Glossary

Abandoned Call

A call in which a caller hangs up before receiving an answer from an agent.  The call could be queued to a split or in a vector/VDN before it is abandoned.

Abandoned Call Search

An ACD capability that enables the system to make sure that the caller is on the line before passing the call to an agent.

Access Code

A 1-, 2-, 3-, or 4-digit dial code used to activate or cancel a feature, or access an outgoing trunk.

Access Permissions

Permissions assigned to a CMS user so that the user can access different subsystems in CMS or administer specific elements (splits/skills, trunks, vectors, etc.) of the ACD. Access permissions are specified as read or write permission. Read permission means the CMS user can access and view data (for example, run reports or view the Dictionary subsystem). Write permission means the CMS user can add, modify, or delete data and execute processes.

Access Trunk

A trunk that connects a main communications system with a tandem communications system in an Electronic Tandem Network (ETN). An access trunk can also be used to connect a system or tandem to a serving office or service node. Also called an access tie trunk.

ACD Call

A call that queued to a split/skill and was answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.

Acknowledgment

A window that requires the user to confirm an action or to acknowledge a system message. For example, system going down, warning, or fatal error for the user window). This window cannot be moved, sized, or scrolled and disappears once confirmed.

Activate Agent Trace

From this window, the user can start CMS tracing of agent activities. These activities include all agent state changes until the trace is turned off. One must activate an agent trace to obtain an Agent Trace report.

Active VDN Calls

The number of calls currently active in a VDN. The G3V4 vector enhancement “VDN Calls Routing” refers to the ability to program a vector step according to the number of active VDN calls. The number of active calls is referred to as “counted-calls” in the vector step.

Adjunct-controlled Split

An Automatic Call Distribution (ACD) split that is administered to be controlled by another application. Agents logged into such splits must do all telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available adjunct-controlled splits, whose agents may not log in/out or change work mode).

Adjunct-Monitored Call

An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control association.

Adjunct Routing

A means of evaluating calls before the calls are processed by requesting information from an adjunct. The communication server requests instructions from an associated adjunct and makes a routing decision based on agent availability or the caller information.

Adjunct/Switch Applications Interface (ASAI)

An AT&T recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932 specification for layer 3. ASAI supports activities such as event notification and call control.

Adjusted EWT

A Best Service Routing (BSR) term for Expected Wait Time (EWT) plus a user adjustment set by a consider command.

Administration Terminal

A terminal that is used to administer and maintain a system.

Administration without Hardware (AWOH)

A feature that allows administration of ports without associated terminals or other hardware.

After Call Work (ACW)

An agent state generally representing work related to the preceding ACD call. Going on-hook after an ACD call during MANUAL-IN operation places the call in ACW.  ACW is accessible by a key on the agent’s set and may not be related to an ACD call.

Agent

A person who answers calls to an extension in an ACD split/skill. The agent is known to CMS by a login identification keyed into a voice terminal.

Agent Login ID

A 1- to 9-digit number entered by an ACD agent from a voice terminal to activate the agent position. Agent logins are required for all CMS-measured ACD agents.

Agent Occupancy

The average percentage of time that is expected or targeted for each split/skill agent to spend, while logged in, on ACD calls and in ACW.

Agent Position (EAS)

The combination of agent login ID and the skills the agent is assigned.  Data are collected for the agent by skill, so the total work for the agent must be summed over all skills in which the agent worked.

Agent Position (Non-EAS)

The combination of agent login ID and split the agent logged into. Agents logged into multiple splits have multiple positions associated with them.  Call data are collected separately for each agent/split combination.

Agent Report

A report that provides historical traffic information for internally measured agents.

Agent Role

A description of the kind of service an agent in multiple skills gives to one of their skills. This is a combination of call handling preference and skill/reserve levels. The five roles are:

• Top: top agents logged into their highest priority skill
• Allocated: agents with percent allocation call handling preference administered
• Backup: agent is assigned to a skill, but not as the top skill
• Roving: an agent answers the skill’s calls when this skill has the greatest need
• Reserve: an agent who normally does not answer call for this skill answers calls in the  skill because the skill has surpassed its pre-set over-threshold conditions

Application Enablement Services (AES)

A server-based software solution that provides an enhanced set of telephony APIs (Application Programming Interfaces), protocols, and Web Services. Application Enablement Services makes the full-functionality customization capabilities of Avaya communication solutions accessible by corporate application developers, third-party Independent Software Vendors (ISVs), Authorized BusinessPartners, and Systems Integrators.

Automatic Call Distribution split (ACD split)

A hunt group that is configured to receive a high volume of similar calls.

Automatic Number Identification (ANI)

The unique ID of the phone which originated a call; often this is the phone number.

Avaya Conversational Intelligence (ACI)

Avaya's cloud-based intelligence platform. ACI provides Tenfold with real-time call transcriptions.

Avaya Session Border Controller for Enterprise (ASBCE)

A flexible, fit-for-purpose solution for Enterprises which includes a set of standard security features. The Avaya Session Border Controller for Enterprise provides all the functionality required for an enterprise to terminate SIP trunks without the complexity and higher price associated with typical SBCs and scales up to 2,000 simultaneous sessions per server. For more information, see Avaya Session Border Controller for Enterprise.

Bring your own telephony (BYOT)

The program name for integrating non-Amazon Connect phone systems with Salesforce Service Cloud Voice.

Communication Manager (CM)

An open, extensible IP telephony platform that can be deployed as an IP PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments. Communication Manager provides 700+ PBX features, high reliability and scalability, and advanced features for productivity and mobility. Built-in capabilities include conferencing and contact center applications. A wide range of servers, gateways, and analog, digital, and IP-based communication devices is supported. For more information, see Avaya Aura Communication Manager.

Computer Telephony Integration (CTI)

A system allowing computers to interact with telephones, usually in call centers, and usually focused on increasing the productivity of agents.

contact center

An entity which manages interactions with customers across multiple channels, potentially including phone interactions, but not limited to them.

Device, Media and Call Control (DMCC)

A service providing first-party call control (1PCC) of a softphone-enabled Communication Manager or extension. DMCC also provides third-party call control (3PCC) via the TSAPI service, allowing an extended set of controls to place calls, create conference calls, monitor call control events, and perform other call-related actions. DMCC includes the ability to record a call as a WAV file and to play a recorded message.

Dialed Number Identification Service (DNIS)

A telecom service which lets customers know the number that was dialed to make an incoming call.

Direct Inward Dialing (DID)

Direct Inward Dialing (DID) service, also known as direct dial-in (DDI), provides multiple telephone numbers to a private branch exchange system (PBX) as PBX extensions.

Geo Redundant High Availability (GRHA)

An Avaya high availability solution that allows failover between two servers in different data centers.

hunt group

A group of phone numbers designed to ring when a single phone number receives a call; any user in the hunt group can answer the call. This design attempts to ensure someone will be available to answer any incoming call. Also called a ring group.

Identity Provider (IdP)

A service that stores and manages digital identities. Companies use these services to allow their employees or users to connect with the resources they need. They provide a way to manage access, adding or removing privileges, while security remains tight.

inbound call (IBC)

Intelligent Virtual Agent (or Assistant) (IVA)

Chatbots and other AI bots which can respond to a programmed set of questions using NLP and can save conversations.

Interactive Voice Response (IVR)

An automated feature of phone systems that can interact with callers and obtain information from their voice responses based on answers to the menu choices it presents.

Java Telephony Application Programming Interface (JTAPI)

A Java-based application programming interface (API) for computer telephony applications.

Natural Language Processing (NLP)

An ability of AI to understand words similar to the way humans can.

outbound call (OBC)

Private Branch eXchange (PBX)

A business telephone system with multiple inbound and outbound lines, voicemail, call routing, and management features.

Real-time Transport Protocol (RTP)

A network protocol which enables VoIP by delivering streaming audio and video media over the internet.

Secure Real-time Transport Protocol (SRTP)

A profile of Real-time Transport Protocol (RTP) which provides enhanced security features confidentiality, message authentication, and replay attack protection for both unicast and multicast applications for RTP traffic.

Service Cloud Voice

A Salesforce CTI solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a better phone-based service experience.

Session Border Controller (SBC)

A device which protects and regulates IP communications flows, especially the signaling and media streams in video-over-IP or VoIP networks.

Session Recording Protocol (SIPREC)

A protocol used for call recording by session border controllers which is compatible with many PBX systems and providers of call recording systems. It is defined by the Internet Engineering Task Force (IETF).

SIP

See Session Recording Protocol.

Telephone Services Application Programming Interface (TSAPI)

Software that provides the call control events and metadata to Tenfold.

Tenfold Cloud

The Tenfold born-in-the-cloud iPaaS platform.

Tenfold Cloud Connect (TCC)

The Tenfold next-generation on-premise framework for integrating with on-premise phone systems like Avaya CM, Cisco Finesse, and Genesys PureEngage.

TSAPI Link (Tlink)

A Tlink represents the availability of the TSAPI Service for a particular switch connection by way of a particular AE Services Server. The AE Services administrator creates a Tlink by adding a TSAPI Link through the AE Services Management Console. For more information, see TSAPI Links (Tlinks).

Universal Call ID (UCID)

An identifier assigned to a call when it enters a network.

User Datagram Protocol (UDP)

A protocol used especially for time-sensitive transmissions across the internet, as for DNS lookups or video playback. It is a connectionless protocol, meaning no connection needs to be established between source and destination before transmitting data, which allows it to transfer data very quickly.

User-to-user Information Header (UUI header)

A field containing contextual information which can be passed along with a call between different agents. Prevents repeating information when a call is transferred or redirected.

Voice Call (in Salesforce)

An object in Salesforce used with Service Cloud Voice. This object represents the logged phone call, replacing the need for logging a phone call activity in the Task object. This record has advanced functionality such as showing post-call analysis, real-time transcription, and other information.

WebRTC

An open-source project making voice and video communications possible inside a web page without requiring additional browser plugins. WebRTC is implemented as a set of JavaScript APIs.