This glossary lists terms or phrases unique to
Glossary of terms
A pre-recorded message heard by system users.
The computerized replacement for a human operator that
answers and directs calls by playing greetings and
responding to touchtones. An automated attendant acts
like a "super receptionist" who works at
computer speed 24 hours a day.
Automatic Number Identification (ANI)
The name used by U.S. exchanges for the system that
identifies the calling number. (See Calling Line
This gives a system subscriber the option to block all
calls to his or her numbers. Callers are
automatically sent to voicemail and are given the
option to leave a message.
Any location within a company where quantities of
incoming and/or outgoing calls are handled by people,
telephones, and computers.
The technology whereby telephone and computer systems
work together to handle incoming calls; including
receiving the call, transferring it to the proper
extension, and/or taking a voice message.
When an extension is busy, the callers are given the
option to hold, leave a message, or try another
Call Screening / Call Whisper
Call screening will ask the caller
for a name before forwarding the caller to you. When
you answer, the system announces that you have a
caller waiting and plays the name. You then have the
option of taking the call or not.
Calling Line Identification (CLI)
The name used by exchanges outside of the U.S. for the
system that identifies the calling number. (See
Automatic Number Identification).
Computer Telephone Integration (CTI)
The technology that connects a computer to a telephone
system and lets the computer take control of the
Enhanced Services Platform. A communications platform
that enables network service providers to offer
enhanced services, such as voicemail, unified
messaging and personal assistants.
A communications solution that integrates proprietary
groupware databases and directories with a client
application to deliver all voice, fax, and e-mail
messages into a single inbox. Users can manage all
their messages from one inbox, however, their messages
are housed in disparate stores, and they must access
separate directories to address different types of
Interactive Voice Response (IVR)
A voice processing system that interfaces with a
database to provide callers with specific information.
Callers input their unique identifying data—either
by pressing certain digits on the touchtone telephone
or via speech recognition—and the system responds
with the requested information. Banking by telephone
is an example of an IVR application.
Live Connect / Follow Me / Find Me
When a caller attempts to reach you
via live connect, the voicemail calls you at your home,
office, cell phone, or any other number you specify
and connects you with the caller.
The voicemail will either call all numbers
simultaneously (shotgun) or will try each number in
sequence (cascade). While you are being located,
your caller is on hold listening to your selection of
hold music. When you are contacted, the
voicemail has the option to announce the name of the
caller and let you choose to talk to the them or send
them to voicemail.
Your voicemail system will locate
you at your office, home, cell phone, or at any other
telephone and immediately deliver new messages the
minute they arrive. This feature can be
configured so that it accommodates your schedule.
You have complete control over the time of day and day
of week that each number is called. When the
system finds you, it will request that you enter your
password for verification, and then it will deliver
any new messages that have arrived. This feature
will also work with your pager for message
Private Branch Exchange. A private telephone switching
system located on a customer premises that slows calls
from outside to be routed directly to the individual
instead of through a central number. A PBX also allows
for calling within an office through 4-digi extensions
and provided pooled access to a group of access lines
typically by dialling 9 form an internal, station set.
A point of access to a telephone system, a computer,
or a network.
Prerecorded messages or instructions within a voice
messaging system that are designed to guide the caller
through the system, e.g., "If you know your
party's extension, you may enter it at any time during
Switched Telephone Network. The circuit-switched
telecommunications network commonly accessed by
ordinary t telephones, key telephone systems, PBX
trunks and data arrangements.
Small Office Home Office. A business with very few
employees usually a one, from home.
The ability of a voice messaging application to
understand human speech and transfer it into digital
or analog signals.
Telephony Application Programming Interface (TAPI)
A set of guidelines developed by Microsoft and Intel
Corporation for connecting individual PCs directly to
telephones. TAPI is designed for small business
Telephony Services Application Programming
A set of guidelines for software developers, produced
by AT&T and Novell, Inc., connecting a corporate
telephone system with a computer network's server.
TSAPI is designed for use in large business networks.
When you call to retrieve your
messages and hear two rings, it means that there are
no new messages. Simply hang-up during the second ring
and save the toll charges. If there are new messages,
you will hear your own greeting pick up after the
Unified Messaging/Universal Mailbox
A single point of access for all messages, including
voice, e-mail, and fax communications. By having all
messages stored in one location rather than three
separate ones, users can better control and manage
A message that is left in the caller's own voice and
retrieved by the user at their convenience from any
touchtone telephone. Voice mail has been found to be
more effective than written messages because it keeps
calls confidential, simplifies decision making, saves
time and money, eliminates inaccurate messages and
telephone tag, and allows people to use their time more