Glossary of Terms PDF Print E-mail

A - B - C - D - E - F - G - H - I - K - L - M - N - O - P - Q - R - S - T - U - V - W

Access code

A dial string used by the Pager application.  See Pager system.

ACD

Automatic Call Distributor; a specialized phone system used for handling a large number of incoming calls, which includes recorded announcements, routing, and call data logging.

Administration by phone

The capability to perform certain server administrative functions through a telephone set instead of the server console.  This is usually done by the Administrator.

Administrator

Person responsible for day-to-day server implementation, changes and maintenance.

Administrator’s mailbox

Special mailbox belonging to the Administrator, with system-wide abilities.

Affinity group

See GCOS.

Alternate MWI

A “backup” message waiting indicator, used when the mailbox owner does not respond to the primary MWI.

Alternate pager

A “backup” pager, used when the mailbox owner does not respond to the primary pager; also, a mailbox configuration parameter that sets message delivery.

AMIS

Audio Messaging Interchange Specification; a council set up to develop a standard for exchange of voice messages between different vendors.  Used with the AMIS Analog Optional Feature.

Analog networking

Networking scheme that reconverts voice messages to analog signals for transmission between two or more voice messaging systems.  Voice messages are sent over regular telephone lines.

Append

Add comments to the end of a message.

Answer

Send a new message to a user in response to the original message.

Application

A set of voice processing functions assigned to a line group.  The NuPoint Voice application is an example.

Attendant

Person responsible for handling live telephone calls, such as a switchboard operator.

Attendant’s mailbox

Special mailbox belonging to the Attendant, with server-wide abilities.

Auto Attendant

An automated voice processing and call processing system which allows callers to automatically route themselves to a person or department within a company.

IE: "If you know the extension of your party, enter it now. If you would like to speak to an operator, press zero."

Auto attendants are being used more and more by businesses large and small to handle initial routing of incoming telephone calls.

BBL paging

Paging system with direct RS-232 connection from server, instead of a dial-up system.  This is an optional feature.

Billed outdial index

See Outdial index.

Bitmapped group

See GCOS.

Broadcast mailbox

Mailbox address that sends simultaneous messages to a group of users without requiring use of a distribution list. The distribution list assigned to the broadcast mailbox determines which users get the broadcast message.

Callers

People who do not have voice mailboxes on the server, also called “outside callers.” Callers usually have fewer call processing options than users (mailbox owners). Callers can call in to extensions, route their calls to other extensions and listen to greetings; they may also be able to leave messages.

Call placement

The ability to send a message to an outside telephone number instead of a mailbox.

Call placement pager access type

Used with call placement, this works the same as the access type for a pager. It is stored in the user’s mailbox.

Centrex

Central Exchange; a business telephone system where the equipment is at the CO instead of at the customer site. Contrast with CPE.

Child mailboxes

Mailboxes assigned to distribution lists of parent mailboxes. Child mailboxes can give information to users and callers, or can connect users and callers to other extensions and allow them to make messages.

C.O.

Central Office; of a telephone company.

Confidential message

A message that cannot be Given to another user.

Console

See server maintenance console.

Console user

When FPSA is activated, persons who have access to the Change Password option in the FPSA Menu and to all options in any combination of other menus except the network configuration menus. This classification is the most restricted level of access.

CPE

Customer Premise Equipment; equipment at customer’s site.

CSO

NP CSO; an optional feature that allows the server to continue operation when individual modules or assemblies experience hardware or software failures.

Cut-through paging

An optional feature that allows a caller to page a user by entering a telephone number on the keypad. The telephone number will then be displayed on the user’s pager.

Day and night programming

A feature of the NuPoint Voice application that sets the work schedule and handles certain situations such as a user wishing to speak to an Attendant.

DDD

Direct Distance Dialing; telephone calls placed over the public telephone network.

Default

The value a NuPoint Voice parameter takes if not specifically changed by the Administrator.

Dial-by-Name

A NuPoint Voice application capability that allows someone to leave a message for a user without knowing the mailbox number. Instead, the caller can enter the user’s name on the keypad.

Dialing plan

A numerical structure of how mailbox numbers are assigned, and their length. Also used to determine which digit implements a capability, such as call placement.

Dial string

Group of alphanumeric characters dialed or outdialed by the server. Often used to facilitate call transfers. Outdialing is used in the Pager application.

DID

Direct Inward Dialing; routes outside calls to a specific station without operator or attendant assistance.

DID line

Direct Inward Dial Line; a trunk line that accepts incoming calls only. You cannot use this line to make outcalls or transfers. If you try to make an outcall or transfer a call, you will not get a dial tone. This trunk line uses E & M signaling and requires special trunk circuits from the telephone company, and interfacing circuitry for the server.

DID NuPoint Voice application

A NuPoint Voice application that handles DID lines.

DIL

Direct In-Line; an outside caller can reach a specific extension by dialing the seven-digit telephone number. The caller does not go through an attendant or switchboard.

Digit absorption

Used by the DID NuPoint Voice application, this process ignores leading DN digits not needed for a user’s extension or mailbox number.

Digit offset

Used by the DID NuPoint Voice application, this process adds digits to or subtracts digits from the DN to correspond a user’s extension or mailbox number.

Digital networking

Networking method that transmits voice messages to remote servers as digital files. See NP Net.

Distribution list

A group of mailboxes to which the NuPoint Voice application sends the same message. Distribution lists allows a user to send the same message to a number of recipients at the same time. Users and the Administrator can assign mailbox numbers to distribution lists.

DN

Directory number; a telephone number.

DTMF tone

Dual Tone Multi Frequency; the sounds created by pressing the keys on a pushbutton telephone.

E & M signaling

Ear and mouth signaling; a pair of wires carrying signals between trunk equipment and separate signaling equipment.  The E lead receives, the M lead transmits.

ESMDI

Enhanced Simplified Message Desk Interface; a standard call data packet format used in Centrex applications, with additional features not found in SMDI. used in unified integrations.

ESS

Electronic Switching System; switching equipment used in Bell System COs.

Fax Back

See Fax on demand (below).

Fax on Demand

A automated system whereby a caller can request a document (or documents) to be faxed to them through the use of voice processing. Can be either during the same call, whereby the caller must call the system from a fax machine and press the 'start' button at the appropriate time (so the caller pays for the phone call) - or the system can dial out to a fax machine specified by the caller. Also known as fax-back.

Fax Processing

A generic term to describe the act of receiving, storing, manipulating and transmitting fax information to or from a computer equipped with fax modem hardware.

FCOS

Features Class of Service; a combination of features. By assigning an FCOS to a mailbox, the Administrator determines what capabilities a mailbox has.

Feature bit

The smallest unit of NuPoint Voice mailbox capability, also called a feature or an FCOS bit (avoid the latter term as it is often confused with FCOS). Each feature bit has a number and a name. Example: Feature bit 053 (Keep messages), allows users to store messages in their mailboxes after they have played them. You cannot assign an individual feature bit to a mailbox; you must assign a feature bit to an FCOS and assign the FCOS to the mailbox.

FPSA

Functionally Partitioned System Administration. Server software that prevents unauthorized changes and offers better security.

Functionally Partitioned System Administration

See FPSA (above).

Full-screen interface

An input screen on the server maintenance console where data is entered in different places by moving the cursor around the screen. Items can be changed and then all are saved at the same time. Contrast with scrolling interface.

Give

Ability to send an existing message to another user.

Glare

The condition when a voice processing system goes off-hook to place an outbound call, but inadvertently connects to an incoming call which arrived momentarily beforehand - i.e. before ringing was detected.

Greetings

Information meant to welcome callers when they reach the NuPoint Voice application or a mailbox. Typically, callers hear a general company greeting, directions for using the system and a greeting from a user when they call from outside the system. Administrators, Attendants and users can record greetings.

Greeting-Only Mailbox

Mailbox that does not allow callers to leave a message.

GCOS

Group Class of Service; a method of restricting communication between mailboxes. By assigning a GCOS to a each mailbox, the Administrator determines which users can exchange messages. There are two types, affinity GCOS and bitmapped GCOS. An affinity GCOS consists only of a GCOS number, whereas a bitmapped GCOS is a set of groups. A bitmapped GCOS can have from 0 to 128 groups.

Group

A component of a bitmapped GCOS. A single group has no intrinsic meaning; it simply acts as an “on/off” switch within a bitmapped GCOS. You cannot assign an individual group to a mailbox; you must assign a group to a bitmapped GCOS.

Guest mailbox

A temporary mailbox set up by a subscriber for guests. Used in the hotel/motel environment.

GUI

Graphical User Interface

Hard play prompt

An instruction from the NuPoint Voice application that cannot be interrupted by pressing a key on the telephone keypad. The keypress must send a DTMF tone to NuPoint Voice before it will interrupt the instruction. See also Prompts.

Idle mailbox

A mailbox that has been created and assigned but which has not yet been logged into.

Inband

(As in inband signaling) Used to describe the transmission of additional data concerning a telephone call (such as the called party identity), within the signaling bandwidth of the voice channel. An example of inband signaling is where a PBX sends information as DTMF tones.

Integration

Hardware and software used to interface the server with a specific PBX or switch. Allows the NuPoint Voice application to know what telephone number was originally dialed, for example.

Internal outdial index

See Outdial index.

ISA

Industry Standard Architecture. The standard 16 bit bus architecture used in PCs.

IVR

Interactive voice response, used in telephony applications in which a user interacts with a computer by pressing touch-tone keys in response to a set of recorded choices. IVR systems are used for creating automated banking statement services, providing train and movie schedules, and such. IVR systems can also use a text-to-voice synthesizer to increase its repertoire of responses.  Interactive Voice Response system - a system which allows a caller to access computer based information and possible to change that data or initiate requests. The most widely known IVR application is telephone banking.

Keep

The ability to store a message for future playing.

Keypad

The set of pushbuttons on a telephone set.

Keypress

Data entry using a telephone keypad.

LAN

Local Area Network. Used to link computers together, within an office or building.

LCOS

Limits Class of Service; a set of options that restricts the capabilities of a mailbox. By assigning an LCOS to each mailbox, the Administrator determines the controls, or limits, on a mailbox.

Limit

A single restriction on one of the capabilities of a mailbox. Limits may be on such things as time length of messages and number of messages per mailbox. You cannot assign an individual limit to a mailbox; you must assign an LCOS.

Line

Telephone line input to a NuPoint Voice port.

Line card

Hardware circuit board in a server with ports for each telephone line. The line card interfaces between the caller and NuPoint Voice software.

Line group

A set of one or more lines that are configured the same way. Line groups are assigned to specific applications such as the NuPoint Voice application or the Pager application.

Login

The process of entering a (1) passcode from the telephone keypad to use various server functions from within a mailbox; or (2) a user ID then a password at a server maintenance console to gain access to menus, if FPSA is activated; or (3) a user ID and then an optional password at a server maintenance console to gain access to menus, if FPSA is not activated.

Logout

The user’s process of exiting (1) a mailbox by entering the proper command from the telephone keypad; or (2) from the server maintenance console, by selecting Exit when in the Main Menu.

Mailbox

The area set apart for each user’s messages, distribution lists, and other options.

Mailbox owner distribution list

A distribution list created by a user, assigned to that user’s mailbox, and not accessible to any other server user.

Mailbox passcode

A mailbox security feature that requires a numeric security code to verify a mailbox owner’s access to a mailbox; can be used whether FPSA is activated or not. Contrast with password.

Main Menu

The first and top-level set of choices that the NuPoint Voice application offers people who have voice mailboxes in the server and are logged into it (for example, users).

Master feature bit

A feature bit that must be included in an FCOS in order for related features to work. For example, if you include feature bit 021 (Make and request receipt) in an FCOS, you must also include the master feature bit 020 (Make messages).

Master distribution list

A distribution list created by an Administrator (which is assigned to the Administrator’s mailbox), accessible to many users with the proper FCOS.

Menu parameter

A particular menu choice whose value you can alter through the server console.

Message

Also voice message; a voice recording left by users and callers in a mailbox, and stored by the server.

Message delivery

A message waiting indication that places a telephone call to a user, asks for a passcode, and plays the user’s messages.

Message of the day

The “message of the day” is actually a greeting. Mailbox users hear it when they log in. It is stored in the Attendant’s mailbox.

Message Waiting Indication/Indicator

See MWI.

Message waiting type

A number used to indicate which form of MWI is being used by a particular mailbox.

Modifier

NuPoint Voice characteristics common to all applications. Changing them alters the behavior of the application. Example: Dialing plan.

Module

An individual processor (CPU) and attached components on a server. The server can have between one and four modules. Modules are sometimes called “hosts.”

MVIP

Multi Vendor Integration Protocol. A digital bus used to carry voice and fax information between voice and fax processing components from different suppliers within a PC. Supports up to 256 individual voice channels.

MWI

Message waiting indication/indicator; a way to inform users of new messages. Examples include pagers and message waiting lights. There are 3 message waiting indication parameters for each mailbox, and each can have both a primary MWI and an alternate MWI.

NCOS

Network Class of Service; a mailbox option that controls access to network features. Examples include the ability to send, receive, or give messages across the network, and access to urgent or batch queues when sending messages.

New user tutorial

See Standard tutorial.

NP Forms

Voice forms; question and answer mailboxes.

NP Net

An optional feature used for digital networking a server.

NP Receptionist

An optional feature that allows callers and users to reach extensions by keypad inputs. This is the only application that can be assigned to a line group that already has another application configured.

NP TDD

An optional feature for the server that furnishes English prompts for a TDD. This functionality allows the hearing-impaired to use NuPoint Voice software.

NPA

A communications industry term for the area code of a DN.

NPA/NXX screening

A communications industry term for restricting telephone calls based on the area code and exchange. See NPA, NXX, and RCOS.

NuPoint Voice application

The basic software application for the server that provides voice messaging.

NuPoint Voice superuser

When FPSA is activated, persons have access to the Change Password option in the FPSA Menu and to all options in all other menus. This classification is the second-widest level of access.

NuPoint Voice tutorial

See Standard tutorial.

NXX

A communications industry term for the exchange (prefix) of a DN. The exchange follows the area code and is a grouping of telephone numbers coming from the same CO.

Off-system messaging

See Call placement.

Optional feature

A capability that is not included in the base NuPoint Voice software, and must be specifically configured.

Outcall

See Outdial (below).

Outdial

Creation of DTMF tones by the server when it originates a telephone call, such as when paging a user.

Outdial index

A number from 0 to 15 that indicates which pager system to use. There are three available outdial indexes: internal, billed, and unbilled. This information is set up in a user’s mailbox. Formerly called “pager system access code index.”

Pager

Also radio pager; the device activated by a Paging system.

Pager application

The NuPoint Voice application that allows paging, message delivery and call placement.

Pager number

A dial string used to dial a pager. Used with the outdial index and the post-pager number, all three of which are stored in the user’s mailbox.

Pager system

A dial string used to access a group of pagers. This information is stored when configuring the Pager application. Referred to by the outdial index, and used with the pager number and post-pager number to reach a particular pager. Sometimes called “access code.”

Pager system access code

See Outdial index.

Paging

Process where the NuPoint Voice application outdials a pager number to activate a user’s pager when a new message is received.

Parent mailbox

Mailbox that routes users and callers to child mailboxes. Parent mailboxes must contain a distribution list so that the server knows how to route users and callers. Parent mailboxes can be broadcast, rotational, or tree mailboxes.

Passcode

See Mailbox passcode.

Password

A server security feature consisting of an alphanumeric code required during login to verify a user’s access to server menus. See also mailbox passcode.

PBX

Private Branch Exchange; a business telephone system, usually on premises, that switches calls from public telephone network to stations in the system.

Permission category

When FPSA is activated, one of five levels of access that the server superuser assigns to NuPoint Voice superusers and console users. At least one category is associated with a user ID and every server menu.

Phoneline exceptions (LEs)

Parameters that tell the NuPoint Voice application how to handle phone lines, in terms of dialing speed, voltages, etc.

Play message

To listen to a voice message.

Played message

A message which the user has heard and decides to keep.

PMS

Property Management System. Integrated with a server, allows mailbox creation directly from the PMS.

Port

A physical hardware connection. A server port is the physical telephone line connection to the server. Also see Serial port.

Post-pager number

A dial string used to control a pager, either to display a set of numbers or to enter special codes. Used with the outdial index and the pager number, all three of which are stored in the user’s mailbox.

PRI

Primary Rate Interface. A term used to describe an ISDN connection based on E-1 or T-1 trunks. Provides 30, 64K bits per second voice or data streams on E-1 (European) circuits or 23 64K bits per second voice or data streams on T-1 (USA) circuits. Often referred to in the UK as ISDN30.

Primary MWI

The message waiting indication that is signaled when a mailbox gets a new message. If an alternate MWI is also defined, that one will be signaled if the user does not respond by calling into the server.

Primary pager

The pager that is signaled when a mailbox gets a new message. If an alternate pager is also defined, that one will be signaled if the user does not respond by calling into the server.

Prompts

Recorded instructions that offer options to users and callers. For example, after users and callers reach a mailbox, they may hear the prompt, “Record your message.” Prompts can be given in foreign languages (an optional feature). See also Hard play and Soft play prompts.

PSTN

The Public Switched Telephone Network.

Queue

A group of related messages. Each mailbox should have a queue for unplayed messages, played messages, receipts, and urgent messages.

Receipt

Notification to a user about a message’s status.

Return receipt

Request by a user for notification when a sent message has been played.

RCOS

Restriction Class of Service; a parameter assigned to mailboxes which limit what telephone numbers they can outdial. Limits are placed on the area codes or exchanges a mailbox can outdial. See NPA/NXX screening.

RJ11

Standard US telephone connector.

RJ45

Telephone connector similar to RJ11, but which handles two telephone devices.

RNA

Ring No Answer; a condition where an extension rings but no one answers the telephone.

Rotational mailbox

Information-only mailbox whose prompts are changed on time or usage-sensitive basis.

Scrolling interface

An input menu on the server maintenance console where data is entered one line at a time. You are prompted for each item by the server. Contrast with full-screen interface.

Serial port

A physical interface to a serial data connection. Also see Serial port index (below).

Serial port index

A numeric pointer to the serial port number to be used by an application. This number can be 0 (don’t use), 1, or 2. Each serial port can then be assigned to a device name.

Serial port number

A number assigned to a serial port index that points to a device name. For a CPU serial port, the number 1 or 2 will refer to $term1 or $term2. For a serial port hardware card, the numbers 1 through 32 refer to names $cti1 through $cti32.

Server

The NuPoint Messenger server, both hardware and software used to run NuPoint Voice.

Server administrator

See Administrator.

Server greeting

Initial greeting heard by callers who dial into a voice processing system.

Server maintenance console

The video display monitor and keyboard, (the terminal) connected to the server.

Server superuser

When FPSA is activated, the only person who has unlimited access to all server menus. This classification is the widest level of access.

Service Provider

The individual or company operating the voice or fax processing equipment connected to premium rate lines. The service provider receives a percentage of the telephone call cost from the teleco company and in turn pays the information provider their fee. Of course, the service provider and the information provider can be the same person or company.

Shared extension mailbox

A kind of tree mailbox used when several people share one telephone. Each user has a personal mailbox, which is a child mailbox of the shared extension (parent) mailbox. Callers leave a message by pressing a digit to chose a user.

Site Tutorial

A company-specified tutorial that you can create for your users. It is a form of greeting.

SMDI

Simplified Message Desk Interface. A standard call data packet format used in Centrex applications.

Soft play prompt

An instruction from the NuPoint Voice application that can be interrupted by pressing a key on the telephone keypad. The keypress must send a DTMF tone to the server to interrupt the instruction. See also Prompts.

Standard tutorial

A tutorial supplied that is set to play by default when a new mailbox is created and logged into for the first time. Sometimes called user tutorial, new user tutorial, and NuPoint Voice tutorial.

Station

Telephone set.

System attendant

See Attendant.

T-1

The US equivalent of E-1. T-1 lines operate at 1.544 M bits per second and carry a maximum of 24 voice calls. Similar to E-1, but as there are is no spare bandwidth to carry signaling information robbed-bit signaling is used.

TCOS

Tenant Class of Service; a mailbox option used with the SMDI integration. This feature governs mailbox interaction between user communities.

TCP/IP

Transmission Control Protocol / Internet Protocol. A data protocol for transmitting information between computer systems (usually UNIX based) and across the Internet.

TDD

Telecommunications Device for the Deaf; a terminal used by a hearing-impaired person to communicate over telephone lines. A TDD operator relays information from the TDD to another party, and types in any spoken information, which is sent back to the TDD.

TELCO

The local telephone company, RBOCs (PacBell, Bell Atlantic, Nynex, etc.) are considered a Telco as are the independents like GTE and SNET.

Text-to-Speech

The synthetic generation of voice constructed from pure text input. Text to Speech techniques are used where an IVR system has to speak out information which cannot be pre-recorded (such as speaking out e-mails) or where the data to be spoken would be impractical to have pre-recorded (such as rapidly changing product names, or vast customer databases). The quality of text to speech synthesis is improving, but should only be used when pre-recorded speech cannot, due to its robotic sound and poorer intelligibility than pre-recorded speech.

Tie trunks

Private telephone circuits used to connect two or more telephone systems together, or to connect a telephone system to a voice processing system.

Time stamp

Voice prompts that inform a user of the time and date each message was recorded.

Tip & Ring

Telephony term for the ground (tip) and positive (ring) wires in an electrical circuit. Also known as Tip-Ring or T-R.

Transfer

Moving a call from one station to another within a telephone network or site.

Tree mailbox

Mailbox that routes users and callers to child mailboxes, based on keypad input. Tree mailboxes must contain a distribution list so that the server knows how to route users and callers.

Triplet

A set of three numbers, separated by colons, that refer to a specific line connected to the server. Triplets use the form m:s:p, where m refers to the module number (1-4), s the line card slot number (0-15), and p the port number (starting from 0) on the line card.

Trunk

A telephone communication channel between two points, where one is usually the CO or switching center.

Tutorial

A user option which is a series of detailed prompts that guides the user through simple mailbox operation.

UCD

Uniform Call Distributor; a device to handle incoming calls and distribute them among several agents. Less “intelligent” than ACD.

Unbilled outdial index

See Outdial index.

Unified Messaging

The integration of e-mail, voice mail and fax mail at the desktop.

Universal Mailbox / Unified Messaging

Also called unified messaging, is the concept of unifying all incoming messages onto a single computer screen. A telephony application that offered unified messaging would present a user with a single list showing all new electronic mail, telephone messages, and faxes. Clicking on a telephone message could result in either the telephone ringing with the message, or with the computer's sound card relaying the message. Unified messaging gives users the luxury of scanning their messages, and deciding which to deal with first.

Unplayed message

A message that has not been played (heard) by the user.

Urgent message

A message that is played before normal messages. Messages marked Urgent are put in a different queue and can be treated differently.

User

Also called “mailbox user.” A person who has one or more voice mailboxes in the server and is logged into it. Users may have extensive call processing options, such as play messages, answer messages, give messages, keep messages and use distribution lists. Contrast with server superuser, NuPoint Voice superuser, and console user.

User Distribution list

See Mailbox owner distribution list.

User ID

(User identifier). A security feature consisting of a unique identifier of up to 17 letters that is required as the first step in logging in to a server. The server superuser, each NuPoint Voice superuser, and each console user have a user ID.

User options

Choices that the server announces to users during a call. When a user presses the U key (8 on the keypad) while listening to the main menu, the server presents the user with some or all of these options: name, greeting, passcodes, distribution lists, tutorial, pagers.

User tutorial

See Standard tutorial.

VMUIF

A set of voice messaging prompts used by a number of vendors. This user interface is distinct from the standard NuPoint Voice application user interface.

Voice message

See message.

Voice processing

Generic term for any equipment that can handle voice messages from callers.

WAV

(As in WAV file) - A type of computer file used to store a voice file digitally - commonly used by Microsoft Window's applications. Wave Audio, the Win32 function for handling sound. Windows 95 and NT recognize this file as a sound file and automatically open the sound recorder to play sound files, in some cases voice mail files and recordings of conversations.

Wink

A short interruption in single-frequency tone, showing the CO is ready to receive digits you just dialed.

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