256 Reference
GLOSSARY OF TERMS
This glossary contains an explanation of common telephony and computer telephony features, based
on industry-standard functionality and how they relate to the Telecor VS1 telephone system.
Newton’s Telecom Dictionary–14
th
Edition was used as a basis for some of the definitions.
A
ACD—An abbreviation for Automatic Call Distributor. See Automatic Call Distributor.
ACD Status Board—Provides a display of selected ACD groups and their status. It enables
supervisors to monitor the progress of calls through an ACD and make necessary changes quickly to
ACDs requiring additional agents. The ACD Status Board can be customized to display a single
ACD group, scroll through all active ACD groups, or display no ACD groups.
Account Code—A code assigned to a customer or project. Many service companies, such as law
offices, engineering firms, and advertising agencies use account codes to track costs and bill clients
accordingly. On the Telecor VS1 phone system, Account Codes enable you to place account
information in the Station Message Detail Recording (SMDR) records of external calls. Then a call
accounting program is used to organize the SMDR information into usable data.
Activation Keys—Used to activate certain features on the Telecor VS1 phone system. They are
linked to the Telecor Voice Server (TVS) System ID Number (OHA Serial Number) and only
activate software installed on that TVS. The software options that require Activation Keys include:
Voice Channel Activation, Automatic Call Distribution (ACD) Agent Package, and Telecor
Attendant and Telecor Connect CTI client applications.
ANI—An abbreviation for Automatic Number Identification. See Automatic Number Identification.
Announced Transfer—A telephone system feature that provides the ability to transfer a call
from one extension to another with an announcement of the call.
Attendant Messaging—The ability for the receptionist to type a message and transfer it with
each call. That message appears on the Display Phone or CTI application main screen of the transfer
destination.
Auto Hold—Automatically places an active call on hold when a user connects to another call.
Auto Paging—A feature that enables the phone system to automatically announce calls ringing at
a specific extension.
Auto Wrap-Up—A feature that allows wrap-up time at the end of a call to complete necessary
paperwork concerning the call. The time allowed (in seconds) is set up in the ACD[n] Config
window. If there is no need for the wrap-up mode function after a call, it can be cancelled by
pressing a customized station Feature button or toolbar button.
Automated Attendant—Also called Auto Attendant. A feature that answers calls and plays
digital recordings to callers that enables callers to route themselves to an extension through
touchtone input, in response to the digital voice prompts. The Telecor VS1 phone system has 20
built-in Auto Attendants—three of which are configured and working Auto Attendants—and 10
sample Auto Attendants. The 17 remaining built-in Auto Attendants can be configured to meet
customer requirements.
Automatic Number Identification (ANI)—Reports the number of the calling party. ANI is
similar to Caller ID on an analog line. However, the only information provided is the number from
which the caller is calling. The Service Provider does not send name information. You can select
this option when ordering T1 service.
Automatic Call Distributor (ACD)—A feature used by companies with a high number of
incoming calls (such as order taking, dispatching, help desks). An ACD performs four functions: 1)
It recognizes and answers an incoming call. 2) It checks its database for instructions on what to do
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