Automatic Number Identification (ANI). See CLIP
A call transferred from voicemail, which if it returns again to voicemail, will return to the previous position.
Bandwidth Allocation Control Protocol (BACP) is a protocol specification for PPP that allows Multilink PPP routers to negotiate extra bandwidth dynamically over time. Using BACP, two routers can dynamically connect extra \"B\" channels at times of higher load, then can drop the channels when they are no longer needed. BACP is described in RFC2125.
Backup Domain Controller is a server in a network domain that keeps and uses a copy by a computer without interrupting its current or primary task. For Windows NT Server domains, BDC refers to a computer that receives a copy of the domain's security policy and domain database and authenticates logons.
A call transferred from voicemail which, if it returns again to voicemail, will be treated as a new call.
This protocol was invented when it was expensive to store software or configurations in small hosts (and even more expensive to upgrade them) so when the host was switched on it would ask (broadcast) on the LAN for its software. A machine with a disk would reply and send the software. Typically the BOOTP Server would send a file to the host using Trivial File Transfer Protocol (TFTP). The main unit uses BOOTP to obtain new versions of its operational software (which it stores in its flash memory). The Manager program acts as the BOOTP server. The BOOTP server recognizes the main unit by its MAC address, this is a hardware address built into the unit at manufacture. This information is obtained from a BOOTP entry which must also include the unit's IP Address and name of the software file to be sent. BOOTP entries are created automatically and stored in the PC's registry.
A general term for a sequence of actions used to determine what facilities are offered to a caller.
Common Application Programming Interface.
Challenge Handshake Authentication Protocol (CHAP). An authentication scheme used by PPP servers to validate the identity of the originator of a connection, upon connection or any time later.
Calling Line ID. Information passed from the telephone network exchange to the IP Office. Also called ICLID and CLID.
Calling Line ID. See CLI.
Calling Line Identity Presentation. Displays the calling party's number to the called party. Variations include withholding CLI and displaying alternative presentation numbers. ANI (automatic Number Identification) is the USA equivalent.
Calling Line Identification Restriction (CLIR) Inhibits the telephone number of the IP Office being presented on an outbound call.
Connected Line Identity Presentation (COLP). Displays the connected party's number to the calling party. Useful where the call has been diverted away from the originally dialed party.
Connected Line Identification Restriction (COLR) Inhibits the COLP service.
Channel Service Unit: Used to terminate an incoming digital trunk at the customer premises. Incorporates features to allow trunk testing and checking, including loop-back functions.
Computer Telephony Integration, a technology that acts as an electronic bridge connecting telephones or switches with computers. CTI controls or coordinates business processes and related applications through the exchange of commands and messages between computers and telephone systems.
Direct Dial In (DDI/DID) and Multiple Subscriber Numbering (MSN) are telephone company services that can be subscribed to. Call destinations can therefore be passed down the ISDN line and the system can use this information to deliver the calls to their final destination, perhaps individuals or departments.
Dynamic Host Configuration Protocol, a standards-based protocol for dynamically allocating and managing IP addresses. DHCP runs between individual computers and a DHCP server to allocate and assign IP addresses to the computers and also limits the time computers can use the address. When time expires on the use of the IP address, the computers contact the DHCP server again to obtain an address.
DiffServ (RFC 2474) is a TCP/IP quality of Service mechanism used to ensure that IP packets are prioritized according to their importance, for example prioritization of voice packets over data packets. Prioritization is based upon the Type of Service (ToS) field in the IP header.
Refers to Avaya terminals in the 24xx, 44xx, 54xx and 64xx series. Supported by DS sockets on IP Office control units and Digit Station modules. Note: Not all terminals in the above ranges are supported on IP Office.
Directory number.
Dialed Number Identification Service (DNIS). Available in US markets. DNIS identifies to the called party the dialed number. Can be used to identify the purpose of inbound calls.
The part of the computer network in which the data processing resources are under common control.
Direct Station Select - A DSS key can be programmed with a number or feature code.
Data Service Unit: Normally incorporated within the CSU of digital trunk connections. The DSU allows the trunk to be shared between data and voice services.
A voicemail system stored on a memory card inserted into the IP Office telephone system's control unit.
Encapsulation Security Payload: A standard (RFC2406) that forms part of IPSec.
Connections to private or public Frame Relay services, such as BT FrameStream, can be made via the WAN port on the rear of main unit, or the WAN port of an associated WAN 3 module. Both data and Voice over IP (requires the use of the Voice Compression Module) are supported across Frame Relay.�
A VoIP compression mode. Each voice call is converted from analog�to digital (refer to G.723) and uncompressed.
A VoIP compression mode. A real-time implementation of the ITU-T �Multi-Pulse Maximum Likelihood Quantization (MP-MLQ) 6.4 Kbps and Algebraic Codebook Excited Linear Prediction (ACELP) 5.3 Kbps speech coding algorithms. The G.723.1 speech coder operates upon 30 ms frame of digitized, telephone bandwidth speech signals sampled at 8 kHz. The frames are divided into four 7.5 milli-second sub frames of 60 samples each. Each frame of 240 input samples is converted into 12 16-bit word of compressed data at the high rate or 10 16-bit words of compressed data at the low rate. The Voice Activity Detection/Comfort Noise Generation (VAD/CNG) specified in Annex A to ITU-T G.723.1 is fully implemented,and may be used to further reduce the average bit rate.
A VoIP compression mode. Each voice call is compressed using the standard ADPCM compression technique (refer to G.732). This algorithm uses 16,000 or 32,000 bits per second.
A VoIP compression mode. A fully compliant, real-time implementation of the ITU-T fixed-point conjugate-structure, algebraic code-excited linear prediction (CS-ACELP) speech coding algorithm. The CS-ACELP operates at 8Kkbps. The coder processes 10 millisecond frames of speech sampled at an 8 kHz rate, which together with a 5 millisecond look-ahead results in a total algorithmic delay of 15 milliseconds. For each frame of 80 samples of 16-bit linear PCM data, the coder outputs five 16-bit words. Applications using the G.729 vocoder include digital telephony, satellite and wireless communications.
An H.323 entity that provides address translation, controls access, and sometimes bandwidth management to the LAN for H.323 terminals, Gateways, and Multipoint Control Units. IP Office units can register themselves with multiple external H.323 gatekeepers.
Graphical User Interface.
Allows voice and data traffic to be networked between systems. Connections between platforms across the WAN, at speeds up to 2.048Mbps (in conjunction with the Voice Compression Module), or across the LAN at 10 or 100 Mbps. Multiple WAN links maybe supported utilizing the optional WAN3 modules. Also allows telephone calls to be made from PCs running Microsoft's NetMeeting when fitted with a sound card, speakers and microphone. Calls can be made between PCs or to standard analog or digital telephones. Please note that at this point in time, we do not consider NetMeeting to offer a Toll Quality voice service. The addition of the IP Telephony Extensions to the H.323 Gateway protocol allows physical H.323compliant IP \"Hardphones\" and PC based, IP \"Softphone\" applications to make and receive phone calls.
VoIP Supplementary Services H.450 provides extended features within H.323 based VoIP networks similar in concept to QSig within ISDN.
Hyper Text Markup Language, the authoring language used to create hypertext documents for the World Wide Web.
Hyper Text Transfer Protocol, the application protocol for moving hypertext files across the Internet. The protocol requires an HTTP client program on one end of a connection and an HTTP server program on the other.
iChat is a service that forwards chat requests to the chat queues. iContact converts the PC to an all-in-one communications and data tool by allowing enterprise knowledge workers to prioritize and manage all interactions from one interface. An agent can see queued Telephone calls, Emails, Web calls, chats, and can communicate with group members from one centralized view.
Incoming Caller ID. See CLI.
iEmail is a service that is responsible for forwarding incoming E-mail messages to the E-mail queue or to the agent. iEmail also forwards web callback requests to the web callback queue.
Internet Key Exchange: A standard (RFC2409) that forms part of IPSec operation.
Internet Mail Access Protocol: An essential Internet protocol for E-mail communication. IMAP4, which is both a client and server protocol, can enable voice and fax message access and storage through a PC interface. IMAP4 also complements SMTP for retrieval/access of messages.
The Internet Protocol (IP) is the method or protocol by which data is sent from one computer to another on the Internet. Each computer (known as a host) on the Internet has at least one IP address that uniquely identifies it from all other computers on the Internet. When you send or receive data (for example, an email note or a Webpage), the message gets divided into little chunks called packets. Each of these packets contains both the sender's Internet address and the receiver's address. Any packet is sent first to a gateway computer that understands a small part of the Internet. The gateway computer (or router) reads the destination address and forwards the packet to an adjacent gateway that in turn reads the destination address and so forth across the Internet until one gateway recognizes the packet as belonging to a computer within its immediate neighborhood or domain. That gateway then forwards the packet directly to the computer whose address is specified. Because a message is divided into a number of packets, each packet can, if necessary, be sent by a different route across the Internet. Packets can arrive in a different order than the order they were sent in. The Internet Protocol just delivers them. It's up to another protocol, typically TCP, to put them back in the right order. IP is a connectionless protocol, which means that there is no established connection between the end points that are communicating. Each packet that travels through the Internet is treated as an independent unit of data without any relation to any other unit of data. (The reason the packets do get put in the right order is because of TCP, the connection-oriented protocol that keeps track of the packet sequence in a message.) In the Open Systems Interconnection (OSI) communication model, IP is in layer 3, the Networking Layer.
iPhone is a service that applies telephony rules.
IP Security: A set of methods and standards (starting with RFC2401) for the secure (authenticated and/or encrypted) routing of private network traffic across the Internet.
Internet Security Association and Key Management Protocol: A standard (RFC2408) for the bodies and processes that keys used by IPSec.
iServer consists of two parts. One is WT service, and the other is a combination of different server components, that run on the Microsoft transaction server.
Internet Service Provider. A business that supplies Internet connectivity services to individuals, businesses and other organizations.
Layer Two Tunneling Protocol: A standard (RFC2661 and RFC3193) for the connections of private network connections across the Internet.
Local Area Network.
In the Point-to-Point Protocol, the Link Control Protocol (LCP) establishes, configures and tests data-link Internet connections. Before establishing communications over a point-to-point link, each end of the PPP link must send out LCP packets. The LCP packet either accepts or rejects the identity of its linked peer, agrees upon packet size limits, and looks for common mis-configuration errors. Basically, the LCP packet checks the telephone line connection to see whether the connection is good enough to sustain data transmission at the intended rate. Once the LCP packet accepts the link, traffic can be transported on the network; if the LCP packet determines the link is not functioning properly, it terminates the link. LCP packets are divided into three classes: 1. Link configuration packets used to establish and configure a link. 2.�Link termination packets used to terminate a link. 3.�Link maintenance packets used to manage and debug a link.
Lightweight Directory Access Protocol, a protocol used to access a directory listing. LDAP support is being implemented in Web-enabled and Email programs, which can query an LDAP-compliant directory. LDAP has become the Internet standard for directory infrastructure and is expected to provide a common method for searching Email addresses on the Internet.
The address of a device identified at the media access control (MAC) layer of the network architecture.
Messaging Application Programming Interface - Part of Microsoft's Window's Open Service Architecture (WOSA). Allows programs and devices to send emails via email clients if those clients support MAPI.
Multilink PPP (ML-PPP) is a standard, based on the original PPP standard, that allows a router to open a number of different connections to a remote router. ML-PPP defines a way to divide up the data and send it down multiple paths in such a way that the remote router can put the pieces back in the original order on reception. The main justification for ML-PPP is bandwidth allocation (sometimes known as Bundling or Bonding). The application only sees one \"logical link\" giving a bandwidth of (say)256Kbps, even though there are actually four \"B\" channels connected between the two sites. This is achieved by adding an additional data header on each packet sent. For example, if a router has an ISDN BRI interface, it could transfer data at 64Kbps on one \"B\" channel, but then in times of higher load could connect extra \"B\"channels and so have an aggregate rate of 128 Kbps and above. There is a new standard for the PPP protocol called BAP (Bandwidth Allocation Protocol), which enhances the ML-PPP specification by making sure that all vendors implement the same rules for when extra channels are connected, and when they are disconnected.
Network Address Translation is a mechanism that allows you to hide internal IP addresses from external networks. You may have an established network using your own numbering scheme, and would like to access the Internet. There are many cost effective Internet Service Providers (ISP) but they want you to use a different IP address. By using NAT between your machine and their network everyone is satisfied, without any need to renumber your network. An additional benefit is that all your machines can use the NAT facility and access the Internet via the one address. NAT is the translation of an IP address within one network to a different IP address known within another network. One network is designated the inside network and the other is the outside. Typically, a company maps its local inside network addresses to one (or more) global outside IP address and unmaps the global IP address on incoming packets back into local IP addresses. This helps ensure security since each outgoing or incoming request must go through a translation process that also offers the opportunity to qualify or authenticate the request or match it to a previous request. NAT also conserves on the number of global IP addresses that a company needs and it lets the company use a single IP address in its communication with the world.
Number Unobtainable.
Password Authentication Password is a method for verifying the identity of a user attempting to log on to a PPP server. PAP is used if the password is to be sent without encryption.
Primary Domain Controller. For a Windows NT Server domain, the computer that authenticates domain logons and maintains the security policy and the master database for a domain.
Portable Document Format. The file format used for Adobe Acrobat files.
Point-to-Point Protocol. This is a Protocol for communication between two computers using a Serial interface, typically a personal computer connected by phone line to a server. For example, your Internet service provider may provide you with a PPP connection so that the provider's server can respond to your requests, pass them on to the Internet, and forward your requested Internet responses back to you. PPP uses the Internet protocol (IP), and is designed to handle others). It is sometimes considered a member of the TCP/IP suite of protocols. Relative to the Open Systems Interconnection (OSI) reference model, PPP provides layer 2 (data-link layer) service. Essentially, it packages your computer's TCP/IP packets and forwards them to the server where they can actually be put on the Internet. PPP is a Full Duplex protocol that can be used on various physical media, including twisted pair or fiber optic lines or satellite transmission. It uses a variation of High Speed Data Link Control (HDLC) for packet encapsulation. PPP is usually preferred over the earlier de facto standard Serial Line Internet Protocol (SLIP) because it can handle Synchronous as well as Asynchronous communication. PPP can share a line with other users and it has error detection that SLIP lacks. Where a choice is possible, PPP is preferred.
Point-to-Point Tunneling Protocol. This is a Protocol (set of communication rules) that allows corporations to extend their own corporate network through private \"tunnels\" over the public Internet. Effectively, a corporation uses a wide-area network as a single large local area network. A company no longer needs to lease its own lines for wide-area communication but can securely use the public networks. This kind of interconnection is known as a virtual private network (VPN).
Some actions presume who the user associated with a call is from factors such as the original target extension or mailbox of the call. This allows those action to be used in modules without having to specify the mailbox on which they should act.
The Proactive List Manager module facilitates the importing and assignment of outbound calling lists to Proactive Campaigns. It provides the administrator with the ability to manage outbound Proactive Campaign Lists. It furnishes the tools to create draft calling lists, attach them to campaigns and run the campaigns.
The browser-based Reporting module provides complete enterprise management reporting through textual and graphical reports. These reports provide enterprise managers with a record of every step in the customer interaction process, and allow them to view and analyze how effectively interactions are being handled and how resources are being deployed. The reports can also provide a better understanding of how their operation and performance affects your networks, resources and people.
The Resource Manager administration module consists of components that enable you to add queues, define interaction results, and assign human resources to all from a single, unified console. Resource Manager has a user-friendly Microsoft Explorer look and feel interface.
RSVP (Resource Reservation Protocol) is a protocol that allows channels or paths on the Internet to be reserved for the multicast (one source to many receivers) transmission of video and other high-bandwidth messages. RSVP is part of the Internet Integrated Service (IIS) model, which ensures: best-effort service, real-time service, and controlled link-sharing.�The basic routing philosophy on the Internet is \"best-effort,\" which serves most users well enough but isn't adequate for the continuous stream transmission required for video and audio programs over the Internet. With RSVP, people who want to receive a particular Internet \"program\" (think of a television program broadcast over the Internet) can reserve bandwidth through the Internet in advance of the program and be able to receive it at a higher data rate and in a more dependable data flow than usual. When the program starts, it will be multicast to those specific users who have reserved routing priority in advance. RSVP also supports unicast (one source to one destination) and multi-source to one destination transmissions.
Simple Network Management Protocol: A method of communication between a network monitoring agent and a network management application to provide information regarding its operational status.
Structured Query Language is a database language used for creating, maintaining and viewing database data.
Also called Voicemail Lite. Provides basic voicemail operation for the telephone system. The Voicemail Pro Server contains all the same functions as Voicemail Lite.
Telephony Application Program Interface.
Transmission Control Protocol (TCP) is a method protocol used along with the Internet Protocol (IP) to send data in the form of message units between computers over the Internet. While IP takes care of handling the actual delivery of the data, TCP takes care of keeping track of the individual units of data (called packets) that a message is divided into for efficient routing through the Internet. For example, when an HTML file is sent to you from a Web server, the Transmission Control Protocol (TCP) program layer in that server divides the file into one or more packets, numbers the packets, and then forwards them individually to the IP program layer. Although each packet has the same destination IP address, it may get routed differently through the network. At the other end (the client program in your computer), TCP reassembles the individual packets and waits until they have arrived to forward them to you as a single file. TCP is known as a connection-oriented protocol, which means that a connection is established and maintained until such time as the message or messages to be exchanged by the application programs at each end have been exchanged. TCP is responsible for ensuring that a message is divided into the packets that IP manages and for reassembling the packets back into the complete message at the other end. In the Open Systems Interconnection (OSI) communication model, TCP is in layer 4, the Transport Layer.
Transmission Control Protocol/Internet Protocol is a networking protocol that provides communication across interconnected networks, between computers with diverse hardware architecture and various operating systems.
Trivial File Transfer Protocol: A standard protocol (RFC1350) used to send and receive files. Used by IP Office applications and devices to exchange information.
This is a location from which the System will allow data access, e.g. a user dialing in from home, or access to Voicemail without a Voicemail Code e.g. a user collecting his Voicemail messages from a mobile, or the location the Voicemail Server will call to inform the user of a new message.
User Datagram Protocol is a protocol that can be used as an alternative to TCP for IP packet transfer. UDP differs from TCP in that it does not open connections before it sends data and does not number or sequence its datagrams (packets) in any way. Packets can therefore arrive out of sequence, get lost, get duplicated and succesful packets are not acknowledged. UDP is used for those applications where the rapid real-time send of packets is required without the administrative burden of TCP, for example VoIP.
Universal Resource Locator is an address that can lead you to a file on any computer connected to the Internet.
V.110 and V.120 are ITU Protocol standards which support the transport of an RS232(V.24/V.28) interface and asynchronous characters across a link. Thus simple terminals of between 50bps to 19.2Kbps can be connected to the TA RS232/V.24 port and communicate over a 'B' channel. V.120 offers enhancements over V.110 in that it uses a LAPD-like protocol on the \"B\" channel so it is possible to support a number of multiplexed low-speed devices over one channel i.e. V.120 makes better use of the bandwidth.
Support for the optional Voice Compression Module allows voice calls to be networked between Systems when WAN links are used. Five compression algorithms are supported from 64kbp to 6.3kbps, while the Voice Compression Module also provides echo cancellation where voice calls between systems are then broken out on to the public network. Support is provided for the 5, 10 and 20 channel variants of the Voice Compression Module.
Voice over Internet Protocol (VoIP). The technology used to transmit voice conversations over a data network using the Internet Protocol.
Voice Profile for Internet Messaging. Allows different voice messaging systems to exchange voicemail over the internet.