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Glossary
Automatic call distributor. An automated (usually software-driven) system that connects incoming calls to agents based on a distribution algorithm. The system also gathers traffic-analysis statistics, such as number of calls per hour, average time holding, and call length.
An operator, transcriber, telemarketing or sales representative, or other employee. In this guide, agent refers to any person using an analog station device who can be connected to a caller or recorded message through the MSI board.
A pulse-code modulation (PCM) algorithm used in digitizing telephone audio signals in E-1 areas.
In this guide, analog refers to agent communications between a headset and the MSI or to the loop-start type of network interface.
Allows program execution to continue without waiting for a task to complete. See synchronous function.
A term used in voice processing to mean a printed circuit board without any daughterboards attached.
When a telephone call cannot be completed, it is said that the call is "blocked." In blocking mode, it is said that the caller is "receiving a busy."
1. When used in reference to a IntelŪ DialogicŪ digital expansion board, a data path, or the activity happening on that data path. 2. When used in reference to the CEPT telephony standard, one of 32 digital data streams (30 voice, 1 framing, 1 signaling) carried on the 2.048 MHz/sec E-1 frame. (See time slot.) 3. When used in reference to a bus, an electrical circuit carrying control information and data.
Computer Telephony bus. A time division multiplexing communications bus that provides 4096 time slots for transmission of digital information between CT Bus products. See TDM bus.
C programming term for a data element consisting of fields, where each field may have a different type definition and length. The elements of a data structure usually share a common purpose or functionality, rather than being similar in size, type, etc.
In the context of this guide, the MSI daughterboard assembly. The daughterboard enables the MSI hardware to interface to analog station devices.
Any computer peripheral or component that is controlled through a software device driver.
Information represented as binary code.
A switch usually attached to a printed circuit board with two settings- on or off. DIP switches are used to configure the board in a semi-permanent way.
Refers to IntelŪ DialogicŪ mediastream processing architecture, which is open, layered, and flexible, encompassing hardware as well as software components. A whole set of products from Intel are built on DM3 architecture. Contrast with Springware which is earlier-generation architecture.
A software module that provides a defined interface between a program and the hardware.
Dual Tone Multi-Frequency. DTMF refers to the combination of two tones which represents a number on a telephone key pad. Each push-button has its own unique combination of tones.
Another name given to the CEPT digital telephony format devised by the CCITT that carries data at the rate of 2.048 Mbps (DS-1level). This service is available in Europe and some parts of Asia.
An unsolicited communication from a hardware device to an operating system, application, or driver. Events are generally attention-getting messages, allowing a process to know when a task is complete or when an external event occurs.
Class of functions that take one input parameter (a valid device handle) and return device-specific information.
A signal generated by a momentary on-hook condition. This signal is used by the voice hardware to alert a telephone switch that special instructions will follow. It usually initiates a call transfer. See also hook state.
A frequency modulation technique used to send digital data over voice band telephone lines.
Transmission in two directions simultaneously, or more technically, bi-directional, simultaneous two-way communications.
A general term for the current line status of the channel: either on-hook or off-hook. A telephone station is said to be on-hook when the conductor loop between the station and the switch is open and no current is flowing. When the loop is closed and current is flowing, the station is off-hook. These terms are derived from the position of the old fashioned telephone set receiver in relation to the mounting hook provided for it.
The system PC in which IntelŪ DialogicŪ hardware and software are installed and applications are run and/or developed.
Interrupt request. A signal sent to the central processing unit (CPU) to temporarily suspend normal processing and transfer control to an interrupt handling routine. Interrupts may be generated by conditions such as completion of an I/O process, detection of hardware failure, power failures, etc.
Devices, such as an analog telephones, that receive an analog electric current. For example, taking the receiver off hook closes the current loop and initiates the calling process.
The PCM coding and companding standard used in Japan and North America (T-1 areas).
Modular Station Interface. An SCbus-based expansion board that interfaces SCbus time slots to analog station devices.
The state of a telephone station when the conductor loop between the station and the switch is closed and current is flowing. When a telephone handset is lifted from its cradle (or an equivalent condition occurs), the telephone line state is said to be off-hook. See also hook state.
Condition or state of a telephone line when a handset on the line is returned to its cradle (or an equivalent condition occurs). See also hook state.
Personal computer. In this guide, the term refers to an IBM Personal Computer or compatible machine.
Pulse Code Modulation. The most common method of encoding an analog voice signal into a digital bit stream. PCM refers to one technique of digitization. It does not refer to a universally accepted standard of digitizing voice.
A hardwired connection between switch handlers on SCbus-based products. SCbus is a third generation TDM (time division multiplexed) resource sharing bus that allows information to be transmitted and received among resources over 1024 time slots. See TDM Bus.
Signal Computing System Architecture. A generalized open-standard architecture describing the components and specifying the interfaces for a signal processing system for the PC-based voice processing, call processing and telecom switching industry.
Signal Computing System Architecture:
Software algorithms built into the downloadable firmware that provides the voice processing features available on all IntelŪ DialogicŪ voice boards. The term Springware is also used to refer to a whole set of boards from Intel built using this architecture. Contrast with DM3 which is newer-generation architecture.
Standard Runtime Library containing Event Management functions, Standard Attribute functions, and data structures that are used by all Dialogic devices.
Class of functions that take one input parameter (a valid device handle) and return generic information about the device. The SRL contains Standard Attribute functions for all IntelŪ devices. Standard Attribute function names are case-sensitive and must be in capital letters. See Extended Attribute functions.
Blocks program execution until a value is returned by the device. Also called a blocking function. See asynchronous function.
The digital telephony format used in North America and Japan that carries data at the rate of 1.544 Mbps (DS-1 level).
Time division multiplexing bus. A resource sharing bus such as the SCbus or CT Bus that allows information to be transmitted and received among resources over multiple data lines.
Used to set up communications between devices connected to the TDM bus. These functions enable an application to connect or disconnect (make or break) the receive (listen) channel of a device to or from an TDM bus time slot.
In a digital telephony environment, a normally continuous and individual communication (for example, someone speaking on a telephone) is (1) digitized, (2) broken up into pieces consisting of a fixed number of bits, (3) combined with pieces of other individual communications in a regularly repeating, timed sequence (multiplexed), and (4) transmitted serially over a single telephone line. The process happens at such a fast rate that, once the pieces are sorted out and put back together again at the receiving end, the speech is normal and continuous. Each individual pieced-together communication is called a time slot.
Short burst of a specified tone to an ACD agent headset usually indicating a call is being connected to the agent console.
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