                               PC Based PBX Terms
                           by pbxphreak <chris@lod.com>

ACD - automatic call distribution systems distribute incoming calls among
      banks of call handling agents. They manage queues of on-hold callers
      and use flexible call balancing algorithms to determine which agent 
      recieves each call
    
Automated Attendant - auto-attendant is a software module that lets you
                      create voice menus to handle incoming calls.
                      Auto-attendants provide a large selection of
                      call-routing and notification options, as well as
                      the ability to create complex multilevel menu 
                      systems.

Caller ID popups    - are floating windows that appear on the user's screen
                      when an incoming call arrives. Using Caller ID and
                      stored database records to identify the caller, they
                      let users screen incoming calls and define caller
                      specific greetings and routing procedures.

Call notification   - is a phone-system feature that sends an automatic alert
                      via pager, by fax, or to an internal or external phone
                      number when a user receives voice mail.

Console programs    - are applications that let administrators, operators and
                      users manage calls with a mouse or keyboard but without
                      using a telephone touch pad. Calls may appear in pop-up
                      windows, in drop-down lists, or in any of the ways that
                      windows applications can display information. Better
                      phone systems include remotecontrol console applications
                      accessible through a connection to the Internet.

Extensions          - are virtual phone numbers assigned to a PBX's internal
                      lines. In most cases, each user's telephone handset has
                      a unique extension number.

IVR                 - interactive voice response systems add database
                      functionality to a standard auto attendant. They can
                      be used to create sophisticated voice applications that
                      report bank account balances or look up credit card
                      transactions.

Operator            - is a live person who manually receives and transfers
                      calls, sets up conference calls, and performs other
                      call-handling operations. Most PBX systems can be run
                      with an operator, an auto attendant, or both.

PBX                 - private branch exchange is an in-house phone system
                      that uses switching functions to share a relatively
                      small bank of trunk lines among a larger number of
                      extensions. Modern PBXs also include extensive
                      selections of call-handling, routing, and notification
                      features.

PBX administrator   - person who manages the phone system, performing tasks
                      such as adding and moving extensions, configuring
                      features, training users, and resolving hardware and
                      software problems. In smaller businesses, the
                      administrator may act merely as a liaison to
                      manufacturers and service organizations that perform
                      these tasks.

Port                - is a physical interface that can be connected to either
                      a trunk line or a telephone extension. In a PC PBX,
                      ports are provided by add-in telephony cards.

PSTN                - public switched telephone network is a public telephone
                      system.

T1 line             - is a high-speed 1.5-Mbps phone line that can carry 24
                      analog phone calls at a time. Most carriers offer T1
                      trunks for a fraction of the cost of 24 single-channel
                      lines.

Toll quality        - is the quality of sound produced by traditional analog
                      telephone systems.

Trunk lines         - are external phone lines leased from your local phone
                      company.




