model

Data Sharing Community

A cluster of elements that share database information via the System Data Synchronization (SDS) mechanism.

Data Terminal Equipment (DTE)

The part of a data station that serves as a data source, destination, or both and that provides for the data communications control function according to protocol. DTE includes computers, protocol translators, and multiplexors.

Database

A database is a collection of data that is organized so that its contents can easily be accessed, managed, and updated. The most prevalent type of database is the relational database, a tabular database in which data is defined so that it can be reorganized and accessed in a number of different ways. A distributed database is one that can be dispersed or replicated among different points in a network. An object-oriented database is one that is congruent with the data defined in object classes and subclasses.

DB-9

Standard nine-pin RS232 serial port connector.

DCE

See Data Communication Equipment.

DCO

Digital Central Office trunk

DDI (Direct Dialing Inwards)

See DID (Direct Inward Dialing).

DECT

Digitally Enhanced Cordless Telephony - Digital wireless technology for telephones in businesses and in the homes, which uses TDMA to transmit radio signals to phones.

Default

The value assigned to a particular function which most nearly represents the normal or standard value of the function. A typical default value used in the SX-200 EL/ML system, for example, is a value of 2 minutes allowed before an unanswered ringing extension times out. However this value can be changed in CDE programming from the default value to a value which lies between 1 and 30 minutes.

Default Gateway

A TCP/IP term that is referring to the default router.

DEI

Data Entity of Interest. For the purposes of the System Admin Tool, the term is synonymous with System Admin form data, such as data from the Network Element Assignment or Shared Data Updates form.

Designated License Manager

The Designated License Manager (DLM) connects with an Application Group on the AMC in order to obtain licenses which may then be shared among the group members. The DLM also tracks license usage and violations for the group, and provides statistics to the AMC. The DLM requires a Group Application Record ID (GARID) with Enterprise License Sharing enabled.

Desktop Tool

The Desktop tool is a web-based application that enables IP phones users to assign features to the programmable keys on their phone and to manage personal contact lists.

Device Activity Map (DAM)

A Device Activity Map is a SX-2000 data structure which stores the state of all call processing devices (for example, stations, trunks, DTMF receivers)

DHCP

See Dynamic Host Configuration Protocol.

Dial in Trunks

Trunks that connect incoming calls directly to an extension in the PBX without going through the operator. Also known as Direct Dial In Trunks (DDI) or Direct Inward Dial (DID). Seel also Non-dial in Trunks.

Dial-up

Dial-up or narrowband Internet access offers access speeds up to and including 128 kilobits per second (kbps).

Dialler

A dialler is a device that automatically dials pre-programmed numbers to complete a call or to gain access to a network. Diallers are used by long distance resellers and other carriers. When a dialler hears a 1 before a number, it pulses access numbers and authorisation codes. While pulsing the access codes, the dialler stores the digits being dialled. It then releases the called digits to the switch for screening.

DID

Also known as DDI (Direct Dialing Inwards). Allows an external caller to dial an internal extension without having to go through an attendant or operator.

Digit Modification

The process of restructuring a dialed sequence of digits received by the MiVoice Business system to effectively result in a different sequence of digits. The revised sequence can have new digits added and/or digits deleted (absorbed); or certain digits in the original sequence can be repeated. This process is performed automatically by MiVoice Business and is transparent to the user. Digit modification is used in speed calling, tandeming of trunk circuits, processing incoming DID calls, processing calls in ARS, and other applications.

Digital Signal 1

North American Digital Hierarchy signalling standard for transmissions at 1.544 Mbps. Supports 24 simultaneous DS-0 signals. Term often used interchangeably with T-1, although DS-1 signals may be exchanged over other transmission systems.

Digital/Analog

A term used in connection with the conversion of digital signals to equivalent analog signals. The original signals are usually in analog form and are converted from analog to digital signals for transmission (see also Analog/Digital).

DIL

Direct-in line.

Direct Element

A network element that is connected directly to an OPS Manager station. (Unsolicited data transfers (UDTs) are sent directly to an OPS Manager Station).

Direct Trunk Select

See Individual Trunk Access.

Directory Server

A directory server is not simply a form of database, but a specialized server for directories. A directory can be distinguished from a general-purpose database by the usage pattern. A directory contains information that is often searched but rarely modified. Host names or user names, for example, are assigned once and then looked up thousands of times. Directory servers are tuned for this type of usage, whereas relational databases are much more geared toward maintaining data that's constantly changing. Another difference is that relational databases store information in rows of tables, whereas in directory server they use object-oriented hierarchies of entries.

DISA

Direct Inward System Access (DISA) lets external callers access the system by using a special trunk. The system sees the DISA trunk as a station with its own Class of Service and Class of Restriction.

DLM

See Designated License Manager

DMP

DNIC Music On Hold/Pager Unit

DMS-100, DMS-250

A digital telephony switch manufactured by Nortel Networks.

DN

Directory Number.

DND

Do Not Disturb

DNI

Digital Network Interface

DNIC

Digital Network Interface Card

DNIS

Dialled Number Identification Service. A service that identifies the number that a caller dialled to the receiver of a call.

DNS

See Domain Name System.

DOD

Direct outward dialing.

Domain

A \"logical\" collection of computers. There are two forms of the term Domain in use. Firstly, it is used to describe a logical region of the Internet which people sometimes refer loosely as \"sites.\" And secondly a Windows NT Domain, which is a collection of computers using the same security access database. The two terms are not interchangeable.

Domain controller

A computer server that responds to security authentication requests (logging in, verifying permissions, etc.). The term 'domain' refers to the scope of computer resources granted to a user with the entry of a single username and password combination.

Domain Name System

DNS is the way that Internet domain names (e.g. mycompany.com) are located and translated into IP addresses. A domain name is a meaningful and easy-to-remember \"handle\" for an Internet address. Because maintaining a central list of domain name/IP address correspondences would be impractical; the lists of domain names and IP addresses are distributed throughout the Internet in a hierarchy of authority.

DPNSS

Digital Private Network Signalling System; it allows for communication between PBXs, even of different makes. It supports a limited set of inter-networking facilities based on the ISDN protocol. See also: QSIG

DS-1 (DS1)

See Digital Signal 1.

DSCP

Differentiated Services Code Point. A method that attempts to guarantee quality of service on large networks by assigning priorty to traffic based on packet type (e.g., voice or data).

DSL

Digital Subscriber Line. Provides high-bandwidth information over conventional copper wiring. The four most commonly used types of DSL are: ADSL, HDSL, SDSL, and VDSL.

DSLAM

Digital Subscriber Line Advanced Multiplexing - A telephone network device for the reception of multiple signals from DSL customers which places the signals on a single line using multiplexing techniques.

DSN

Defense Switched Network - An information transfer network for the U.S. Department of Defense.

DSP

Digital Signal Processor. An integrated circuit which processes analog signals that have been converted into digital format.

DSR

DSR or Data Set Ready is a hardware signal defined by the RS-232C standard to indicate that the device is ready to operate.

DSS/BLF

Direct Station Selection / Busy Lamp Field. A key programmed to a set that shows the status (via an LED) of another directory number. The same key also acts as a Direct Station Select (DSS) key for dialing the associated DN.

DSSS

Direct Sequence Spread Spectrum

DTE

See Data Terminal Equipment.

DTMF

See Dual Tone Multi-Frequency.

DTO

Digital Toll Office trunk.

DTR

Data terminal ready RS-232 pin.

DTRX

Data transceiver.

DTRX Messages

DTRX message code used to standardize messages between Mitel PBXs as well as different language text. Intelligent devices can interpret these codes.

DTS

Direct Trunk Select

DTT

Digital Tie Trunk circuit.

Dual Tone Multi Frequency (DTMF)

Dual Tone Multi Frequency : Touch tone signal which is generated to a phone company when a key on the telephone pad is pressed. The technical term describing Touch Tone dialling. Basically the combining of two tones, one low frequency and one high frequency. DTMF assigns a specific frequency, or tone, to each key so that it can easily be identified by a microprocessor.

Duplexers

Duplex communication means that both ends of the communication can send and receive data at the same time. Full-duplex communication is the same thing. Half duplex is also bi-directional communication but signals can only flow in one direction at a time. Simplex communication means that communication can only flow in one direction and never flow back the other way. A full duplex speakerphone allows you to hear what is going on at the other end of the line while you are talking. An ordinary telephone conversation is a duplex communication.

DX

An abbreviation of the term digital crosspoint, the fundamental switching element of the SX-200 EL/ML circuit switch. The circuit switch is composed of a large number of digital crosspoint switch elements in the form of DX chips.

Dynamic Address

An Ethernet address that can be automatically deleted by the bridge if the bridge has not seen a packet from that address within a configurable time period (aging).

Dynamic Extension

Refers to an External Hot Desk User who is also a member of a Personal Ring Group.

Dynamic Host Configuration Protocol (DHCP)

This is a TCP/IP protocol that automates the assignment of IP addresses of devices on a network from a central server. The DHCP server is run on the host computer and the DHCP Client is the workstation. Information given to a client includes the subnet mask, gateway address, and DNS (Domain Name Server) address.

E-mail

Electronic Mail: A method by which computer users can exchange messages with each other over a network. Email is probably the most widely used communication tool on the Internet.

E-mail Address

An email address is made up of several parts. By convention, addresses use lowercase letters with no spaces. The first part of the address, the username, identifies a unique user on a server. The @ (pronounced at) separates the username from the host name. The host name uniquely identifies the server computer and is the last part of the Internet email address.

E.164

An international numbering plan for the public switched telephone network (PSTN) in which each number contains a country code, a national destination code, and a subscriber number. There can be up to 15 digits in an E.164 number, excluding the international call prefix. Phone numbers published for use abroad usually include the country code, but show a leading plus sign (+) in lieu of any international call prefix. The + signifies that the caller should use the prefix code appropriate for their country.

E&M

A type of tie trunk. Also the signaling method used for this and for other types of trunks. The term is derived from the use of the E and M leads forming part of the trunk equipment, and taken respectively to denote the receive and transmit leads. The two leads are used to pass supervisory conditions over the trunk.

E1

Also seen as E-1. A digital link with the capacity of transmitting 2.048 Mbps. This is the rate that European CEPT carriers transmit 30 voice or data calls at 64 Kbps plus a 64 Kbps channel for signaling and a 64Kbps channel for framing and maintenance. E1 is the European Equivalent to the North American T1 except for the extra channels.

E2T

Ethernet to TDM converter. Gateway between the traditional circuit-switched, time division multiplexed telephone systems and IP devices on the Ethernet.

Echo Cancellation

This is the technique that is allows the filtering and isolation of unwanted echoes from the main transmitted signal.

EDI Electronic Data Interchange

A standard format for the transfer of data between different companies using networks such as the internet. EDI was meant to automate transactions between companies, but the means to implement EDI, is long, arduous, expensive and fraught with contention. With EDI, transactions are processed as a batch, meaning they are often processed once a day, or a number of times per day, introducing long delays between transaction requests.

EDT

Embedded Digital Trunk

EHDA

External Hot Desk Agent

EHDU

External Hot Desk User

Embedded Resilient Device Support

In a network or cluster that supports Remote Directory Number (RDN) Synchronization, you can configure resilient devices from the MiVoice Business System Administration Tool. Prior to Release 9.1, you had to use OPS Manager to configure resilient devices.

EMEA

Europe, Middle East and Africa

EMEAAP

Europe, Middle East, Africa and Asia-Pacific

EMEM

Embedded Mitel Express Manager

Emergency Switching

See Power Fail Transfer.

EMS

Enhanced Messaging Service - The ability to send a combination of simple melodies, pictures, sounds, animations, modified text and standard text as an integrated message for display on an EMS compliant mobile phone.

Encapsulation

The wrapping of data in a particular protocol header. For example, Ethernet data is wrapped in a specific Ethernet header before network transit.

Encryption

The basis of network security. Encryption encodes network packets to prevent anyone except the intended recipient from accessing the data.

End Node

A network node that supplies information to the network but does not receive information from the network.

End-to-end Signaling

Also known as Tone Transmission over External Lines.

ERL

Echo Return Loss

Erlang

Erlang is a methodology used to measure voice traffic to determine the number of trunks required in a business. It measures the average activity on a line or group of lines, e.g. exchange lines, extension or operator consoles, over a period (usually an hour) and is expressed as a number of simultaneous calls. Figures are given in hours and hundredths of an hour, e.g. 4.46 Erlang = 4 hours 28 minutes of traffic. - Erlang B. Used to determine the number of trunks required to handle a known calling load during a one hour period. - Erlang C. Calculates predicted waiting times based on three things: the number of agents. the number of people waiting to be served (callers); and the average amount of time it takes to serve each person. It can also predict the resources required to keep waiting times within targeted limits. Erlang C assumes no lost calls or busy signals, so it has a tendency to overestimate staff required.

ES

ISO abbreviation for Spain

ESM

Embedded System Management. An set of browser-based administrative tools in MiVoice Business software that includes the System Admin, Group Admin, and Desktop Tool.

Ethernet

A local area network (see LAN) technology used for connecting computers, printers, workstations, terminals, and servers within the same building or campus. Ethernet operates over twisted wire and over coaxial cable at speeds up to 100 Mpbs, with 1 Gbps speeds coming soon. Ethernet is a local area technology, with networks traditionally operating within a single building, connecting devices in close proximity. At most, Ethernet devices could have only a few hundred meters of cable between them, making it impractical to connect geographically dispersed locations. Modern advancements have increased these distances considerably, allowing Ethernet networks to span tens of kilometers.

Ethernet Address

See MAC address.

Ethernet II

This is the most common Ethernet frame type used for encapsulating IP traffic. It differs from the 802.3 Ethernet type frame by having a \"Type\" field instead of the \"Length\" field.

ETSI

European Telecommunications Standards Institute. ETSI was founded in 1988 to pave the way for telecommunications integration in the European Community. The main aim of the organization is to have unrestricted communication between all member states by providing essential European Standards.

Exchange Line

See Trunk.

Extension

See station.

Extension Busy-out by operator

See Attendant Status Busy-out.

Extension Status Display

See Busy Lamp Field.

External Line

See Trunk.

Extranet

Intranet that is partially accessible to authorised users from outside an organisation via valid usernames and passwords.

FAC

Feature Access Code. A special pattern of characters dialed by a telephone user to turn a feature on or off.

FAK

Feature Access Key

FAX Relay

A protocol (T.38) used to send FAX communications over the IP network.

FCC

Federal Communications Commission. The U.S. federal agency responsible for regulating interstate and international communications by radio, television, wire, satellite, and cable.

FCS

FCS or Frame Check Sequence refers to the special bits appended to the end of a data frame for error checking. An FCS calculation involves a polynomial equation being performed on the data and address fields. FCS is typically accurate to one packet in 4 billion.

Feature Access Codes

A special pattern of characters dialed by a telephone user to invoke features.

Feature DN

A directory number that allows DPNSS features, such as busy lamp fields, direct paging and extension paging to function across the cluster. You enter unique directory numbers in the Feature DN fields of the Cluster Element Assignment form at each element in the cluster.

Fiber Interface Module (FIM)

The Fiber Interface Module supports the transmission of voice and data signals over fiber optic cables. The FIM plugs into the Control FIM Carrier.

Fiber Optic Cable

A transmission medium that uses glass or plastic fibres, rather than copper wire, to transport data or voice signals. The signal is imposed on the fibre via pulses of light from a laser or a light-emitting diode (LED). Because of its high bandwidth and lack of susceptibility to interference, fibre-optic cable is used in long haul or noisy applications.

File server

A computer that provides network stations with controlled access to sharable resources. The network operating system (NOS) is loaded on the file server and most sharable devices including disk subsystems and printers, are attached to it. The file server controls systems security and monitors station-to-station communications.

File Transfer Protocol (FTP)

FTP or File Transfer Protocol is a TCP/IP protocol in LAN technology that is used to log on to the network, list directories, and copy files. FTP can also perform ASCII to EBCIDIC conversions.

Filtering

The process used to ensure that only selected frames are forwarded.

Firewall

A set of programs designed to prevent unauthorised users access to or from a private network. A firewall is simply a program or hardware device that filters the information coming through the Internet connection into your private network or computer system. If an incoming packet of information is flagged by the filters, it is not allowed through. Firewalls use one or more of three methods to control traffic flowing in and out of the network: - Packet filtering - Packets (small chunks of data) are analysed against a set of filters. Packets that make it through the filters are sent to the requesting system and all others are discarded. - Proxy service - Information from the Internet is retrieved by the firewall and then sent to the requesting system and vice versa. - Stateful inspection - A method that doesn't examine the contents of each packet but instead compares certain key parts of the packet to a database of trusted information. Information travelling from inside the firewall to the outside is monito

Fixed list form

In fixed list forms the same fields always appear on the form regardless of the element, but the data in the fields can be different. Records cannot be added or deleted from a form that is a fixed list form. The Class of Service Assignment form is an example of a fixed list form.

Flow Through Provisioning

A feature of MiVoice Business 7.0 and MiCollab 7.0 that allows you to perform user and service provisioning for a network of MiVoice Business servers from the MiCollab User and Services application. Also synchronizes updates made to the user and services data between the MiCollab and MiVoice Business system databases using System Data Synchronization (SDS). Replaces Single Point Provisioning and Single Single Point of User Provisioning (SPUP) in earlier releases.

Forced Account Code

When the forced account code feature is entered in a station's class of service, the user at that station must dial a valid account code each time an outgoing trunk call is made. If it is not entered in a user's COS, the user is denied access to the trunk. The account code appears as part of the SMDR record.

FQDN

Fully Qualified Domain Name. An unique identifier consisting of the host name (name assigned to a device on a network) and the domain name, including the top-level domain. For example, www.mitel.com is a fully qualified domain name. www is the host, mitel is the second-level domain, and.com is the top level domain.

FR

France

Frame

A fixed block of data bits with a flag at each end to indicate the beginning and end of the frame. The defined format enables network equipment to recognize the meaning and purpose of specific bits. Also called a packet, in LAN terminology.

Frame Relay

A high-speed transmission method, switching packets of data through its network to their destination.

FRU

Field Replaceable Unit. A term used to represent a piece of hardware that can be replaced on site by a system maintainer.

FSK

Frequency Shift Keying. A method of data transmission in which each binary state (1 and 0) is represented by a different in-band tone. FSK generators are used to generate the calling name and number data on ONS CLASS sets and LS CLASS trunks.

FTP

See File Transfer Protocol.

Full Duplex

Full duplex communication means that both ends of the communication can send and receive signals at the same time. A telephone conversation is an example of full duplex communication. Some Ethernet devices can also run in full duplex mode when connected directly to Ethernet switches.

Full Service

This Service Level indicates that the directory number (DN) is assigned to a standard user and device with full telephony functionality.

G.711

This algorithm produces telephone grade audio, especially useful in videoconferencing at aggregate bit rates above 128 Kbps. A 32- to 64-Kbps 3.4-KHz bandwidth audio coding algorithm. Part of the ITU-T codec and telephony requirements.

G.723 - G.723.1

This is an algorithm used to compress digital audio over telephone lines and is emerging as a popular coding choice for IP Telephony.

G.726

An ADPCM compression scheme providing digitally encoded voice at 32Kbps

G.729

G.729 is an 8 kbps Conjugate-Structure Algebraic-Code-Excited Linear Prediction (CS-ACELP)speech compression algorithm approved by ITU-T. G.729 offers similar voice quality to 32Kbps Adoptive Differential Pulse Code Modulation, with moderate transmission delays. There are several revisions including G.729a and b.

GARID

See Group Application Record ID.

Gateway

The 'gateway' or interface between two networks of different technology. A kind of \"go-between\" device or program that passes information between networks that normally couldn't communicate. It is also the entrance into and out of a communications network.

Gateway Controller (ACD)

In resilient ACD configurations, a gateway controller is a MiVoice Business system that hosts ACD paths. It distributes calls from the CO to the ACD controller.

Gateway Element

Connects directly to the OPS Manager station through an Ethernet LAN. Network elements can be configured to communicate with the OPS Manager station through the gateway element.

GDM

Gobal Data Model. Database framework used by SDS for storing information about users, devices, and services in a data-sharing network. Also referred to as RDN Synchronization Mode.

GE

Gigabit

Gigabit

A unit of measure for memory or disk storage capacity. One Gigabyte is 1,073,741,824 bytes.

Gigabyte (GB, Gbyte)

Glare or Call Collision occurs when two separate parties at either end of the telephone line seize the trunk simultaneously. Neither party will be able to complete the call.

Glare

A database created by a System Administrator or system engineer to be used by certain systems are the default backup or restore database.

Gold Database

A graphical (rather than textual) user interace to computer applications. GUIs usually consist of such elements as windows, dialogs, buttons, icon, and scroll bars.

GPRS General Packet Radio Services

General Packet Radio Service is a packet-based wireless communications service that offers data rates from 56 up to 114Kbps and continuous connection to the Internet for mobile phone and computer users.

GPS Global Positioning System

Constellation of 24 navigation satellites used to pinpoint a user's location to an accuracy of 10-100m depending on the type of receiver used.

Graphical User Interface (GUI)

A particular type of trunk circuit on which a ground condition is applied to the ring lead of the trunk when an outgoing call seizes the trunk.

Ground Button

See Recall Button.

Ground Start

A particular type of trunk circuit on which a ground condition is applied to the ring lead of the trunk when an outgoing call seizes the trunk.

Group Administration Tool

The Group Administration Tool is web-based application that enables administrators to configure and mange users, the system phone directory, membership in hunt and other groups, and other basic provisioning requirements.

Group Application Record ID (GARID)

A value obtained from the Mitel Application Management Center (AMC). Used to license software on two or more MiVoice Business systems that are grouped into a single entity on the AMC for licensing purposes.

Group Monitor

The Silent Monitoring of telephones in an ACD Agent Group, ACD Express Group, or hunt group. Softkeys on the monitoring telephone allows the user to monitor each member of the group in turn.

Groupware

A network-based application that lets users collaborate.

GRS

General Reset. A Property Management System (PMS) function that compares its check-in/check-out data with the MiVoice Business system to ensure that the data on both systems match.

GSA

Guest Services Application. An attendant console-based application used to manage guest rooms in a hotel/motel.

GSM Global System for Mobile communications

A technology which digitises and compresses data and transmits it at either 900 MHz or 1800MHz. GSM uses narrowband TDMA to transmit information and is the most widely used standard in the world.

GUI

Graphical User Interface.

GUID

Globally Unique Identifier.

H.323

Voice and Video standard for transmission over packet switched networks H.323 defines four major components for a network-based communications system: terminals, gateways, gatekeepers, and multipoint control units (MCU). Voice, video, and data are all supported across this common four-part architecture. - Terminals are the user endpoints on a LAN that support voice, video and data. H.323 terminals must also support H.245, which is used to broker channel usage and capabilities. Three other components are required: Q.931 for call signalling and call set-up; Registration/Admission/Status, which is used to communicate with a gatekeeper; and support for sequencing audio and video packets. - Gateways are optional in an H.323 conference. Gateways provide many services, the most common being translation between H.323 conferencing endpoints and other terminal types. Gateways are not required if connections are made to other endpoints on the same LAN. - A gatekeeper provides call control services to registered

H.324

Voice and Video standard for transmission over POTS (Plain Old Telephone Service)

Half Duplex

Half duplex is a bidirectional communication path that signals can only flow in one direction at a time on. An ordinary telephone conversation is a duplex communication. Most inexpensive speakerphones in conference rooms are half-duplex communication.(If you're speaking, you can't hear anyone else interrupt. You have to pause to let others speak.). Basic Ethernet is the same, it can only send or receive, it can't do both at the same time.

Hand Set

A unit of the telephone that contains the receiver and the microphone.

Hand-Off

The process of transferring a telephone conversation from a particular frequency in one cell to a new frequency in an adjacent cell as the user moves between cells.

Handling Time

The time a call centre agent spends in Talk Time and After-Call Work, handling a transaction.

Hard Hold

A station user, or an attendant, puts another party on hold, and can perform any of the functions which are normally available at the station (as opposed to consultation hold, which restricts the functions which can be performed).

Hardware ID

When the installation of the MiVoice Business software is complete, it generates a unique Hardware ID that includes the MAC address of the controller. The DLM uses the Hardware ID and the Application Record ID to identify itself to the AMC. Upon synchronization with the AMC, purchased software and options for the application group become available.

Hardwired

Hardwired implies that) pieces of equipment communicate with one another via a dedicated circuit or through a wire to which both are directly connected.

HDLC

High Speed Data Link Control. A protocol defined by ISO and used in X.25 communications. It specifies an encapsulation method for data on synchronous serial data links. Many manufacturers have proprietary versions of HDLC.

HDSL

High bit-rate DSL. Used for wideband digital transmission within a corporate site and between the telephone company and customer. HDSL provides equal amounts of bandwidth in each direction over two copper-twisted pairs.

Header

The initial portion of a message, which contains any information and control codes that are not part of the text (e.g., routine, priority, message type, destination addressee and time of origination).

Hertz (Hz)

Cycles per second. Used to measure frequency.

Historical Reports

Reports that track call centre and agent performance over a period of time. Historical reports are generated by ACDs. The amount of history that a system can store varies by system.

Hold

Hold lets you temporarily suspend a telephone call. While the call is on Hold, you can use other telephone features. The call can be retrieved at the telephone that placed the call on Hold or at another telephone.

Home Area Networks

A Home Area Network is a network is established within a user's home which connects communications devices within the home such as computers and printers.

Hop Count

The number of bridges a frame has passed through.

Host

Any computer connected to the network that serves as a source or is the recipient of information.

Host Address

The address of a host computer on the Internet.

HOST COMMAND INTERFACE (HCI) / Computer Telephony Integration (CTI)

The HOST COMMAND INTERFACE (HCI) / Computer Telephony Integration (CTI) specification is a MITEL protocol which allows integration of host computer-based applications with system-based telecommunications services.

Host Controller

See Host ICP

Hostname

The unique name given to a device on a network used to identify it in electronic mail or other forms of electronic information interchange.

Hot Desk ACD Agent

A hot desk ACD agent can log into any hot desk enabled set and the system will apply the agent’s personal phone profile to that set. After the agent logs into the set, the agent has access to his or her own personal speed calls, features, and phone settings. If you use hot desk ACD agents in a call center, you do not have to provide agents with their own separate phones for their personal use.

Hot Desking

A device provisioning option that allows a device to service multiple users. Each user is provided with a PIN to log in to the hot desk-enabled telephone. Once logged in, the system

Hot Repair

A system can allow maintenance or repair action to be performed without power being removed from the system first.

Hot Swap

To exchange a component or a module in a networking device without having to turn the device off.

HST

Handoff Services Type

HTML

See Hypertext Mark-up Language

HTTP Hypertext Transfer Protocol

Protocol used by the World Wide Web for defining a collection of rules for exchanging files.

Hub

Often including a switch, a hub is a central location where data arrives from different directions and is then delivered out again in different directions.

Hunt Group

A hunt group is a group of stations to which incoming calls are directed by dialing a master number. Two types of hunting are provided by the system, circular and terminal: - Circular hunting starts at the extension after the last extension in the hunt group to which a call was completed (the extension rung), and hunts overall extensions in the hunt group in the sequence programmed. Hunting stops at the first idle extension found. - Terminal hunting starts at the first extension in the hunt group and terminates at the first idle extension found. Hunting takes place in the order in which the extensions were programmed into the hunt group.

Hypertext Mark-up Language

The standard way to mark text documents for publishing on the World Wide Web. HTML is marked-up using tags surrounded by brackets.

ICMP

ICMP or Internet Control Message Protocol is a protocol that generates error messages, test packets, and informational messages related to IP.

ICP

IP Communications Platform

ICT

Information and Communications Technology

IDA

See \"Initial Device Attributes.\"

IDA-P

A variant of the ISDN PRI signaling protocol sued in Hong Kong.

IDS

See Integrated Directory Services.

IEEE Institute of Electrical and Electronics Engineers

Through its members, the IEEE is a leading authority in technical areas ranging from computer engineering, biomedical technology and telecommunications, to electric power, aerospace and consumer electronics, among others.

IMAP The Internet Message Access Protocol 4

IMAP or Internet Message Access Protocol is a mail protocol that provides management of received messages on a remote server. The user can review headers, create or delete folders/mailboxes and messages, and search contents remotely without downloading.

IMAT

ISDN Maintenance & Administration Tool. A tool developed by Mitel Networks for programming ISDN onto their hardware (Network Services Unit and Peripheral Cabinet).

Indirect Element

An element that is not connected directly to the OPS manager Station.

Individual Trunk Access

Also known as Direct Trunk Select.

Initial Device Attributes

All sets with a system type of \"IP Device Only\" have Initial Device Attributes (IDA). This restricts the sets to basic functionality (emergency and attendant calls) until someone logs in as a hot desk user or hot desk ACD agent.

Instant Messaging

A service that alerts users when friends or colleagues are on line and allows them to communicate with each other in real time through private online chat areas. With instant messaging, a user creates a list of users with whom they wish to communicate; when someone from this list is on line, the service alerts the user and enables immediate contact with the other user. Instant messaging has primarily been a proprietary service offered by AOL and MSN. Today, secure instant messaging is being targeted at businesses who are looking to employ instant messaging for presence management of communications.

Integrated Directory Services (IDS)

IDS synchronizes user and service data between a corporate directory server and MiVoice Business IDS (or MiCollab if in the same network cluster) using the Lightweight Directory Access Protocol (LDAP). Once the data is synchronized, it is distributed from the MiVoice Business IDS to the various member elements in the SBS network or cluster.

Integrated Messaging

An alternative to unified messaging for users who do not require the full functionality of unified messaging, Integrated Messaging provides users with a unified view of all message types within an e-mail client.

Integrated Services Digital Network (ISDN)

Set of CCITT/ITU standards for digital transmission over copper wire and other media. Two levels of service are available: Basic rate Interface, intended for the home and small enterprise and Primary Rate Interface intended for larger users. Both Services include B-channels and a single D-channel. Each B channel carries voice, data and other services. Each D channel carries the control and signaling information.

Interconnection Restrictions

Certain interconnections between stations and trunks, and between trunk and trunk circuits, are not allowed for various reasons. These interconnections are prevented by setting appropriate parameters in the device interconnection table which is programmed as part of the SX-200 EL/ML CDE procedures. Calls made with trunk circuits are subject to the parameters in the table.

Interconnectivity Gateway

A gateway that ensures connectivity across attached networks of different natures without ensuring compatibility between applications.

Interface

A shared boundary that is defined by common physical and electrical interconnection characteristics.

Interflow

Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if programmed). All calls that interflow lose their priority in the Queue.

Internet

The global collection of interconnected networks. The Internet uses the TCP/IP protocol suite. It's not a corporation, organization, or entity in itself, when you connect to the Internet, you become part of it. The word Internet is always capitalised.

Internet Control Message Protocol (ICMP)

A network-layer Internet protocol that provides message packets to report errors and other information relevant to IP packet processing.

Internet Protocol (IP)

IP is the most basic protocol used to communicate over the Internet. IP allows for a confederation of computers and networks over geographically-diverse areas to communicate with each other quickly and economically over a variety of physical links. Computers on the Internet use IP addresses to route traffic and establish connections. To simplify things, user-friendly names are used to locate sites which is possible by the Domain Name System. The Internet Protocol is commonly referred to as TCP/IP.

Internetwork

A collection of networks interconnected by routers that function (generally) as a single network. Sometimes called an internet, which is not to be confused with the Internet.

Internetworking

General term used to refer to the industry that has arisen around the problem of connecting networks together. The term can refer to products, procedures, and technologies.

Intraflow

Intraflow is a function of an overflow of calls in a call centre environment, When it occurs, calls flow between agent groups.

INWATS

Inward Wide-Area Telephone Service. Toll-free long distance number.

IP (Internet Protocol)

An industry standard, connection-less, best-effort packet switching protocol used as the network layer in the TCP/IP Protocol Suite. A unique, 32-bit number for a specific TCP/IP host on the Internet normally printed in decimal form (for example, 192.168.3.15). Part of the TCP/IP family of protocols, it describes software that tracks the Internet address of nodes, routes outgoing messages, and recognises incoming messages.

IP Address

The 32-bit address defined by the Internet Protocol. Every resource on the Internet has a unique numerical IP address, represented in dotted decimal notation. IP addresses are the closest thing the Internet has to phone numbers. When you \"call\" that number (using any number of connection methods e.g. HTTP, etc.) you get connected to the computer to which that IP address is assigned.

IP Centrex

IP Centrex off-loads all the call management, moves, adds and changes from the user to the carrier. Instead of maintaining and managing a PBX, users pay a monthly fee to their carriers for a service that delivers similar functionality.

IP Contact Centres

IP Contact Centres are an enhanced version of contact centres, based on IP Telephony. By changing to an IP-based telephone network, contact centres can move away from the \"mega-centre\" facilities approach, in favour of partially or fully distributed contact centres. With IP Telephony, your voice system becomes an application on your network which means that you can set up virtual contact centres, simply by running IP phones remotely from your main phone system, over the network to any branch office connected to your network. This means that contact -centre facilities can be set up in various locations suitable to the organisation. With IP Telephony, the contact centre can expand when the organisation sees fit and is no longer restricted by fixed physical space to do so. IP contact centres offer ease of implementation as well as flexibility which can yield a more affordable contact centre model than under a traditional fixed facility approach.

IP Device Only

This Service Level indicates that the directory number (DN) is assigned to an unlicensed device that has only basic telephony functionality (emergency or attendant calls). The device becomes functional when a hot desk user or hot desk ACD agent logs into it.

IP Gateway

IP Gateways bridge the gap between the traditional circuit-switched telephony world and the Internet. They convert a telephone call into IP packets or another packet-based format and route it to a gateway near its destination, which changes it back to a standard phone call.

IP Routing

The action of directing network traffic according to the rules of the TCP/IP protocol.

IP Security Protocol (IPSec)

IPSec or Internet Protocol SECurity is a set of protocols for encryption of IP traffic over the Internet through virtual private networks (VPNs).

IP Subnetworking And Masking

A mask is a value associated with each IP address. A mask is configured by the network manager and allows the nodes and routers to read the portion of the IP address that represents the network (subnetwork) number.

IP Telephony

IP Telephony provides for voice communications to be delivered over the same network as data, using the data transport mechanisms associated with the Internet, called the Transmission Control Protocol/Internet Protocol (TCP/IP) suite. A separate voice network is no longer necessary with IP Telephony. Voice becomes another application on your network. Now you can truly integrate voice with your data applications. IP Telephony is not a new technology. The basic technology for using advanced packet services like frame relay, ATM and IP for transporting voice between corporate sites is several years old. The extensive deployment of IP Telephony today has been brought about by advances in network technology and deployments of new network infrastructure. The greatest challenge in implementing an IP Telephony system is meeting the very high standard set for voice quality by the traditional PSTN system. The same cannot be said about mobile phones, where inferior quality is accepted as the price of mobility. However, reliability and Quality-of-Service advances in codecs, gateways and network-planning tools have made IP Telephony truly reliable. Now voice packets can be prioritized so voice traffic is transmitted ahead of other traffic. The best way to ensure voice quality is to have enough bandwidth at the network access point. Ultimately, a robust network infrastructure capable of carrying voice traffic is required.

IP Trunking

IP trunking lets remote PBXs connect over an IP WAN.

IPSec

A standard security protocol that provides authentication and encryption over the Internet. IPSec is used predominantly in the construction of Virtual Private Networks.

IPv6

The new standard protocol for the Internet, Internet Protocol version 6 (also known as IPv6), is the next step beyond IPv4, the current standard protocol for the Internet. These protocols provide IP addresses, the \"phone numbers\" for the Internet that are responsible for identifying computers and devices so they can communicate. IPv6 expands the address space on the Internet from 32 bits to 128 bits, enough for trillions upon trillions of additional addresses.

IrDA

InfraRed Data Association or InfraRed Data Adaptor. The definition Infrared Data Adaptor is used by Mitel Networks as the interface between proprietary equipment and a PDA.

IrDA-LAP

The link access protocol component of the IrDA communications protocol.

ISDN

The Integrated Services Digital Network (ISDN) accurately transmits voice, data, and video at high speeds without a modem. The SX-200 system with LIGHTWARE 17 Release 4.0 or greater software supports voice with 3.1 kHz audio.

ISDN BRI

Commonly known as ISDN 2 which is commonly used for residential purposes or very small business customers. It enables two 64 kbp/s per channel to be transmitted. It supports both data and voice, offering two simultaneous connections (any mix of fax, voice and data). When used as a data connection, ISDN BRI can offer two independent data channels of 64kbps each, or 128kbps when combined into one connection ISDN BRI can be used for many purposes from a standard desktop or laptop PC. Applications are comparable to a modem, although there are some key advantages for ISDN, for example: - 64kbps or 128kbps Internet connection, with 1-3 second dialup - Send/Receive fax: Group 3 and Group 4 (64kbps digital) - Concurrent Internet access and phone/fax use- Telephony with multiple phone numbers - Point-to-point video conferencing ISDN BRI is ideal for remote working (telecommuting), since it gives access to most of the services available in an office including: telephony; fax; email; Internet. The fast dialup

ISDN PRI

Commonly known as ISDN 30 which is exclusively used by enterprises. It enables 30 x 64kbp/s which is equivalent to 1.92 mgbp/s. Businesses will rent ISDN lines from a carrier for voice and data. The ISDN Primary Rate Interface (or PRI) offers 30 channels (of 64kbps each), giving a total of 1920kbps. As with BRI, each channel can be connected to a different destination, or they can be combined to give a larger bandwidth. These channels, known as \"bearer\" or \"B\" channels, are at the heart of the flexibility of ISDN. Advantages of ISDN: • Dialup is fast, calls dial and connect within in 1 to 3 seconds. • It's digital. Guaranteed 64kbps bandwidth for each \"B\" channel. • It's multi-mode. A \"B\" channel can carry data, voice, fax or video. • It concentrates calls: a PRI connection can deliver 30 concurrent calls through one cable. A BRI delivers 2 calls through one cable. The ISDN Primary Rate connection is well suited for server-end or central-site tasks, where many concurrent connections or calls will be handled in one place. As well as acting as a central point for incoming connections, a server-based connection to ISDN can (at the same time) act as a Gateway offering telephony services to users on the local area network (LAN) in the office. For example, a server connected to ISDN can accept incoming faxes, and route them to individual users on the LAN: this is a growing application today, since it is convenient for users to receive fax and voicemail messages in the same way that they receive email.

ISO

International Organization for Standardization. Established in 1947 this organization is a worldwide federation of standards bodies from 130 countries. The mission of ISO is to promote the development of standardization and related activities to facilitate the international exchange of goods and services,and to developing cooperation in the spheres of intellectual, scientific, technological, and economic activity. The result is the various International Standards that are published.

ISO Date Format

The ISO (international) date format is YYYY-MM-DD. For example, August 6, 2007 is 2007-08-06 (sometimes abbreviated to 07-08-06).

ISP Internet Service Provider

ISP or Internet Service Provider is an organization that provides users with an Internet connection.

IT

Italy.

ITU

International Telecommunications Union. An organization established by the United Nations to set telecommunications standards, allocate frequencies to various uses, and hold trade shows every four years.

IVR

Interactive Voice Response is an automated call handling system in which the caller interacts with a computer device which can interpret and react to voice or touch tone commands. The interaction can be through the use of a touch tone telephone or through speech recognition. This telephone-based application prompts the inbound caller for information using a recorded or synthesised human voice. Most IVR systems do not allow the caller to respond by voice, but require user input through touch-tone response.

IXC Inter-Exchange Carriers

An IXC is a telephone service provider that provides connections between local exchanges in different geographic areas.

Java

An object-oriented programming language developed by Sun Microsystems. Applets written in Java include their own software players, so you can download and run them on any computer.

Jitter

Jitter is the variation in delay or latency that occurs in a network. Jitter can be caused by networks experiencing congestion problems such as processor queues and bandwidth overload. Voice is particularly susceptible to jitter.

Jitter Buffer

A buffer in the VoIP gateway or end point that realigns voice samples that were sent in separate packets. Jitter buffers size has to be designed carefully as it also adds to end to end latency.

Jumper Setting

A way to manually set device configuration.

Jumpering

See Cross Connection.

Kbps

kbps or kilobits per second is a data transmission rate measured in thousands of bits per second.

Key Inquiry Session

A mode on Mitel sets entered using Superkey. Used to view and modify the programming of a programmable feature key. Also used to display caller information on Single, Multicall and Key System line keys with active calls.

Key System

A multiple line phone system for small business. It offers basic features and intercom. It is usually configured in a squared fashion (all lines on all sets). Some key systems may be configured in a pooled environment to emulate small PBX's. Only one member of a Key System Group can use the line at one time. See also Multicall Group.

Kilobyte (KB, Kbyte)

A unit of measure or memory or disk storage capacity. One KB is 1,024 bytes.

LA

Latin America

LAN

See Local Area Network.

LAN PBX

A system that implements classic PBX functions over a LAN. It is able to wired over a data LAN (e.g. Ethernet) and may include IP phones and/or PC based soft phones.

LAN Segmentation

Dividing LAN bandwidth into multiple independent LANs to improve performance.

Last Mile

The last mile is the connectivity between the enduser and the cable or telephone company.

Latency

The constant delay experienced by data traversing a network (Jitter was the variation in delay).

Law of Diminishing Returns

In a call centre environment, the experience of declining marginal improvements in service levels that can be attributed to each additional agent, as successive agents are added.

Layer 3 Switching

The emerging Layer 3 switching technology integrates routing with switching to yield very high routing throughput rates in the millions-of-packets-per-second range.

LCI

Logical Community of Interest. The classification of a grouping of applications or endpoints that have a common interest in a certain set of data. For example, a cluster of systems sharing call directory information is a pre-defined LCI (see glossary entry for Cluster).

LCP

LCP or Link Control Protocol is a protocol that provides a method of establishing, configuring, maintaining, and terminating a point-to-point connection.

LDAP

Lightweight Directory Access Protocol is a software protocol for enabling anyone to locate organizations, individuals, and other resources such as files and devices in a network. LDAP is a \"lightweight\" (smaller amount of code) version of DAP (Directory Access Protocol), which is part of X.500, a standard for directory services in a network.

Leased Line

Also referred to as a private line or a tie line. A leased line is obtained from a service provider to provide a transmission medium for communications between two points. The line consists of a permanent dedicated circuit between two points, or to a set of previously arranged points. The cost of the line is commonly based on the distance between locations. This is in contrast to switched or dial-up lines, which can be connected to any point on the network.

Least Cost Routing (LCR)

One of the functions of automatic route selection and refers to the economical aspects of the ARS facility. In least cost routing, the trunk circuits are programmed with regard to the effects of the costs of the possible alternative trunk routings. In practice the customer may require the economical aspects to be subordinate to the overall traffic efficiency requirements of the System. For example, less costly trunk routes may be available, but offer too low a traffic grade of service for the customer's needs. Actual requirements may be subject to traffic analysis of the customer's needs.

LED

LED or Light Emitting Diode is an indicator that emits light when an electrical current is passed through it.

LIM

The Line Interface module is an optional device that adds analog phone line (POTS) capability to a Mitel 5220 Dual Mode, 5224, 5324, 5330 or 5340 IP phone.

Link

A link is the system connection that contains 32 channels. Each channel is a digital \"speech path\". In the SX-200 EL/ML system, there are three links per fibre connection or Bay (Node). Therefore each peripheral node has the equvalent of 3 x 32 or 96 \"speech paths\" available.

LLC

LLC or Logical Link Control is the upper portion of the data link layer, as defined in IEEE 802.2. The LLC sublayer presents a uniform interface to the user of the data link service, usually the network layer.

LLDP

Link Layer Discovery Protocol. An An IEEE standard (801.1AB) that provides a vendor-neutral method for Ethernet network devices such as switches, routers and wireless LAN access points to advertise information about themselves to other nodes on the network and store the information they discover. Advertised nformation includes: device type description, boot and main revision, phone IP address, phone MAC address , duplex setting, power consumption, phone DN, attached devices, etc. The information is stored in a SNMP MIB that provides network management systems with accurate network mapping, inventory data and network troubleshooting information. For more information, see the MiVoice Business Engineering Guidelines.

LLDP-MED

LLDP-MED (ANSI/TIA-1057) is an open standard extension of the LLDP core standard (IEEE 802.1AB). The extensions provide auto-configuration and exchange of media related information, such as Voice VLAN and QoS, and are designed to provide enhanced VoIP deployment and management. For more information, see the MiVoice Business Engineering Guidelines.

Load Balancing

A technique used by Ethernet bridges to evenly divide traffic between two channels, thus maximizing throughput.

Local Access and Transport Area (LATA)

A geographic area established for the provision and administration of communications service. It encompasses one or more designated exchanges, which are grouped to serve common social, economic, and other purposes.

Local Area Network

A local area network (LAN) is a private, high-speed computer network used to share data, programs, or equipment such as PCs within a limited geographical area. Most LANs are confined to a single building or group of buildings. One LAN can be connected to other LANs over any distance via telephone lines and radio waves. A system of LANs connected in this way is called a wide-area network (WAN). When deploying IP Telephony over the LAN, The LAN should conform to the IEEE standard 802.1p/q. This means certain types of data packets such as voice information can be given priority across the network ahead of ordinary data packets. This is achieved using Virtual LAN's (or VLANS).

Local Cluster Element

The cluster element that supports the device (that is, the device's primary controller).

Local Device

A device (for example IP Phone) that an element supports is local to that cluster element

Local Exchange

The location where the telephone company maintains its local switching equipment to serve the immediate area. The local exchange receives calls from within the local area and routes them locally or passes them to an inter-exchange carrier (IXC). The Local exchange also receives calls that originate in other areas, or from the IXC.

Local member

Refers to a member of a group, such as a clustered call pickup group or network hunt group that is being supported by the controller that you are currently logged into. A local member can be a resilient or non-resilient device.

Local Number Portability (LNP)

The ability for an end user to retain their telephone number when they change service providers but remain in the same physical location.

Local PBX call

Calls between devices that are registered to the same PBX.

Local-only directory number

A directory number that exists only in the local databases of the elements in a cluster or network. A local-only DN does not appear in the Remote Directory Assignment forms. A user on the same element can call a local-only directory number by just dialing its extension number. However, a user on a remote element cannot. To call a local-only directory number, a user on a remote element must dial the CEID digits followed by the local-only extension digits.

Logged On

In a call centre environment it is the state in which agents have signed on to a system (made their presence known), but not be ready to receive calls.

Logover

Refers to the scenario where a hot desk user logs into a hot desk-enabled MiNET set where another hot desk user is already logged on. If the login is successful, the current user is automatically logged out.

Longest Available Agent

A method of distributing calls to the agent who has been sitting idle the longest. With a queue, Longest Available Agent becomes the Next Available Agent.

Longest Delay (Oldest Call)

The longest time a caller has waited in a queue, before abandoning or reaching a call centre agent.

Look Ahead Queuing

The ability for a system or network to examine a secondary queue and evaluate the conditions, before overflowing calls from the primary queue.

Look Back Queuing

In a call centre environment, Look Back Queuing refers to the ability for a system or network to look back to the primary queue after the call has been overflowed to a secondary queue, and evaluate the conditions. If the congestion clears, the call can be sent back to the initial queue.

Loop Start

A form of signaling used by a certain type of CO trunk which designates that type of trunk. It denotes an outgoing trunk circuit which is seized by the system placing a loop condition on the trunk.

Loop Start Line

A line on which closure between the tip (a-wire) and ring (b-wire) leads is used to originate or answer a call.

Loop Tie Trunk

A tie trunk between PBXs which is seized by the application of a loop condition on the trunk. Subsequent supervisory conditions can be determined by the presence/absence of the loop or by battery-reversal conditions.

MA

Malaysia

MAC

Media Access Control. Protocols used to control access to a network medium, such as a wireless LAN.

MAC Address

On a local area network or other network, the MAC (Media Access Control) address is your computer's or IP telephone's unique hardware number. On an Ethernet device the MAC address is hard coded into the NIC.

MAC Application

See Moves Adds & Changes application.

MACs Moves, Adds and Changes

MACs in a traditional telephone environment require changes to the fixed physical environment, which often means a project must be undertaken to execute a Move, Add or Change. Some of the things that would be included under MACs include; moving a phone, number, or both, Adding voice mail or a voice menu system, Moving a data connection, Changing features on a phone, installing a new telephone line, upgrading from one phone to another, adding a new data connection, adding a new handset cord (Phone to handset)

Main Distribution Frame

The main distribution frame (MDF) forms the interconnection point between the in-house PBX (for example the SX-200 EL/ML system, and the internal and external cabling to the PBX. The MDF provides a convenient and flexible means of interfacing the cabling to the system.The MDF is also known as the cross-connect field.

Man-busied

A device (example: trunk) placed in busy state via the BUSY Maintenance command.

Management

A term that applies broadly to tasks involving the installation, configuration, and maintenance of system hardware and software elements.

Management Information Base

See MIB.

Manual Ringdown

The Manual Ringdown (MRD) feature used with the Voice Trader Application Platform (VTAP) provides hotline-type connection without dialing between 5560IPT Turret devices.

MAS

Mitel Applications Suite

Master Element

The MiVoice Business system that you use to start sharing System Data Synchronization data. The System Data Synchronization feature allows you to start sharing data from the master MiVoice Business system to the slave MiVoice Business systems. Any MiVoice Business system within a System Data Synchronization community can act as the master.

MB (Megabyte, Mbyte)

A unit of measure for memory or disk storage capacity.

MBG

Mitel Border Gateway

Mbps

Mbps or Megabits per second is a data transmission rate measured in millions of bits per second.

MCC

Main Control Card.

MCI

Malicious Call Indication

MDF

See Main Distribution Frame.

MdUG

Multi-device User Group

Media Gateway

A Media Gateway acts as a translation unit, and enable communication between disparate networks: - Access media gateways connect legacy phones and PBXs to the next generation packet network - Trunk media gateways connect legacy PSTN network switches to the next generation packet network - Mobile access media gateways will enable 3G wireless clients to connect to a packet based wireless network - Mobile trunk media gateways enable a 3G wireless packet network to link to a next generation packet network

Media Gateway Control Protocol (MGCP)

Media Gateway Control Protocol (MGCP), converts PSTN audio signals to IP data packets. MGCP is a closed, voice-only standard.

Meshed Network

A meshed Network is a network topology in which devices are connected with many redundant interconnections between network nodes. In a true mesh topology every node has a connection to every other node in the network.

Message Subsystem

The message subsystem is one of the subsystem blocks of the SX-200 EL/ML system. Its function is to act as the main message collection and distribution facility for the system, and links the main controller with the intelligent entities at the peripheral level or below. In effect it is the \"nervous system\" of the SX-200 EL/ML system, in that it passes messages and commands between the lowest and highest levels of the system.

Metropolitan Area Network (MAN)

A MAN is a data network established for a town or city.

MHz

Megahertz. One million cycles per second.

MIB (Management Information Base)

A list of all the types of information an SNMP manager can poll a device for as well as the SNMP traps that a device may send to an SNMP manager. MIB-II is a standard MIB for use with network management protocols in TCP/IP-based networks.

MICD

Multi Instance Communications Director. Fomer name for the multi-instance version of MiVoice Business software.

Microsoft Live Communications Server (LCS)

The Microsoft® Office Live Communications Server (LCS) is a real-time, enterprise communications server. It provides an extensible platform to deliver presence capabilities and instant messaging to connect people, information, and processes to enable better decisions faster without the constraints of geography or time zones.

MiNET

Mitel's proprietary signaling protocol used to control Mitel IP and TDM telephones.

MIS

MIS or Management Information System is a computer-based information system that integrates data from all the departments that it serves in order to provide operations and management with the information they need.

MiTAI

Stands for Mitel Networks Telephony Application Interface. Used by applications to communicate with Mitel PBXs.

MiVoice Business for ISS

MiVoice Business for Industry Standard Server. A version of MiVoice Business call control software that runs on industry standard servers.

Mixed Station Dialing

The SX-200 EL/ML system caters to the use of both rotary dial and DTMF types of industry-standard telephones installed on the system.

Mixed-release network

A network of switches running different versions of call control software.

MLAA

Multi-level Auto Attendant

MLPP

See Multi-Level Precedence and Preemption

MMC

Mitel Mezzanine Card

MMS Multimedia Messaging Service

MMS provides the ability to send messages comprising a combination of text, sounds, images and video to MMS capable handsets.

Modem (Modulator-demodulator)

A MOdulator-DEModulator is a piece of Data Communications Equipment (DCE) that accepts data signals from a piece of Data Terminal Equipment (DTE) and converts them into modulated tone signals suitable for transmission over telephone lines. The DCE at the far end converts the tone signals back into data signals and sends them to its DTE. The data circuit is commonly a duplex circuit; it is capable of operation in both directions simultaneously.

Modulation

Modulation is the process of translating a digital signal to a suitable analogue form.

MOH

Music on Hold

Monitoring

Also known as Position Monitoring or Service Observing. Monitoring is the process of listening to a call centre agent's telephone calls in order to maintain quality in delivering customer service. Monitoring can be accomplished in a number of ways: - silent: agents are not aware they are being monitored, - side by side: where the person monitoring sits next to the agent and observes calls or - record and review: calls are recorded and then later played back and assessed.

Moves Adds & Changes application

An OPS Manager application that allows the performance of programming functions that are required to move, add, change, and delete users from the network.

MP

MP or Multilink PPP is a protocol that bundles multiple links (logical or physical) into one logical link with greater bandwidth than any of the original links. Data fragmentation in the PPP Multilink algorithm ensures optimal utilization and load- sharing of the bandwidth of both links by splitting a data frame into multiple tiny subframes and spreading them out over the physical links.

MPLS Multi-Protocol Label Switching

MPLS is a framework for label switching in packet switched networks. In an MPLS domain, a packet is examined. its headers are parsed, a routing decision is made, and a label is attached to it. The packet is then forwarded to the next router and the label tells the router what to do with the packet. The switching decision is made based on the label only. The router then discards the label and attaches a new label to be used by the next router. The process continues until the packet emerges at the egress point. In short, MPLS labels the packet and provides point to point delivery and provides a secure link because it authenticates at the termination point. The main benefits of MPLS are: Simplifying packet forwarding: Since the routing decision is made only once at the edge of the network, the core need to keep only minimal routing information, thus reducing the overall complexity of the network - Traffic Engineering: MPLS offers the tools to control the paths taken by different flows. Using these tools, traffic could be re-routed to avoid congestion points in a network. - Delivering Quality of Service (QoS): Using MPLS' mechanisms for traffic prioritisation and traffic path control, a service provider is able to offer different levels of service - Supporting VPNs: Since MPLS provides tunnelling of packets from any path packets emerge on a network, VPN applications that leverage MPLS can be created easily. - Security - Meshed Networking (multiple routing and resiliency)

MPU

Main processing unit. In the SX-200 EL/ML system, this refers to the 68000 CPU on the main control card.

MRKL

Most Recent Known Location

MSDN

MITEL Superswitch Digital Network

MSL

Mitel Standard Linux

MSN

Multiple Subscriber Number.

Multi-Device

This Service Level indicates that the directory number (DN) is assigned to a user that has only basic telephony functionality (e.g., emergency or attendant calls) until programmed as a member of a Multi-Device user group or suite. The DN does not use an IP User License. However, the group or suite has a Multi-device Users or Multi-device Suites license which one person can use at a time in order to receive full telephony service.

Multi-Level Precedence and Preemption

A feature that supports emergency communications for the military as part of the Defense Switched Network (DSN). MLPP enables authorized users to specify a precedence level when they make a call, and to preempt calls that have a lower precedence level.

Multi-Node Management (MNM)

A series of applications that allow you to maintain a group of network elements from an MiVoice Business System Administration Tool session on any of the elements in the group. Multi-Node Management applications are supported for network elements that are grouped together within an SDS Administrative Group.

Multicall Group

A line appearance type that lets multiple telephones share the same extension number. All Multicall group members can use the line simultaneously. See also Key System lines.

Multicast

A technique that transmits a message to multiple recipients at the same time. Multicasting is used in teleconferencing and data communications networks.

Multimode

Used to describe optical fibre that allows more than one mode of light signal transmission.

Multimode Fiber

Optical fibre with a core diameter of 62.5 or 50 microns. Dispersion of light is greater than single mode fibre so distances are less.

Multiple Consoles

More than one attendant console can be installed on an SX-200 EL/ML system. The trunk groups can be arranged to terminate such that they can be accessed from all of the consoles, and any call can be answered from any console.

Multiplexer (MUX)

A multiplexer is used to transmit simultaneous conversations over the same circuit, this devise connects several lines or facilities into a single pattern.

Multipoint

A video conference call in which more than two parties are participating.

Multipoint Control Units (MCU)

A device which links three or more videoconference locations for fully-interactive audio, video and teleconferencing.

N1-2

National ISDN-2. A specification for a \"standard\" ISDN phone line. National ISDN-2 and its precursor National ISDN -1 are intended to be a set of North American standards to which every manufacturers' equipment should conform for maximum interoperability.

NA

North America

Narrowband

Narrowband or dial-up Internet access offers access speeds up to and including 128 kilobits per second (kbps).

NAT

See \"Network Address Translation\"

Network

A group of two or more connected computers. There are a number of network types: - Local Area Networks - Wide Area Networks - Metropolitan Area Networks - Personal Area Networks - Home Area Networks

Network Address Translation (NAT)

For a computer to communicate with other computers and Web servers on the Internet, it must have an IP address. An IP address is a unique 32-bit number that identifies the location of your computer on a network. An IP address is similar to a street address in that it is means to find out exactly where you are and deliver information to you. Network Address Translation allows a single device, such as a router, to act as an agent between the Internet (or \"public network\") and a local (or \"private\") network. This means that only a single, unique IP address is required to represent an entire group of computers.

Network Elements (NE)

(1) Systems that are managed by the OPS Manager station and connected directly to the OPS Manager station through an Ethernet LAN. (2) Elements sharing data through the System Data Synchronization feature. \"Network elements\" may apply to elements in SDS network that share at either the network or cluster scope. In other words, a cluster element is also a network element.

Network Inter-flow

Network Inter-flow is the technology used in multi-site call centre environments to efficiently distribute calls between sites. Through networking sites and using ACD software, calls routed to one site may be queued simultaneously to other agent groups in other sites

Network Time Protocol (NTP)

A protocol used to synchronize computer systems on data networks based on UTC

Networked ACD

Networked ACD implies that two or more ACDs are networked together to handle the overflow of calls. While the individual ACDs on the network will act as discrete systems, networked ACD enables the ACDs to work together, supporting call routing and ACD functionality between geographically dispersed call centres. This provides for seamless, simultaneous routing to multiple centres. Normally one ACD is designated as the Master ACD with the remaining ACDs acting as subordinates or slaves to the master ACD. Networked ACD is the same as a Networked Call Centre. Virtual Call Centres are distinct from Networked Call Centres and Networked ACD.

Networked Call Centre

A Networked Call Centre is the same as Networked ACD.

Next Available Agent

A call distribution method within a call centre that directs calls to the next agent who becomes available. The method seeks to maintain an equal load of calls across skill groups and/or services. If a queue does not exist, the Next Available Agent function reverts to Longest Available Agent.

NFAS

See Non-Facility Associated Signaling.

NIC (Network Interface Card)

NIC or Network Interface Card is also known as a network adapter, a LAN Adapter, or a LAN card. Usually, a PC expansion board executes the code needed by the connected device to share a cable or some other media with other stations.

Night Bell

An answering point can be a night bell. Night Service lets you redirect calls to the night bell for individual trunks.

NL

Netherlands

NMAC

Network Moves Adds and Changes

NMS

NMS or Network Management System is a combination of hardware and software that allows the network manager to configure the network, perform traffic analysis, detect and correct faults, and perform regular network maintenance. NMS systems typically manage large networks containing combinations of LAN servers, concentrators, bridges, routers, and repeaters.

Node

A connection point for two or more communications links. The node serves as the control location for forwarding data among the elements of a network or multiple networks. In some cases, it performs local processing functions. Used, along with the term \"element,\" to refer to a MiVoice Business system that is part of a network.

Non ACD In-Calls

Inbound calls that are directed to an agent's extension, rather than to a general group. These calls may be of a personal nature or calls from customers who dial the agents' extension numbers

Non-Dial in Trunks

Trunks that carry incoming calls from the public network to a fixed answering point (console, extension or bell) in the PBX. See also Dial-in Trunks.

Non-Facility Associated Signaling

A term for out-of-band signaling.

Non-fixed list form

In non-fixed list forms the same fields may or may not appear on the form dependingon the element. The User Authorization Profile form is an example of a form withnon-fixed fields.

NSU

Network Services Unit: Mitel term for the hardware on which a T1 or E1 trunk terminates.

Number Unobtainable Tone

See Reorder Tone.

NZ

New Zealand

octet

An 8-bit byte.

ODBC Open Database Connectivity

ODBC is a standard database interface which enables interoperability between application software and ODBC-compliant databases

Off-Hook

Off-hook occurs when the handset is lifted off the cradle.

Off-Peak

In a call centre environment, Off-Peak is the time in which the call centre experiences a lower volume of calls that need to be answered. This is also a term to describe periods of time when long distance carriers provide lower rates.

Off-Premises Stations

Stations which are located at a considerable distance from the parent communication system, and require special circuit terminating arrangements at the system.

Offered Calls

Offered calls describe the attempts callers make to reach the call centre. There are three types of offered calls: - They can get busy signals - They can be answered by the system, but hang up before reaching a call centre agent - Calls answered by a call centre agent

Ohms

Measure of resistance. A resistance of one ohm allows one ampere to flow when a potential difference of one volt is applied.

OLI Originating Line Information

See CLI

On-Hook

The action of placing the handset on the cradle.

On-Premises Stations

Stations which are installed on the same premises as the PBX, or which can operate satisfactorily with the system when installed in adjacent premises without special circuit arrangements

ONS

See On-Premises Stations.

OOS

Out of service

Open Shortest Path First (OSPF)

Routing protocol for TCP/IP networks.

Open Source

Open Source refers to software or operating systems whose source code is available for users to review and modify at will, provided they provide any modifications of that source code back to the originating developers. The Linux operating system is a prime example of open source code, Apache is another example of this.

Open Ticket

A customer contact (transaction) that has not yet been completed or resolved (closed).

Operator

See Attendant.

Operator Intrusion

See Attendant Busy Override.

OPS

See Off-Premises Stations.

OPS Manager

OPS Manager is a telecommunications management tool developed by Mitel Networks that controls the operation and maintenance of a network of elements (PBXs).

OSI

OSI or Open System Interconnection is a set of international standards governing interconnection of multiple vendors' architecture. OSI standards are enforced by the International Organization for Standardization (ISO) and the Telecommunication Standardization Sector (TSS).

OSI Model Open System Interconnection

The OSI Model defines a networking framework for implementing protocols in seven layers. Control is passed from one layer to the next, starting at the application layer in one station, proceeding to the bottom layer, over the channel to the next station and back up the hierarchy. The following description of the 7 Layer OSI Model is courtesy of: Bill Maples, Engineering Management, The University of Kansas February 16, 2003 source: http://emgt.ku.edu/emgt862/sessions/Maples%20TechnologyB.pptOSI 7th Layer: Application LayerThis layer provides the user with network capable applications that allow the user to send and receive data, messages and files.Analogy: James Bond meets the OSI Model 7th Floor - British Embassy: Number 1 hands James Bond a stack of top secret papers to deliver to the 7th floor of the US Embassy. James takes the elevator to the 6th floorOSI 6th Layer: Presentation LayerThis layer converts application data and graphics from user format to machine formats. Data is encrypte

OSI Reference Model

An architectural framework used to describe the structure and function of data communications protocols. The model consists of the following seven layers: the physical layer, the data link layer, the network layer, the transport layer, the session layer, the presentation layer, and the application layer. Each layer represents a function performed when data is transferred between applications on a network.

Out-of-Band Signaling

An exchange access signalling feature which allows customers to exchange call control and signalling information over a communications path which is separate from the message path.

Outbound Dialling

In a call centre environment, this is a function performed by call centre agents, in order to conduct telemarketing campaigns or to conduct surveys with citizens.

Outside Line

See Trunk.

OVA

Open Virtual Appliance (or Application) is a single file distribution of the OVF (Open Virtualization Format) file package, stored in the TAR format. See OVF for more information.

Overflow

When overflow occurs in a call centre environment, calls will overflow from one group or site to another. More specifically, Intraflow occurs when calls flow between agent groups and Interflow is when calls flow out of the ACD to another site.

Overlap Outpulsing

A feature used in the SX-200 EL/ML system when making trunk calls. It results in dial pulses (or tones) being outpulsed prior to the receipt of all required digits from the user, the purpose being to reduce the time needed to process the call.

OVF

Open Virtualization Format is a packaging standard designed to address the portability and deployment of virtualization appliances. MiVoice Business software for deployment in a VMware environment is packaged in this format. See also OVA.

PABX

Private Automatic Branch Exchange, Also seen as PBX. In North America a PABX is called a switch.

Packet

A packet is the unit of data that is routed between an origin and a destination on the Internet or any other packet-switched network. When any file is sent from one place to another it is divided into 'Packets' of an efficient size for routing. Each of these packets is separately numbered and includes the address of the destination. When they have all arrived, they are reassembled into the original file.

Packet Assembler and Dissembler (PAD)

Used to send and receive data packets in either ITU-T Triple-X mode (for human interpretation) or the British Telecom TPAD mode for use by an application.

Packet Filtering

The recognition and selective transmission or blocking of packets based on destination addresses or other packet contents.

Packet Forwarder

Receives data packets from the network and forwards them to their destinations; during this process the syntax of each packet is checked.

Packet Switching

Packet switching is distinct from circuit switching. While circuit switching keeps the connection open and constant, packet switching opens the connection just long enough to send a small chunk of data, called a packet, from one system to another. What happens is this: The sending computer chops data into these small packets, with an address on each one telling the network where to send them. When the receiving computer gets the packets, it reassembles them into the original data. Packet switching is very efficient. It minimises the time that a connection is maintained between two systems, which reduces the load on the network. It also releases the computers that are communicating with each other so that they can accept information from other computers as well.

PAD

See Packet Assembler and Disassembler.

Partitioning

The division of a LAN into two or more distinct segments joined by a bridge. Partitioning can reduce LAN media loading by localizing traffic and increase reliability by isolating LAN segments.

Password Authentication Protocol (PAP)

PAP or Password Authentication Protocol is an authentication phase that PPP calls must go through. In PAP, the ID and the Password pair is sent repeatedly by the user to the authenticator until authentication is acknowledged or the connection is terminated.

Patch Panels

A hardware unit containing port locations in an electrical or communications system.

PCB

Printed Circuit Board.

PCM

See Pulse Code Modulation.

PCMCIA Card Personal Computer Memory Card International Association Card

A PCMCIA card is used to add features to laptop computers, hand-held computers, and desktop computers.

PDA Personal Digital Assistant

A PDA refers to a small hand-held device that provides computing and data storage capabilities. PDAs include the HP iPAQ, Palm Pilot and the BlackBerry.

PDG

See Portable Directory Group.

Peaked Call Arrival

In a call centre environment, this is an event which occurs where a surge of call traffic is experienced beyond random variation. It is a spike within a short period of time.

Peer

Either end of a point-to-point connection.

Peer-to-Peer Network (P2P)

A Peer to Peer network is a computing system set up in which all computers on the network are treated in the same way on the network. Computers on a peer to peer network may share hard drives, CD-ROM drives, and other storage devices with the other computers on the network. This is distinct from a a client/server relationship whereby most computers (clients) share resources from the server. P2P is commonly used to obtain freeware, shareware, and sometimes bootleg software. Peer to Peer often use websites to act clearinghouses which list people with computers who have or want something. Napster is the most famous of P2P exchanges. In some cases, P2P exchanges require a \"client\" program, to perform downloads.

Personal Area Network (PAN)

PAN is also known as piconet. Small devices such as mobiles, printers and PDAs can exchange data wirelessly within the physical limits of someone's personal space. A PAN Allows devices to work together and share information and services. Using Bluetooth wireless technology, it offers the ability to wirelessly synchronise your desktop to your PDA to access your e-mail.

Phantom line/directory number

A non-prime line appearing on only one set.

PHB

Per-Hop-Behaviour. Used for differentiated services.

Physical Layer

See OSI Model Layer 1

PIN

Personal Identification Number. Allows a user to log into a set as a hot desk user or generic SIP user. It can also used to activate the Phone Lock feature. PINs must be from 0 to 8 digits in length. Only digits (0 to 9) are permitted.

PING

PING or Packet INternet Gopher is a useful internetworking debug and diagnostic program. When trying to determine the accessibility of a device (a router or even a PC), a PING is sent to the IP address of that device. The sender then waits for a response and reports the success or failure of the operation.

PKM

Programmable Key Module

PLID

Physical location ID. Four digits identifying the cabinet number, shelf number, slot number and circuit number.

PLL

Phase-Locked Loop. An electronic circuit used to control the clock frequency of a computer.

PMS

Property Management System

PNI

See Primary Node Identifier.

Point-of-Presence (POP)

A POP is an access point to the Internet. ISPs have typically multiple POPs. A point of presence is a physical location that houses servers, routers, ATM switches and digital/analogue call aggregators.

POP3 Post Office Protocol 3

POP3 is a client-side mail protocol designed to facilitate offline operation. Messages are downloaded to the client and manipulated there.

Port

The access point in a computer or switching system that enables a system to exchange data with external devises.

Portable Directory Group

A group of network elements (PBXs) which share a common telephone directory where the extension numbers are not restricted by the PBX to which they are connected. A user can keep his/her extension number when moving from system to another.

Portal

A Portal is a Web site that acts as a first port of call to users looking for information. It offers services such as a directory to relevant sites, possibly a search engine, and other services.

POTS

Plain Old Telephone Service. This refers to the standard telephone service that is used in most homes. Higher speed, enhanced services such as ISDN are not POTS. The main distinctions between POTS and non-POTS services are speed and bandwidth. POTS is generally restricted to about 52 Kbps (52,000 bits per second).

Power Dialling

Power dialling is a tool used for outbound dialling in a call centre environment. The system automatically dials the number after a set amount of time. You define the amount of time before dialling when setting up the outbound calling campaign.

Power Fail Transfer

Also known as emergency switching. This is a feature that ensures that external trunks are connected to several single line telephones in the event that the power fails on the telephone system. As the trunks have their own power source the single line telephones are still able to function.

Power over Ethernet PoE

With PoE, a single cable is used to supply power and data connectivity. Power-sourcing equipment injects electrical current into the data cable.

PowerPC (PPC) platforms

Variants of MiVoice Business that use PowerPC processors--MX, MXe, CX, CXi, and AX. See also x86 platforms.

PPP

PPP or Point-to-Point Protocol is a communications protocol that allows a computer to use TCP/IP with a standard telephone line and a high-speed modem. PPP is a new standard that replaces SLIP. It can also run on any full-duplex link from dial-up to high-speed DS1 and DS3 lines.

PPPoE

PPPoE or Point-to-Point Protocol over Ethernet is an access control method that allows remote hosts to log on and off using a simulated dial-up connection. PPPoE is typically offered by cable and DSL Internet service providers.

PPTP

PPTP or Point to Point Tunneling Protocol encapsulates data sent over the Internet within a virtual private network (VPN).

Precedence Level

The Multi-Level Precedence and Preemption (MLPP) feature enables authorized users to specify a precedence level when they make a call, and to preempt calls that have a lower precedence level.

Predictive Dialling

Predictive Dialling is a call centre tool whereby the system automatically places outbound calls and delivers answered calls to call centre agents. When the system detects busy signals, answering machines, or when the call is not answered, the system returns the number to the queue.

Presence-based Management

Presence based management is new concept whereby users can be managed based on user presence. Presence is defined as the willingness and ability of a user to communicate with other users on the network.

Presentation Layer

See OSI Model

Preview Dialling

When using preview dialling, an agent receives the customer data on their computer screen and reviews the data on the screen to determine the nature of the call to be made. The agent instructs the system to make the call once they are ready.

PRG

Personal Ring Groups are an association of two or more single-user devices under a single Directory Number (DN). The devices ring simultaneously (Ring All) when called.

PRI

See Primary Rate Interface.

PRI Gateway

The PRI Gateway is an interface that can include the ISDN Network Gateway, the PRI cards and the Ipera 2000 interfaces.

Primary ICP (PICP)

Primary Integrated Communications Platform (ICP) is the primary controller of a particular device

Primary Node Identifier

A digit string that identifies a network element or a cluster within a network. Automatic Route Selection for the network is set up to route calls to the network elements based on the PNIs. Note that in a single standalone cluster, you do not need to assign PNIs to the cluster members.

Primary Rate Interface

The PRI (Primary Rate Interface) card provides SX-200 systems with two links of Primary Rate Access (PRA) to the ISDN service provider. This PRI connection supports the simultaneous transmission of voice and data. Each channel is capable of transmitting voice or data calls at 64 kbps. By interfacing the SX-200 switch with the ISDN service provider, it allows SX-200 users to access ISDN services, such as Direct Dial In (DDI), Calling Line Identification (CLID), and Call By Call Service Selection (CBC).

Prime member

Refers to the directory number acting as the pilot number for a Ring Group or Multi-device User Group. Dialing the pilot number rings the group members. Other group members are referred to as non-prime members.

Private Branch Exchange

A PBX (private branch exchange/ private automatic exchange) is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines. The PBX encompasses a wide variety of equipment that provide intra-premises telephone service as well as access to public telephone networks. The main purpose of a PBX is to save the cost of requiring a line for each user to the local exchange. The PBX is owned and operated by the enterprise rather than the telephone company (which may be a supplier or service provider, however). Private branch exchanges used analogue technology originally.A PBX includes: - Telephone trunk (multiple phone) lines that terminate at the PBX - A computer that manages the switching of the calls within the PBX and in and out of it - The network of lines within the PBX - Usually a console or switchboard for a human operator In some situations, alternatives to a PBX include Centrex service (in which a pool of lines are rented at the phone company's central office), and key telephone systems.

Private Network

A network designed for the exclusive use of an enterprise or a group of organisations. It can be regional, national or international in scope.

Protocol

In networking, the term protocol refers to a set of rules that govern communications. Protocols are to computers what language is to humans. For two devices on a network to successfully communicate, they must both understand the same language, or protocols.

Protocol Filtering

A feature available in some network bridges in which the bridge can be programmed to automatically forward or reject transmissions associated with specified protocols.

Protocol Prioritization

A process in which the bridge orders a WAN output queue in order of priorities, based on protocol types.

Proxy ARP

Proxy Address Resolution Protocol. A simulation of the ARP protocol used by hosts that do not support IP subnet routing, but have an interface on a subnetted network.

PSAP

See Public Safety Answering Point.

PSTN

Public Switched Telephone Network. The worldwide analog voice network accessible to all those with telephones and access privileges.

PT

Portugal

Public Safety Answering Point (PSAP)

The party responsible for answering the 911 call and arranging the appropriate emergency response, such as sending police, fire, or ambulance teams.

Public Switched Telephone Network

The PSTN is collection of interconnected telephone network systems operated by the various telephone companies around the world to provide communications locally, regionally, nationally and internationally. The PSTN started as analogue circuit switching systems that were manually operated. It then progressed through electromechanical switches. This has almost completely been made digital, except for the final connection to the end-user (the \"last mile\"): The signal received by the end user is analogue. It is usually transmitted over a twisted pair cable and is still an analogue signal. This analogue signal is then digitised. At the receiving end the channels are separated, the digital signals are converted back to analogue and delivered to the received phone.

Pull

A System Data Synchronization-specific term denoting the process through which one network element integrates (\"pulls\") another element into a given data-sharing network or cluster.

Pulse Code Modulation

A technique for converting an analog voice signal to digital format. Requires sampling the analog signal 8 thousand times per second and converting the sample to an 8-bit value. Hence, PCM requires a 64Kbps digital channel to carry one voice connection.

QoS

Quality of Service. The performance of a communications channel or system is usually expressed in terms of QoS. The QoS will relate to the type of system. SNR (Signal to Noise Ratio), BER (Bit Error Ratio), maximum and mean throughput rate, reliably, priority and other factors specific to each service.

QSIG - Q reference point Signalling System

The Q reference point Signalling System is a signalling system to enable communications between PBXs. It replaces traditional analogue signalling between a PBX (Private Automatic Branch Exchange) on one site and a PABX on another site. See also: DPNSS

Quantitative Forecasting

Quantitative Forecasting is a call centre tool based on statistical techniques to forecast future events. Time Series and Explanatory approaches are two main methods of quantitative forecasting. Time Series techniques use past trends to forecast future events. Explanatory techniques attempt to link two or more variables.

RAD

A Recorded Announcement Device (RAD) is a device which automatically answers a call and delivers a pre-recorded message. RAD is often used to inform a caller that they are in a queue and their call will be dealt in due order.

RAM

Random Access Memory. Dynamic volatile memory in computing type devices. If power is lost the contents of the RAM are also lost.

RAS

Remote Access Server. Remote access is the ability to access a computer or network from a remote location. A remote access server is the computer and associated software that is set up to handle users seeking access remotely.

RDN Synchronization

A method that uses the System Data Synchronization feature to distribute directory changes throughout a network or cluster. Such changes were handled by OPS Manager until MCD 4.0 when the option of using SDS was introduced. As of MCD 4.1, SDS is the only way to synchronize directories.

Readerboards

Readerboards are also known as displayboards or wall displays. It is a physical visual displayboard used in call centres, it is usually mounted on the wall or ceiling, and provides real-time and historical information on queue conditions, agent status and call centre performance.

Real Time Charging

A PABX feature which determines the actual cost of any particular call made by a person from his or her telephone extension.

Real Time Event Records

Real Time Event (RTE) records are used to monitor activities of ACD agents, such as logins/logouts, call answers, call orginations, call holds, abandoned calls. etc.

Real-Time Management

The ability to make adjustments to staffing and thresholds in the systems and network, in response to

Recall Button

This refers to the push-button installed on certain types of industry-standard telephones, for the purpose of providing a ground condition to the line when the button is pressed. When used in conjunction with the SX-200 EL/ML system, pressing the Recall button corresponds to a switch hook flash; for example, when a party is being placed on hold. The button is sometimes referred to as the ground button.

Redirecting Number Information Element

A type of ISDN message on outbound calls that provides the carrier with both the Billing Telephone Number (BTN) and the original Caller ID. Carriers often require both before accepting the call. MiVoice Business does not support this feature.

Redundancy

Redundancy implies that there two types of every network element-one device is in use while the second device sits in reserve or on a shelf. Redundant network elements can increase network complexity and can be expensive to implement. Network designs that incorporate complete redundancy of switches and routers are expensive and needlessly increase the complexity of maintaining the network. Large numbers of connections and hardware sit dormant while waiting for a failure to occur.

Registration DN

The directory number (DN) of a phone that is provisioned for Hot Desk use. Not to be confused with the Login DN which the user enters to log in to the hot desk phone.

Remote Destination

A location for a DCE device that is not at the central or control site. A typical application would have a terminal at the remote site and the host computer at the central or control site.

Remote Device

The devices in a cluster that are not supported by a given element (that is, the devices that are supported by other elements in the cluster) are considered to be remote to that element. At each cluster element, you must assign the devices that are remote to that element with the CEID index of its local cluster element. You assign CEID indexes in the Cluster Element Assignment form. The Remote Directory Number Assignment form lists the portable directory numbers of all the remote devices in the cluster.

Remote Digital Loopback

A test that checks the telephone link and the transmitter and receiver of a remote modem.

Remote Directory Number (RDN)

Local directory numbers are hosted on the element that you are logged into while remote directory numbers are hosted on another element in the cluster. Users can call remote directory numbers from any extension in the cluster by just dialing the number. The Remote Directory Number Assignment form lists the remote directory numbers in a cluster network. The Remote Directory Number assignment forms of the cluster elements are updated via OPS Manager synchronizations or via Remote Directory Number Synchronization.

Remote Directory Number (RDN) Synchronization

You can migrate a network or cluster of 3300 ICPs to support the synchronization of remote telephone directory entries across all the element databases. If you migrate a network or cluster to support Remote Directory Number (RDN) Synchronization, any telephone directory entries that you add, modify, or delete at an element are automatically distributed as shared data updates to the other elements in the network or cluster via System Data Synchronization (SDS). RDN Synchronization is a pre-requisite for Embedded Resilient Device Support.

Remote LAN

A communications networks that lies outside the geographical area of a central LAN but is connected to it through a communications network.

Remote Member

Refers to a member of a group, such as a clustered call pickup group or network hunt group that is being supported by a remote controller. The local controller is the controller that you are currently logged into, a remote controller is any other controller in the network in relation to the local controller. A remote member can be a resilient or non-resilient device.

Reorder Tone

Also known as Number Unobtainable Tone. In North America this tone sounds like a busy signal but is twice as fast. The tone is applied 120 times per minute. This tone means any of the following: all switching paths are busy, all toll trunks are busy, equipment blockages, or the caller dialed incorrectly. In the UK there are different tones. A long flat tone indicates that the number has been incorrectly dialed or the number is not in service. A busy signal that has one tone louder than the other indicates all toll trunks are busy, equipment blockages, or all switching paths are busy.

Resiliency

Resilient networks are made up of network elements that provide reliable fail-over mechanisms-either within the device or through working in conjunction with other network elements in order to ensure that all network devices can be used simultaneously. In this way the failure of one device will not bring down the entire network, thereby eliminating single points of failure on the network. A truly resilient network will provide the maximum amount of network uptime without requiring an entire duplicate network.

Resilient DN

A directory number provisioned with a secondary host for the purposes of ensuring continued service in the event of a failure on the primary host.

Restrictive Extension Control

Also known as Call Barring.

Ring (lead)

The second wire of a telephone pair, originally named because it was connected to the \"ring\" of a telephone plug. The first wire (called the tip lead) was connected to the tip of the plug.

RJ-11

Standard 4-wire connectors for phone lines.

RJ-45

Standard 8-wire connectors for Ethernet Networks.

RMON

A standard MIB defined in RFC 1271 to allow remote monitoring of networked devices.

RNIE

See Redirecting Number Information Element (RNIE).

Root Administrator

A system administration policy that permits unrestricted access to the MiVoice Business System Administration Tool. Only users logged in to the tool as the Root Administrator have read/write access to all forms and can grant tool access to other users.

Router

A special-purpose dedicated computer that attaches to two or more networks and route packets from one network to the other. Routers forward packets to other routers until they can be delivered to the final destination directly across one physical network. Forwarding decisions are made based on network layer information and routing tables, often constructed by routing protocols. A router is an OSI Layer 3 device that can decide which of several paths network traffic will follow based on some optimality metric.

Routing

The process of determining and prescribing the path or method to be used for establishing telephone connections or forwarding messages.

Routing Information Protocol (RIP)

RIP is the most common routing protocol. RIP uses hop count as a routing metric. The largest allowable hop count for RIP is 16.

RS-232C

A North American data interchange standard, issued by the Electronics Industries Association (EIA). The equivalent European standard is the V.24 specification.

RTC

1. Real Time Clock. 2. Real Time Complex. The RTC is a card that is used for the IP phones signaling, and for the ESM, DHCP, FTP and TFTP servers, among others. Call progress, device status and screen updated messages are sent between the IP Phones and the RTC.

RTCP

Real Time Control Protocol.

RTE

See Real Time Events.

RTP

Real-time Transport Protocol. A standardized packet format for delivering audio and video over IP networks.

RTS

RTS or Request To Send is a hardware signal defined by the RS-232C standard to request permission to transmit.

RXD

RXD or Receiving data is a hardware signal defined by the RS-232C standard to transport information from one device to another.

SAC

Switch Application Communications (SAC) protocol. A messaging protocol used by IP phones to support graphics-based software applications on the MiVoice Business system. List of SAC sets supported by MiVoice Business 8.0: 5240, 5304, 5312, 5320, 5320e, 5324, 5330, 5330e, 5340, 5340e, 5360, 5560 IPT, Navigator, WebSet (5140 or 5240). NOTE: The 5240 and WebSet are no longer supported.

SBUS

A 4-wire connection which enables data communication between the devices on a network.

Screen Monitoring

A call centre system function that enables a supervisor to remotely monitor call centre agent's activity on a computer screen.

Screen Pop

A screen pop is a CTI application that enables a computer system to display information related to am incoming caller onto a call centre agent's computer screen. This information is delivered at the same time as the call arrives at the agent's desk. Callers' records are automatically retrieved and displayed from the relevant database onto the call centre agents computer screen. The information is based on the caller's CLI and delivered to call centre agents, along with the calls.

SDP

Session Description Protocol

SDRAM

Synchronous Dynamic Random Access Memory. This is the general name for types of Dynamic Random Access Memory (DRAM) which are synchronised with the clock speed that the microprocessor is set up for.

SDS

See System Data Synchronization.

SDS-CC (SDSCC)

System Data Synchronization - Common Component. Software that extends the SDS infrastructure to network elements besides MiVoice Business systems allowing them to share data with each other. SDS-CC can be run as a standalone application or as an integrated component of Mitel Enterprise Manager, Open Integration Gateway (OIG), and Mitel Standard Linux (MSL).

SDSL

Symmetric DSL. This is similar to HDSL using a single twisted-pair line; the line carries 2.048 Mbps in both directions.

Second Dial Tone

A user making a trunk call through a system usually receives dial tone after the handset is removed, and then dial tone from the CO after the trunk access code has been dialed. However, the ARS feature of the SX-200 EL/ML system would mask the CO dial tone, because the outpulsing sequences are isolated from the user. To prevent confusion a second dial tone can be provided to the user by the SX-200 EL/ML system (as a programmable option) at the appropriate point in the outpulsing sequence.

Secondary ICP (SICP)

The Secondary Integrated Communications Platform (ICP) is the secondary, or emergency, controller of a particular device

Secure Real-time Transport Protocol (SRTP)

Defines a profile that can be used to provide encyrption, message authentication and integrity, and protection from replay attacks to the RTP data for audio and video streams

Secure Shell (SSH)

A command interface and protocol that is UNIX-based and allows secure access to a remote computer.

Secure Sockets Layer (SSL)

A technology that works at the transport layer that does authentication and encryption between a Web server and a Web browser.

Serial Communications

A network in which only one data circuit is installed. Groups of eight bits are sent serially, one after another over the same wire.

Server

A computer that provides resources, such as files or other information. Common servers include file servers and name servers.

Service Domain

MLPP subscribers reside in Service Domains. A Service Domain is an arbitrary division of switching resources among sets of users. Users in different Service Domains can call each other so long as resources are available. However, only users in the same Service Domain can preempt resources. You define Service Domains in the MLPP Assignment form.

Service Level

Defines the features and licensing characteristics for a directory number. The following service levels are available: Full (standard user and device), IP Device Only (limited function device), Trusted (certified Mitel application), and Multi-device (member of a multi-device user group or suite).

Session Initiation Protocol (SIP)

SIP is an ASCII-character-based signaling protocol designed for real-time transmission using Voice over IP (VoIP). The appeal of SIP is the promise of interoperability of telephones from propriety PBXs. SIP extends the foundation of open-standards from the Internet to messaging, enabling disparate computers, phones, televisions and software to communicate. SIP is a streamlined protocol, developed specifically for IP telephony. It is smaller and more efficient than H.323. SIP takes advantage of existing protocols to handle certain parts of the process. For example, Media Gateway Control Protocol (MGCP) is used by SIP to establish a gateway to connect to the PSTN system. SIP operates independently of the underlying network transport protocol and is indifferent to media. Instead, it defines how one or more participant's end devices can create, modify and terminate a connection whether the content is voice, video, data or Web-based. Using SIP, programmers can add new fragments of information to messages without compromising connections.

Session Layer

See Layer 5 OSI Model

Share Operation

An SDS feature that allows you to maintain consistent system form data in a cluster by sharing data updates among the cluster elements. After sharing is enabled, the data that you identified in the Shared Forms Configuration form will be shared among the selected elements. Then, if a record is added or modified in a shared form of one of the cluster elements, the update will be made automatically in the databases of the other cluster elements.

Shared Ethernet

Conventional CSMA/CD Ethernet configuration to which all stations are attached by a hub and share 10 or 100Mbps of bandwidth. Only one session can transmit at a time. All shared Ethernet is half-duplex

Signalling

Signalling is the process whereby in telephony, information is passed between users to organise, control and terminates calls.

Signalling Systems

Signalling Systems are used within a telecommunications network of exchanges, whereby telephones inform telephone exchanges, and telephone exchanges inform each other, of the important features of each telephone call.

SIM Subscriber Identity Module

Commonly referred to as a SIM or 'smart' card. A SIM card is the part of a mobile phone that contains information about the subscriber, such as personal phone numbers and service details. Through use of the SIM calls can be made from any valid mobile phone, as it is the SIM card that contains subscriber details and not the mobile phone.

SIMPLE (Session Initiation Protocol for IM and Presence Leveraging Extensions)

SIMPLE is protocol meant to bring interoperability to instant-messaging networks. It's based on SIP.

Simple Mail Transfer Protocol (SMTP)

TCP/IP protocol for sending e-mail from one server to another.

Simple Network Management Protocol

See SNMP.

Simple Network Monitoring Protocol (SNMP)

SNMP or Simple Network Management Protocol is a multivendor transport layer network management protocol used to manage bridges, routers, and concentrators.

Simple Network Time Protocol (SNTP)

A simpler form of NTP that can be used to synchronize time for applications and embedded devices

Simplex

Simplex communication means that communication can only flow in one direction and can not flow back the other way. See Full Duplex.

Single Point of User Provisioning

Single Point of User Provisioning: A pre-MiCollab Release 7.0 feature that allows an administrator to perform user and service provisioning for a cluster of MiVoice Business elements from a single administration interface (that being the MiCollab Users and Services application). SPUP synchronizes updates made between the MiCollab and MiVoice system databases using System Data Synchronization (SDS). The following data is synchronized: - user and services data - Programmable Ring Groups (PRGs) - Multi-Device User Groups - roles, and - templates.

Single Point Provisioning

Single Point Provisioning: A pre-MiCollab Release 6.0 feature that allowed an administrator to perform user and service provisioning for a MiVoice Business platform from a single interface, the MiCollab Users and Services application. SPP uses MiMXL to apply updates to the MiVoice Platform. Updates made on the MiVoice Office are not distributed back to the MiCollab. SPP is not supported in MiCollab Release 6.0; SPUP is supported instead.

SIP Peer

SIP peers are SIP-enabled devices or applications that provide telephony communications between the MiVoice Business system and callers.

SIP-URI

A SIP URI is a complete SIP address (also called a SIP identity) consisting of a SIP number and a SIP service domain. A mechanism called the Uniform Resource Identifier (URI) establishes a common addressing scheme for all of an individual's user agents (UAs). The format of a URI address follows the same basic format as a Web or email address: contact-address@domain. An example of a SIP URI is: sip:408-555-1212@company.com.

SIS

Supplementary Information String.

Skill-Based Routing

An ACD capability that matches a caller's specific needs with an agent who is equipped with the skills to handle that call, on a real-time basis.

Slave Element

In a cluster that is configured with the System Data Synchronization feature, the master (local) controller starts sharing system and device data with the remote (slave) controllers.

Smart Card

Small electronic device, about the size of a credit card, with electronic memory used to store information.

SMDR

See Station Message Detail Recording.

SMS Short Messaging Service

SMS is a service for sending messages of up to 160 characters to mobile phones that use GSM. SMS messages do not require the mobile phone to be active and within range and will be held for a number of days until the phone is active and within range. SMS messages are transmitted within the same cell or to anyone with roaming service capability. They can also be sent to digital phones from a Web site equipped with PC Link or from one digital phone to another.

SMTP

See Simple Mail Transfer Protocol

SNAP

See Subnetwork Access Protocol.

SNMP

Simple Mail Transfer Protocol. The network management protocol of choice for monitoring and management of TCP/IP based networks.

SOAP (Simple Object Access Protocol)

SOAP is a methodology used to allow a program running in one operating system (such as Windows 2000) to communicate with a program in the same or another type an operating system (ie: Linux) by using HTTP and its XML as the mechanisms for information exchange.

Soft Hold

See Consultation Hold.

Soft Phone

A PC or similar device that emulates a telephone on a PBX. The voice conversation can be transmitted using the PCs sound card or using a single line analog telephone.

Softkey

A key on a phone that changes function based on state of the call you are handling or the feature you are using.

Softswitch

A softswitch is a server that controls voice phone calls across circuit- and packet-switched networks

Spanning Tree Protocol (STP)

STP or Spanning Tree Protocol is an algorithm specified in the IEEE 802.3 standard to manage multiple links within a LAN. The Spanning Tree Algorithm allows the use of redundant links within the same network without creating active loops.

Speaker Verification

Speaker verification is a security mechanism whereby access to a system is limited to a specific speaker and the voice pattern must be verified before the system will be engaged. It verifies your voice (how you say something), rather than your speech (what you say). Unless you verify your voice, you will not be able to access the system.

Speech Recognition

Speech recognition implies that the system recognises the spoken word and is not limited to a specific voice to operate, nor does it need to be trained first (i.e. like the PC tools). In a nutshell, speech recognition enables anybody to access the system.

Speed Dialling

Speed Dialling enables users to call specific numbers by depressing a single, pre-programmed key, or dialling a special short number, such as #1 rather than the full telephone number.

SPID

Service Profile Identifier.

Splitter

A device that splits and reassembles telephone signals from different frequencies.

SPUP

Single Point of User Provisioning. A feature introduced in Mitel Communications Director 6.0 and Mitel Applications Server 5.0 that facilitates the task of provisioning users with phone and application services.

SSH

See Secure Shell.

SSL

Secure Sockets Layer, a global standard security technology that enables encrypted communication between a web browser and a web server.

SSL/TLS

Secure Sockets Layer (SSL) and Transport Layer Security (TLS) are protocols that ensures privacy and data integrity between client/server applications communicating over the Internet. Although their differences are minor, SSL and TLS do not interoperate

Standalone Network Element

A network element that is not included in the cluster.

Standard ACD Agent

Refers to the non-mobile ACD agent. A standard agent uses an ACD-enabled set provisioned in the User and Services Configuration form and is identified by an ID programmed in the ACD Agent IDs form. It carries with it specific COS and COR values that are used instead of the set's on which it is logged in. In contrast, a Hot Desk ACD agent carries with it an entire user profile. When a Hot Desk ACD agent logs into a set, the set's Registration DN goes out-of-service, and the set re-registers with the Hot Desk agent's DN.

Static Route

An entry defined in a routing table that never changes or expires. A static route entry will contain the target address, the next hop router address on the way to that target, and a value assigned to the entry indicating how it rates compared to other routes to the same target.

Station

Also called extension. A station is the name for a telephone that is connected internally to a PBX or key system.

Station Message Detail Recording (SMDR)

Station message detail recording (SMDR) records and prints out the details of incoming and outgoing trunk calls. Such details include the numbers of all parties involved in the call, the time and duration of each call, account codes and other pertinent details.

Station Message Detailed Accounting (SMDA)

SMDA processes data collected on trunk calls for billing and evaluating purposes. SMDA works by accumulating meter pulses that can be read, printed, and cleared from a console.

Store and Forward

A process used by Smart Phones and call processing systems wherein the unit simulates a Local Exchange in processing calling cards, collect, and third party billing calls. The smart phone stores the billing information for later retrieval and then dials and completes the call as a direct-dial call.

STP

Spanning Tree Protocol. An algorithm specified in the IEEE 802.3 standard to manage multiple links within a LAN. The Spanning Tree Algorithm allows the use of redundant links within the same network without creating active loops. For more information, see the MiVoice Business Engineering Guidelines.

STS

Shared Telephone Service.

Subnet

Found in larger networks, these smaller networks are used to simplify addressing between numerous computers. Subnets connect to the central network through a router, hub or gateway. A wireless LAN will probably use the same subnet for all the local computers it talks to. Subnetting is a technique used by a network administrator to subdivide a network into smaller networks using the same network number assignment. The reasons for doing so include: - Simplified administration- subnets can managed more independently and efficiently. - Restructuring the internal network without impacting external networks - Improved security - separate internal networks are not visible to external networks. - Isolation of network traffic - subnetting can minimise network traffic See also: DHCP

Subnet Address

An extension of the IP addressing scheme that allows a site to use a single IP address for multiple physical addresses. Outside of the site, routing continues as usual by dividing the destination address into an Internet portion and a local portion. Gateways and hosts inside the site interpret the local portion of the address by dividing it into a physical network portion and a host portion.

Subnet Mask

A bit mask used to identify which bits in an IP address correspond to the network address and subnet portions of the address. This mask is referred to as the subnet mask because the network portion of the address can be determined by the class inherent to an IP address. The subnet mask has the digit '1' in positions corresponding to the network and subnet numbers and the digit '0' in the host number positions.

Subnetwork Access Protocol (SNAP)

SNAP or Subnetwork Access Protocol is an extension of the IEEE 802.2 LLC header used to encapsulate IP datagrams and ARP requests and replies within an 802.X (802.3, 802.4, or 802.5) frame.

Superframe

D4 format employs a \"Superframe\" consisting of 12 frames of 193 bits each (2316 bits total). In each frame, one framing bit is followed by 24 8-bit bytes. The pattern of framing bits is repeated every Superframe. Framing requires 8Kbps, leaving 1.536Mbps for user information.

Supervisor

Supervisors normally oversee ACD operation by monitoring agent activity, reassigning agents to handle overload conditions, and dealing with any unusual situations that arise. This position is not considered a separate entity by the system.

SVC

See Switched Virtual Circuit.

Switch

Switches are a fundamental part of most networks. They make it possible for several users to send information over a network at the same time without slowing each other down. Just like routers allow different networks to communicate with each other, switches allow different nodes (a network connection point, typically a computer) of a network to communicate directly with one another in a smooth and efficient manner.There are a lot of different types of switches and networks. Switches that provide a separate connection for each node in a company's internal network are called LAN switches. Essentially, a LAN switch creates a series of instant networks that contain only the two devices communicating with each other at that particular moment. A voice switch is a PBX.

Switched Ethernet

Configuration supporting an Ethernet hub with integrated MAC layer bridging or switching capability to provide each port with 10 or 100Mbps of bandwidth. Separate transmissions can occur simultaneously on each port of the switching hub, and the switch filters traffic based on the destination MAC address. Some switched Ethernet devices and switches are capable of running in full duplex mode when connected together

Switched Line

One of a series of lines that can be interconnected through a switching centre; a line on the public telephone network.

Switched Network

A multi-point communications network with circuit-switching capabilities such as the telephone network.

Switched Virtual Circuit (SVC)

A temporary connection which is established and maintained for the duration of a data transfer session.

SX-200 EL/ML System

The SX-200 EL or SX-200 ML system is a microprocessor-controlled telephone system that handles both voice and data switching. The system hardware is electrically compatible with most single line telephones, MITEL(r) proprietary sets, key telephone systems, telephone systems, and central office exchanges.

Sync Operation

An SDS feature that allows you make the shared form data on one or more remote elements the same as the data on a local element. A Sync operation allows you to synchronize the form data across a Before you can perform a sync operation, the remote elements must already be sharing data with the local element at the desired scope.

Synchronous Mode

This term is associated with data which is transmitted in a continuous stream at a fixed rate, with the receiving terminal synchronized to the transmitting terminal by means of elements transmitted on a regular basis. See also Asynchronous Mode.

Syslog

Syslog is a method of collecting messages from devices and sending them to a server running a syslog daemon. MiVoice Business can send its log messages to a Unix-style SYSLOG service which stores them in files for viewing and analysis.

System Administration Tool

The System Administration Tool enables trained technicians and system administrators to program system-wide settings, voice settings (lines, extensions, management parameters, system directories, and voice mail) and IP network features. The System Administration Tool also provides access to Maintenance Logs, Software Logs, and Login and Logout Audit Logs.

System Configuration

The particular hardware and software initially installed for the system. Any subsequent additions, deletions and any other changes which occur result in a new system configuration being created. The listing of hardware and software items which comprise the current system configuration can be obtained on command from the maintenance terminal.

System Data Synchronization (SDS)

A feature that shares system programming data among a network or cluster of elements (MiVoice Business systems) and synchronizes the system data of those elements with the data of a master element. This application reduces the amount of time requred to maintain consistent data across the elements. SDS also allows you to share user and device data between a primary and secodary controller.

System Fail Transfer (SFT)

The system fail transfer feature allows selected stations of the system (or portions of the system, according to the type of outage), to be transferred to certain trunks. Such transfer action is automatic in the event of a failure of the main power supply.

T.38

A protocol used to send FAX communications over IP networks (FAX Relay)

T1

Also seen as T-1. A digital link with the capacity of transmitting 1.544Mbps. A T1 can normally handle 24 voice conversations at 64Kbps. T1 is a standard for digital transmission in the United States, Canada, Hong Kong and Japan

TAFAS

Trunk Answer From Any Station lets you answer any call that rings a night bell. Once you answer the call, you can use any of the features that are normally available at the station.

Tandem Trunking

Tandem trunking describes the facility of transparently switching co-located trunks together at the SX-200 ICP system. This type of switching is subject to digit modification, and the parameters programmed during CDE for the interconnection restrictions table.

TAPI

See Telephony Application Protocol Interface.

TCP

See Transmission Control Protocol.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A de facto, industry-standard protocol for interconnecting disparate networks. Also see Transmission Control Protocol/Internet Protocol. TCP/IP is common shorthand that refers to the suite of application and transport protocols that run over IP. These include FTP, TELNET, and SMTP.

TDM

See Time-Division Multiplexing.

TDMA Time Division Multiple Access

TDM is a technology for digital transmission of radio signals between a mobile phone and a radio base station. TDMA allows the frequency band to be split into a number of channels which are then stacked into short time units so several calls can share a single channel without interfering with another call.

Telco

An abbreviation of tel(ephone) co(mpany).

Telecommunications Device for the Deaf (TDD)

A device that allows the deaf, hard of hearing or speech impaired to make telephone calls. It is normally made up of a word processor with a modem.

Telecommuting

The use of telecommunications equipment to work from home or at another locations instead of the workplace.

Telephone Directory Names

A repository within the MiVoice Business system that contains names associated with the majority of dialable endpoints in the system. These names are written into the Directory Name field in the User and Services Configuration form, presented in the Telephone Directory form, and displayed on various endpoints within the system. However, if the Multilingual Name Display feature is activated on a node, the USC Names are displayed on specific supported endpoint devices within the cluster. This database supports up to 20 ASCII characters per name; it does not support UTF-8 encoded characters.

Telephone Exchange

Known in North America as the Central Office (CO). This is where the local telephone company connects all calls in a specific area.

Telephony

The science of telephone communications whereby sound is converted into signals. These signals were historically analogue which were converted to waves and then to digital signals, and now are converted to IP. The signal is then transmitted and translated back into sound at the receiving end of the transmission. Computer hardware and/or software that functions like telephone equipment are now used to transmit voice communications.

Telephony Application Protocol Interface (TAPI)

A telephony interface that allows you and your PC to communicate via telephones to phone-connected resources globally

Telephony User Interface

The user interface to a telephony application. TUIs allow users to configure and manage telephony applications, usually through the use of phone keys.

Telnet

Telnet or Teletype Network is an Internet standard protocol for remote terminal connection service that allows a user to interact with a system at another site as if the terminal were connected directly to the remote machine.

Terminal Emulation

A type of software that allows a computer connected to a piece of equipment to appear to be a traditional terminal with a standard interface-often a DEC VT100 (asynchronous) terminal.

Terminal Equipment

Communications equipment at either end of a communications link, used to permit the stations involved to accomplish the mission for which the link was established.

Terminal Hunting

Terminal hunting starts at the first extension in the hunt group and terminates at the first idle extension found. Hunting takes place in the order in which the extensions were programmed into the hunt group.

Terminal Packet Assembler/Dissembler (TPAD)

A protocol used with an application program rather than a human user. A typical use for this protocol is for point-of-sale credit card authorization.

Test Jack Frame

See Cross Connect Field.

TFI

Telephony Features Integration.

TFTP

See Trivial File Transfer Protocol.

Three-Way Calling

The capability to add a third party ( from another location ) to a two-party call.

Throughput

The end result of a data call. Throughput also refers to the actual amount of useful and non-redundant information that is transmitted or processed.

TID

Terminal Identifier.

Tie line

Also known as a leased line. It is a private circuit that connects two ACDs or PBXs across a wide area.

Tie Trunks

Tie trunks directly interconnect two systems together. This enables a station, terminated on one of the systems, to be interconnected to any other station, terminated on the other system.With tandem trunking the calling party can be extended through more than one node of the network.

Time Division Multiplexing (TDM)

Involves the combination of numerous signals for transmission on a single communications channel or line, with each signal being broken into different segments of short duration.

Timed Break Recall

See Calibrated Flash.

Tip (lead)

Also known as A-wire. The first wire in a pair of telephone wires. This wire is connected to the positive side of the battery at the central office. It is the telephony equivalent to Ground or Earth in a normal electrical circuit

TLS

Transport Layer Security. A communication security protocol used for LDAP connections. TLS is a successor to SSL (Secure Sockets Layer).

TNV

Telecommunications Network Voltage.

Toll Control

Toll control restricts the users to certain trunk routes and denies the use of specific directory numbers. It is part of the ARS feature. Each user is assigned a COR which is associated with the trunk route tables in ARS and determines what degree of access the particular station has to the trunk network.

Topology

The layout of nodes and links that constitute a LAN.

TOS

Type of Service. A numerical value which defines the priority of an IP packet which is queuing to be sent; where a packet with a value of 0100 has the lowest priority, and 1000 has the highest priority in the list.

TP

Twisted Pair. A pair of wires which are twisted to minimize crosstalk with other pairs of wires in the same cable.

TPAD

See Terminal Packet Assembler/Disassembler.

Traditional ACD Agent

A traditional ACD agent is identified by an Agent ID that is programmed in the ACD Agent IDs form. When a traditional ACD agent logs into an ACD set, only the Class of Service (COS) and Class of Restriction (COR) that are associated with the agent’s directory number are applied to the ACD

Transmission Control Protocol (TCP)

A transport layer protocol with sequencing error detection and flow control. Transmission Control Protocol is a method used along with the IP to send data in the form of message units between computers over a network. While IP takes care of handling the actual delivery of the data, TCP takes care of keeping track of the individual units of data that a message is divided into for efficient routing through the Internet.

Transparent Bridging

A bridging protocol in which the bridge learns the addresses and location of the network devices (the PCs) while those devices remain unaware of the presence of the bridge.

Trap

Notification of an event sent from a device to a monitoring station (SNMP, etc.).

Traveling Class Marks

In a private network, the caller's class of service can be passed to the destination node to control access to services.

Trivial File Transfer Protocol

A simplified version of FTP that enables devices such as Mitel Networks 5010 IP Phone and Mitel Networks 5020 IP Phone to download software without user intervention. The common name for the suite of protocols developed by the U.S. Department of Defence in the 1970s to support the construction of world-wide internetworks. TCP and IP are the two best-known protocols in the suite. TCP corresponds to Layer 4 (the transport layer) of the OSI reference model. It provides reliable transmission of data. IP corresponds to layer 3 (the network layer) of the OSI reference model and provides connectionless datagram service.

Trunk

A communications channel between two points. A trunk generally refers to a high-bandwidth, fibre-optic line between telephone switching centers (central offices). Telephone \"trunks\" handle thousands of simultaneous voice and data signals, whereas telephone \"lines\" are the wires from the telephone company to your home or office. Telephone lines are low bandwidth, usually carrying a signal voice call at a time.

Trunk Answer From Any Station (TAFAS)

Trunk Answer From Any Station (TAFAS) lets you answer any call that rings a night bell. Once you answer the call, you can use any of the features that are normally available at the station.

Trunk Exchanges

Transit exchanges through which a long distance call may pass on its route between 2 local exchanges.

Trunk Network

The transmission, switching and signalling systems within the PSTN which enable calls to be routed from one local exchange to another.

Trunked Radio

A system in which a number of radio channels are pooled together, and depending on demand, the frequencies are distributed according to traffic levels.

Trunking

In telephone systems, a trunk is a line that carries multiple voice or data channel between two telephone exchange switching systems. In digital communications, a trunk is often a T-carrier system.

Trusted Service

This Service Level indicates that the directory number (DN) is assigned to a trusted Mitel application that has full telephony service once it registers with the system. Although the DN can be programmed on the same forms as a Full Service user/device, it does not use an IP User License.

TUI

Telephone User Interface

Turret

A type of telephone used in the financial community, particularly by securities and commodities traders. Turrets provide hotline-type connections required for the rapid, multi-call communications involved in financial transactions.

Twisted Pair Cable

Twisted Pair cable consists of two insulated copper wires twisted around each other, and was traditionally used in older telephone networks. One wire carries the signal while the other wire is grounded to absorb signal interference.

UART

See Universal Asynchronous Receiver/Transmitter.

UCC

Unified Communication and Collaboration

UCD

See Uniform Call Distributor.

UDP

UDP is an alternative to the TCP and, together with IP, is sometimes referred to as UDP/IP. Like TCP, UDP uses IP to actually get a datagram from one computer to another. UDP does not provide the service of dividing a message into packets and reassembling it at the other end. UDP doesn't provide sequencing of the packets that the data arrives in. Network applications that want to save processing time because they have very small data units or don't require the above services may prefer UDP to TCP e.g. TFTP uses UDP instead of TCP.

UK

United Kingdom

UM

See Unified Messaging

Unified Communications

Unified communications is an enhancement to unified messaging that adds real-time communications to the unified messaging mix. Call management features and instant messaging are generally included with unified communications. More advanced unified communications systems integrate desktop applications like calendars so, ie:, a user's calls and messages can be managed based on the user's availability, as shown on a calendar schedule.

Unified Messaging

Unified messaging is defined as technology that brings together electronic mail, fax and voice messaging into a single inbox. It uses a single directory, and provides the user with message access through a common set of message management tools. Unified messaging delivers the user access to any message, anytime, anywhere, on any device. By strictest definition, unified messaging is limited to non-real-time communications. Users can access multiple message types via a wireline phone or a mobile phone with the telephony user interface (TUI); they can also access their messages from their desktop computers or remotely via a graphical user interface (GUI) on any Web browser-enabled personal computer.

Uniform Call Distributor

A system that distributes calls to agents and provides reports. A UCD is not as sophisticated as an ACD. It is based on very simple rules and cannot make intelligent decisions.

Uniform Resource Identifier (URI)

A short character string used to identify a name or resource on the Internet.

Uniform Resource Locator (URL)

An Internet address, such as www.mitel.com, with a protocol prefix, such as http://, to indicate the type of Internet service being addressed.

Unique Bridge Identifier

An identifier derived from the bridge address and the manageable priority assigned to the bridge. The relative priority of the bridge in the LAN is determined by the comparison of the unique identifiers. The lower the numerical value the higher the priority.

Universal Agent

This is a call centre term that refers to either: - An agent who can handle all types of incoming calls, or - An agent who can handle both inbound and outbound calls.

Universal Asynchronous Receiver/Transmitter (UART)

UART or Universal Asynchronous Receiver/Transmitter is an integrated circuit used for serial communications, containing a transmitter (parallel-to- serial converter) and a receiver (serial-to-parallel converter).

Universal Power Supply

A power supply that can be plugged into electricity ranging from 110 volts to 240 volts AC without the need for a transformer.

Universal Resource Locator (URL)

More commonly referred to as the URL, the Universal Resource Locator refers to the entire address that is recognised \"universally\" as the address for an Internet resource. Each resource on the Internet has a unique URL.

UnPBX

A term used to describe an \"all-in-one\" telecommunications server. The majority are a phone system running on Windows NT on a PC-style architecture that is connected to a data network. This allows call center-style telephone and network communications to be blended into one hardware/software platform. Because of the technologies used relative newness many have poor feature content.

Unshielded Twisted Pair (UTP)

A pair of wires which are twisted to minimize crosstalk with other pairs of wires in the same cable (which are each twisted at a slightly different rate) but not shielded.

Update Login

Refers to the scenario where a hot desk user logs into a hot desk enabled set while he or she is still logged in at another hot desk enabled set. If the user's login is successful, the user is automaticl logged out of the orginal set and logged in on the new set. The user has essentially updated his or her login location.

UPS

Un-interruptible Power Supply; equipment providing no break power supply for the duration of the reserves of its batteries in the event of failure of the primary source of power.

URL

See Uniform Resource Locator.

User and Services Configuration (USC) Names

A repository within the MiVoice Business system that contains names of all dialable users configured through the First and Last Name fields in the User and Services Configuration form. This database supports up to 64 bytes of UTF-8 encoded characters per name. Names stored in this database are used in various administrative activities, such as, Audit Trails, Message Boards, CSV exports, etc.. For MiVoice Business nodes on which the Multilingual Name Display feature is enabled, these names are displayed on supported devices within the cluster.

Userless Device

An IP device configured with service level \"IP Device Only\"; provides basic functionality (emergency/attendant calls and hot desk login) and does not require a license.

USP

User and Service Provisioning. Refers to the interface used to provision users and services on the Mitel Applications Server (MAS).

UTC

See Coordinated Universal Time

UTP

See Unshielded Twisted Pair.

V.25 bis

An automatic calling and answering protocol and command set for modems that need auto-dial capabilities.

V.90

A standard approved by the ITU-T for transmitting data downstream to a modem at 56Kbps.

VDSL

Very high data rate DSL. An emerging asymmetric DSL technology offering high data transfer rates over short distances using a fiber-optic line.

Virtual Call Centre

A Call Centre system that supports remote call centre agents who work from remote offices or from home. Virtual call centre employees may be situated in groups in a number of smaller sites, but most often they will work from home. For the call centre organisation, the virtual call centre model saves facilities and equipment costs and may often lead to lower employee turnover rates. Turnover is quite high in facilities based call centres. For companies with a seasonal sales cycle, the virtual model also means that they don't have to maintain facilities year-round. Virtual Call Centres are distinct from Networked Call Centres and Networked ACD.

virtual extension

An extension that is programmed in the system but has no physical device associated with it. A virtual extension is programmed by leaving the MAC address field blank. Also called a phantom extension.

Virtual LAN

As networks have grown in size and complexity, many companies have turned to virtual local area networks (VLANs) to provide some way of structuring this growth logically. A VLAN is a collection of nodes that are grouped together in a single broadcast domain that is based on something other than physical location. In effect you take a single physical LAN and split it into a number of Virtual LAN's. Each VLAN behaves as it's own entity. Data packets on one VLAN do not delay data packets on another. The full bandwidth of the LAN is made available to all the devices using it. The reason a VLAN is important for provisioning voice is that voice is very sensitive to delay. If you are downloading a file from a computer and there is a short delay (literally a delay of milliseconds) you'll probably never notice it happening. A delay on a voice call of even a couple of hundred milliseconds is very obvious. It is essential that delays are kept within strict limits. With a VLAN, you can prioritize voice to ensure that delay is minimized. Common reasons for VLANs: - Security - Separating systems that have sensitive data from the rest of the network decreases the chances that people will gain access to information they are not authorized to see. - Projects/Special applications - Managing a project or working with a specialized application can be simplified by the use of a VLAN that brings all of the required nodes together. - Performance/Bandwidth - Careful monitoring of network use allows the network administrator to create VLANs that reduce the number of router hops and increase the apparent bandwidth for network users. - Broadcasts/Traffic flow - Since a principle element of a VLAN is the fact that it does not pass broadcast traffic to nodes that are not part of the VLAN, it automatically reduces broadcasts. Access lists provide the network administrator with a way to control who sees what network traffic. An access list is a table the network administrator creates that lists which addresses have access to that network. - Departments/Specific job types - Companies may set up VLANs for departments that are heavy network users (such as multimedia or engineering), or a VLAN across departments that is dedicated to specific types of employees (such as managers or sales people).

Virtual PKM

A \"virtual\" PKM is only programmed in the system and doesn't physically exist.

Virtual Private Network (VPN)

A VPN is a secure way to communicate through a dedicated server to a corporate network over the Internet. The VPN overlays a private network on top of the public Internet network. While the Internet transfers traffic based on router hops, going from one router to the next between the source and destination, the VPN uses VPN gateways as its \"hops.\" This makes the multiple Internet routers disappear and the VPN gateways appear to be logically adjacent, which simplifies the network topology and makes it possible to create a private network. In this way, private data can be sent across the Internet through VPN gateways, which encapsulate the data to maintain its privacy. Tunnels are set up for the exclusive transport of this data between pairs of gateways. Because an organisation can forward traffic through these tunnels with internal IP addresses, they also enable enterprises to connect remote offices and remote workers without having to reconfigure their IP addresses or pay for globally-unique IP addresses that are required for Internet transmission. Until fairly recently, companies have extended their networks to other sites through the use of leased lines to maintain a wide area network (WAN). Leased lines, like ISDN (integrated services digital network) provided a company with a way to expand its private network beyond its immediate geographic area. A WAN had obvious advantages over a public network like the Internet when it came to reliability, performance and security. But maintaining a WAN, particularly when using leased lines, can be quite expensive and often rises in cost as the distance between the offices increases. As the popularity of the Internet grew, businesses turned to it as a means of extending their own networks. First came intranets, which are password-protected sites designed for use only by company employees. Now, many companies are creating their own VPN (virtual private network) to accommodate the needs of remote employees and distant offices. VPNs address the security risks of leveraging a public network through the use of the IP Security Protocol (IPSec). This protocol provides security services for encrypting and authenticating the data. IPSec encryption encrypts the traffic, so even if the data is intercepted or delivered to the wrong destination, it is still safeguarded, since only the intended recipient can decrypt it. IPSec authentication prevents traffic manipulation as well as unintentional or malicious insertions into the data payload along the network path. This solves many of the security problems associated with the traditional leased and circuit-switchedlines.

VLAN

See Virtual LAN.

vMCD

Virtual Mitel Communication Director. Former name for MiVoice Business VMware Virtual Appliance, a version of MiVoice Business call control software for deployment in a VMWare environment.

Voice Recognition

Voice recognition implies that access to a system is limited to a specific speaker and the voice pattern must be verified before the system will be engaged. Voice recognition is used when you log in to a Unified Messaging mailbox, for example - it verifies your voice (how you say something), rather than your speech (what you say). Unless you verify your voice, you will not be able to access your mailbox. Usually, this is called speaker verification to resolve this confusion.

Voice Trader Application (VTAP)

supports the Manual Ringdown feature, which provides hotline-type connection without dialing between 5560 IPT Turret devices.

Voice XML

VoiceXML enables users to use their voice to interact with databases and applications providing XML standards have been deployed at either end of the interaction. VoiceXML was designed to enable content that was developed for the Web to interact with voice systems. This permits network users to \"speak\" to applications using their voice or through touch tone responses. The application in turn can reply to the request using either pre-recorded or computer synthesised speech. VoiceXML provides an end-user with the ability to drill down into databases to access pertinent information using their voice.

VoiceLAN

The synergy amid a group of technologies, which together allow for the convergence of voice, computing, and other types of communications to coexist on a Local Area Network.

VoIP Voice over Internet Protocol

VoIP technology, also known as IP Telephony, is the technology used to deliver telephony over a data network instead of using the standard public switched telephone network Rather it uses the Internet Protocol. VoIP means that voice is converted from an analogue signal, encoded digitally, then is converted into packets. It then uses a data network to move those packets along the most efficient path to their destination, where they are reassembled and delivered and converted back into a voice transmission. VoIP uses packet-switching to provide several advantages over circuit switching. Packet switching allows several telephone calls to occupy the same amount of space used by one call in a circuit-switched network. Using PSTN, that 10-minute phone call consumed 10 full minutes of transmission time at a cost of 128 Kbps. With VoIP, that same call may have occupied only 3.5 minutes of transmission time at a cost of 64 Kbps, leaving another 64 Kbps free for that 3.5 minutes, plus an additional 128 Kbps for the remaining 6.5 minutes.

VPIM

Voice Profile for Internet Messaging

VPN

See Virtual Private Network.

VT100

An industry-standard, asynchronous terminal originally created by Digital Equipment Corporation.

VTAP

See Voice Trader Application (VTAP)

WAN

See Wide Area Network.

Web Call-Back

A transaction that enables a user to request a call-back from the call centre, while visiting the webpage associated with that call centre. Web call-back requires interconnection to the ACD system and the Internet by means of an Internet Gateway.

Webhelp

A type of online help that can either be delivered through the internet or as a standalone set of HTML files on a computer.

Weighted Fair Queuing (WFQ)

Queues traffic in separate queues according to class definition guaranteeing each queue with a portion of the available bandwidth. This is a variation on the Class Based Queuing (CBQ) that is used in routers.

WFQ

See Weighted Fair Queuing.

Wide Area Network (WAN)

A network that uses common carrier lines to form a network over an extended geographical area. It is used for both voice and data traffic.

WiFi Wireless Fidelity

A synonym for the 802.11b wireless standard. It enables devices to communicate with one another without the need for running cables between them for connectivity. A Wi-Fi wireless network uses radiowaves to get computers or telephones to communicate. In order for the computers to communicate with each other, they need to have a central hub to communicate with. This hub is called an Access Point. Each device is known to the Access Point and through it can communicate to other machines on the wireless network. The Access Point also acts as a connection to the traditional wired network as well as the connection to the Internet, if it includes a Router function.

Wink Start

The wink start feature applies generally to tie trunk circuit operation. When an incoming trunk is seized it may be necessary to prevent the transmission of any digit sequences, until the incoming trunk equipment is ready to receive these digits. When the incoming trunk equipment is ready to receive the digits, a wink start condition is sent from the incoming end to the originating end of the trunk. The distant termination can now send digit sequences over the trunk.

Workgroup

Two or more users belonging a ring group, hunt group, ACD group or any of the other MiVoice Business call groups.

X.25

A CCITT standard that defines the packet format for data transfer in a public data network.

X.500

An international standard for distributed global directories consisting of many individual servers responsible for their own content. X.500 is rather difficult to set up and maintain, but it is a complete directory capable of powerful searches and relational queries. See LDAP

x86 platforms

Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Virtual MiVoice Business, and cMiVB. See also PowerPC platforms.

xDSL

A generic reference to related DSL technologies.

XML

eXtensible Mark-up Language. XML offers the means to define application interfaces that expose informational transactions to other requests across the web. The merit in this is that you do not have to rebuild your applications as you are only building the interface. It reduces the effort to integrate applications on disparate platforms, be they Unix, Windows or Java-based. XML provides a consistent XML interface for downstream processing, web-based or not, ie: XML API. XML allows for straight through processing, reducing transactional delays as it talks to the back office applications. This enables institutions to design unique mark-up languages for different types of documents.

XNET

Short for Extended Network. XNET offers proprietary switched private network traffic networking over the Public Switched Telephone Network (PSTN). With XNET, users can make DPNSS calls on non-DPNSS trunks without the need for an entire T1/E1 link between the originating and terminating systems.

XON/XOFF

A method of flow control in asynchronous transmissions between two PCs. The receiving PC sends an XOFF control character to pause the transmission of data when the receive buffer is full, and then sends an XON character when it is ready to continue the transmission.

Zone ID

A value assigned in software to co-located network devices for bandwidth management and Location Based Routing purposes. Also used for the display of local time on IP sets.

zoneinfo

Zoneinfo is a collaborative database of the world's time zones, and is primarily intended for use with computer programs and operating systems. Zoneinfo is also sometimes referred to as the Olson or the tz database.