data and TELEphony TERMS AND ABBREVIATIONS

VoIP - Voice over Internet Protocol

Telephone calls and voice traffic are converted into Internet Protocol and sent across data networks such as LANs, WANs and the internet. See also: QoS, PoE

ISDN - Integrated Services Digital Network

The digital exchange and network infrastructure that currently transports the majority of voice calls across the UK. Available in two formats : ISDN2e & ISDN30e. See also: DDI, CLI, CTI

QoS - Quality of Service

When using VoIP, QoS has to be configured on a data network to make sure call quality is preserved. Data networks without QoS risk degradation of phone call quality, and in some cases calls are cut off entirely.

PoE - Power over Ethernet

VoIP telephones require electrical power. This power is usually provided by your ethernet switch (known as a PoE Switch), which powers the telephone as well as delivering the VoIP phone call data to it. If you don’t have PoE Switches, you will need mains power adaptors for each telephone, with an associated power outlet at the workstation.

CTI - Computer Telephony Integration

The inbound CLI of the caller is delivered to a database, CRM or application on the PC. Traditionally the caller’s data “pops” on screen when the phone rings. Also known as “Screen Popping”.
“Power Dialling” uses the contact number within a contact record, and by clicking “dial” on screen, the telephone on the desk makes the call for you.
“Predictive Dialling” takes power dialling a stage further, automating the process for outbound contact centres, usually linked to an outbound call campaign for call centre agents.

ACD - Automated Call Distribution

Used in Contact Centres to distribute telephone calls evenly to available agents. The agent who has been waiting the longest gets the next call. Also known as “longest wait” or “most idle” call distribution. See also MIS, Skills Based Routing

DPNSS - Digital Private Network Signalling System

An older (no longer available) digital protocol used to link telephone systems together across corporate networks. DPNSS allows calls to be answered by centralised receptionists and then transferred to any office. Staff in different locations can contact each other directly, as if they were on the same system. Superseded by QSig

QSig

QSig superseded DPNSS as the digital standard for networking telephone systems together via direct leased-line connections. Uses the modern Q931 protocol associated with ISDN30.

LCR - Least Cost Routing

LCR software within the telephone system (or via an external “smart box” or “call router”) adds a 3 or 4-digit code to each outbound telephone call, notifying the local PSTN exchange to route the call via a call services vendor. The customer will have a contract with their particular call vendor/carrier already in place. LCR software can be re-programmed, making it easy for businesses to change call providers if required.

CPS - Carrier Pre-Selection

Removes the need for LCR. The local exchange is intelligent and knows the routing preferences of each telephone line connected, sending calls via the preferred call providers automatically without the need for software or telecoms equipment to be installed at the end-user premises.

DASS - Digital Associated Signalling System

DASS is the old UK-based standard for ISDN30 installations. Many businesses still use ISDN30 with the DASS protocol, which will need to be upgraded to ISDN30E before a new telephone system can be installed. DASS is identified by the co-axial type connectors used
on the NTE box.

Q931

Q931 is the European protocol for ISDN that superseded DASS in mid-1990s. This was in turn superseded by ISDN30E in 2000.

BRI / Basic Rate - Basic Rate ISDN

Another term for ISDN2e. Used often by IT professionals and telecoms engineers.

PRI / Primary Rate - Primary Rate ISDN

Another term for ISDN30e. Used often by IT professionals and telecoms engineers.

E1

ISDN30-based protocol for linking corporate telephone systems together across multiple sites. Used as an alternative to QSig.

T1

North-American term for ISDN30

E & M

Analogue DC-voltage signalling over “E” and “M” leads, used to link telephone systems together with basic integration features (call set-up, hold, transfer). E & M lines can be likened to direct analogue lines between telephone systems.

AC-15

Another term for E & M, used for long-distance connections.

ADSL - Asymmetric Digital Subscriber Line

ADSL is the popular format for broadband internet connections. Download speed is usually much higher than upload speed - the data bandwidths are Asymmetric.

SDSL - Symmetric Digital Subscriber Line

A broadband circuit with similar upload and download speeds. More expensive than ADSL and speed is subject to availability / survey.

DC-5

Another term for E & M, used for short-distance connections, usually 100m or less.

EPS-8 / 9

Also known as a “Baseband” circuit. This is a leased analogue line, capable of transmitting as much as 512 kbps of data (subject to signal quality and termination equipment) between two sites that are located in the same geographical exchange area. The line travels from one site to the other directly via the local exchange. Not available via multiple exchanges.

Dark Fibre

A high-speed fibre-optic data link, installed locally between separate sites/offices via the local telephone exchange. Bandwidth options are usually 10Mb/s or 100 Mb/s

Kilostream

A fixed, private data link between separate sites, usually providing data transfer speeds from 64 kbps (Kilostream 64) up to 512 kbps. Installation and rental costs are based on the distance between the two locations.

Megastream

A fixed, private data link between separate sites, usually providing data transfer speeds from 512 kbps up to 10 Mbps and beyond. Installation and rental costs are high and based on the distance between the two locations. Often uses ISDN30-type connectivity and protocols.

DP - Distribution Point

Cabling connection and distribution box for 1308 block cabling systems.

Keysystem

ISDN-based telephone system for businesses, designed to operate with ISDN lines, direct-dial functions and highly-featured telephones for all users. Fast and efficient call handling.

IP PBX - IP-based Private Branch Exchange

Telephone system using VoIP technology to distribute devices and telephones.

PBX / PABX - Private Branch Exchange / Private Automated Branch Exchange

Common term for telephone system or private telephone exchange, installed within a business or organisation.

Hosted Solution

VoIP telephone system that is hosted by a 3rd party from a remote location. Telephones connect via the internet to the main system and all services are rented on a per-user/per telephone basis. Usually not financially viable for large businesses.

Centrex

Hosted telephone system using analogue lines. The local exchange acts as the telephone system, and each phone has a direct analogue line associated with it. Lines, phones and services are rented on a per-user basis. Also known as Featurelines. The analogue functionality leans towards a PABX-type environment. On-going costs can be unjustifiable for larger fi rms.

IP-Centrex

VoIP telephone system that is hosted by a 3rd party from a remote location. Telephones connect via the internet to the main system and all services are rented on a per-user/per telephone basis. Usually not financially viable for large businesses.

Convergence

The use of a basic telephone on the desk, with a desktop PC providing telecoms functions via a dedicated software application. Calls are transferred using the mouse/keyboard.

IP-Centric

Hybrid system supporting both VoIP and TDM technology simultaneously. Highly flexible, allowing a number of “hard-wired” mission-critical phones to operate in case of network/ LAN issues.

Screen-Popping

A CTI Function - see CTI

Power-Dialling

A CTI Function - see CTI

Skills-Based Routing

Call centre function. Calls are routed to agents according to their skill level and/or ability to answer the call.

Loop Disconnect

Old analogue electrical connection, used for placing calls on hold and transferring them. Also known as Earth Break Recall. Superseded by Time Break Recall. Associated with older analogue telephones with dials instead of tone buttons.

Predictive Dialling

A CTI Function - see CTI

DDI - Direct Dialling Inwards / Direct Dialling Inbound

DDI numbers are applied to ISDN lines, allowing selected staff, services and departments to have direct-dial facilities.

CLI - Calling Line Identity

The inbound caller’s telephone number. Associated as a phone feature mainly with ISDN lines, however also presented over mobile and SIP Trunk networks.

MIS / Contact Centre - Management Information Statistics

Managing call centres and call centre operatives (known as agents) by using real-time statistics and historical reporting. Combines with advanced call handling functions from the phone system, designed to deliver telephone calls to the agent who has been waiting the longest.

TDM - Time Division Multiplexing

The current PSTN format for delivering calls across the public telecoms networks. TDM telephone systems have hard-wired telephones (via block-wiring or structured cabling). Alternative solution to VoIP systems for business who want to keep telecoms and computers separate.

NTE - Network Termination Equipment

The NTE is the connection box for ISDN30 and other network services using ISDN protocols (e.g. megastreams and MPLS services). An NTE can support up to 4 bearers, or trunks, of ISDN30 (i.e. up to 120 phone lines). The ISDN30E connections are identified by RJ45 connections. NTEs supporting older DASS-type protocols have co-axial connections.

MPLS - Multi Protocol Label Switching

A scalable private network, enabling multiple locations to connect to each other and transfer voice and data services via a private “cloud” arrangement. Associated with corporate organisations.