CAI Common Air interface. An interface for CT2 digital cordless communications, developed in the UK and adopted by the DTI and as a European standard. CAI allows the inter-working of CT2 handsets and base stations from different vendors.
CALL BARRING This allows you to bar extensions from calling certain numbers. For instance, some extensions could be barred from dialling international calls, directory enquiries and premium numbers. It is possible to limit access to handsets via a PIN number.
CALL CENTRE A Call centre is a business function, usually comprising a set of ACD agent groups, dedicated to servicing transactions over the telephone.
CALL DIVERT/CALL FORWARD Call divert allows you to redirect calls to other extensions or locations on a private network. This facility can be activated according to your needs. You can divert calls if your extension is busy, if it is unanswered or if you are going to be away from your desk for a period of time. Some systems allow a sophisticated type of call divert known as ‘trunk to trunk’ which allows you to redirect calls to an external number such as you home or your mobile. Some of these functions are only possible via ISDN.
CALL HOLDING REMINDER This feature reminds you that you have put a call on hold if for instance the extension to which the call was transferred is not answered. The reminder can he audible, or a flashing light which alerts you after a period of time.
CALL LOGGING Call logging enables a system to record details such as the telephone numbers dialled from each extension, the call duration and the date and time. This can be useful for keeping an eye on unauthorised use of your telephone. It can also be useful for account purposes enabling you to easily monitor calls made on behalf of particular clients so that they can be billed later. Basic call logging downloads call information to a printer but more sophisticated call management systems can give you a detailed breakdown of when numbers were called, their duration and how much they cost. Some call loggers systems are simply software running on a PC connected to the V24 port on you telephone system.
Call Logging Equipment can be optionally added to log all incoming and outgoing calls
CALL PARK Call park allows users to place calls in ‘park’ so that they are out of the way of the main call traffic. The calls can then be accessed by keying in a code when the required extension becomes available. If a call remains in ‘park’ for longer than a pre-programmed interval, the system re-calls the extension or the operator who initially parked it.
CALL PICK UP Call pick up allows you to answer calls from other extensions by keying in a code or pressing a key, so that you don’t have to walk to the phone to answer it.
CALL WAITING Call waiting lets you know there is another caller waiting to get through to you. You can elect to answer this call you can also switch between calls.
CALLBACK If the extension you call is busy you can make a call-back request, this means that a return call will be made automatically when the busy extension becomes free so that you don’t have to keep on dialling the number.
CALLPATH A standard for CTI closely, but not exclusively, associated with IBM.
CALLSCAN Callscan is a product name of a management information system for the ACD an a telephone system. Callscan has two available modes, single-user and multi-user.
CAMP ON BUSY This is the same as call-back, with the added advantage that your place has been reserved when the busy extension becomes free.
CAS Channel Associated Signalling. A transmission protocol by which data for each channel is passed in specific time-slots.
CAT Computer Assisted Telephony (See CTI).
CCS Common Channel Signalling. The use of a dedicated channel for the transfer of signalling information relating to a number of other channels.
CCS Cent Call Seconds. A unit of traffic intensity equal to the average number of calls per hour assuming a mean holding time of 100 seconds. Therefore, 36 CCS are equivalent to 1 erlang. Also known as Hundred Call Seconds (HCS).
CDS Caller Display Service. BT’s method of delivering calling line identity into the home and small businesses.
CIL Call Information Logging. Automatic recording of telephone calls made on a PBX system with details of call (e.g. date, time, extension number, and duration), for use in call accounting or billing.
CIT Computer Integrated Telephony (See CTI).
CLASS OF SERVICE Class of service defines the telephone facilities available to extension users CLI Calling Line Identification. Information passed through the public or private telephone network which provides an indication of the calling party’s telephone number to the PBX and which can be displayed at any system specific display terminal.
CLIR Calling Line Identification Restriction stops Caller Line Identification so that your number remains anonymous.
CONFERENCE CALL Conference call enables telephone conferences to be set up between three parties or more. It is wise to ensure that this facility is not limited to just internal conferencing between extensions, but can include external calls. ISDN significantly increases the functionality of call conferencing.
CPU The Central Processing Unit is the control box of a telephone system. The CPU contains cards that determine what the system is capable of doing for example the number of exchange line and extensions it can handle, voice mail, music on hold etc. The size of the CPU is a very important factor when considering future proofing your purchase.
CSTA Computer Supported Telecommunications Applications. A standard for the protocols used across the link between computer and PBX. Originated in Europe by ECMA. Also used as a general term for the CTI area. (See CTI)
CT2 Cordless Telephone (second generation). A world-wide standard for digital cordless telephony. As established in the UK, CT2 uses 4MHz of channel frequency between 864.150 MHz and 868.05MHz.
CTI Computer Telephony Integration is the term used to describe the connectivity of computers with telephone systems. This interrelationship between computers and telephony has many names including CSTA, CAT, CIT and ICAT. Although potentially extremely powerful, it can be very complicated so it is vital that you spend time understanding exactly what you want to achieve and how it’s to be implemented.
