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Microsoft Office Communications Server 2007 R2 Glossary of Telephony Terms

Communications Server 2007 R2

Topic Last Modified: 2009-06-22

Office Communications Server 2007 R2 Glossary of Telephony Terms

Attendant: Main Operator extension

Attendant console users who are answering calls for the corporate main phone number can be reached internally by this extension.The best way to implement this functionality with Office Communications Server 2007 R2 is to use Office Communications Server 2007 R2 response group functionality in conjunction with the Communicator Attendant console. Office Communications Server 2007 R2 Response Group Service will route calls using different distribution algorithms to available extensions that are running the Communicator Attendant console. There is no difference for Office Communications Server 2007 R2 if callers are coming from the public switched telephone network (PSTN) or if internal Office Communications Server 2007 R2 endpoints are calling the Office Communications Server 2007 response group Attendant queue.

auto attendant

An auto attendant allows a caller to speak the name of the person to be called and will automatically connect to the person’s extension.Exchange 2007 Unified Messaging (UM) provides with its auto attendant feature provides this functionality to inbound callers. Exchange 2007 UM auto attendant allows an inbound caller to state the name of a designated communication partner and will query Active Directory Domain Services (AD DS) to find the extension of this designated communication partner before actually transferring the call to the destination. If multiple names match, Exchange 2007 UM auto attendant presents all results found, and the caller can pick the appropriate contact.

automatic call distribution

An automatic call distribution (ACD) system automatically routes incoming calls to agents using a variety of different routing algorithms like time based, skill based, priority level based, and traffic based.There is a wide range of scenarios subsumed under ACD functionality. This ranges from simple hunt group distribution algorithms to highly complex call center "follow-the-sun" routing algorithms covering not just calls but instant messages, voice mail messages, and Web requests. The Office Communications Server 2007 R2 Response Group Service has been designed for user help desk scenarios and intelligent hunt group call distribution, but it does not target the market of the professional call center market. For an actual project it is recommended that you check the detailed feature list of Office Communications Server 2007 R2 Response Group Service against the required functionality of an actual scenario to determine whether Office Communications Server 2007 R2 Response Group Service serves those needs.

automatic hold

Calls will be automatically placed on hold by the system when a user is already in a call and accepts a second call without starting a conference call.This feature is provided by Office Communications Server 2007 R2. In every situation where the user has multiple calls at the same time and has not joined two or multiple calls to a conference, all calls will be placed on hold except for the one call in which the user actively participates at any given moment. There is no differentiation for Office Communications Server 2007 R2 if the calls were inbound or outbound calls.

billed calls only: outgoing calls must be collect or third-party billed

Only calls to freecall numbers, calling card calls, or collect calls can be initiated from an extension configured for Billed Calls only.Office Communications Server 2007 R2 Outbound Routing enables you to restrict even single extensions from dialing prohibited numbers. This can be as granular as a single number that can only be dialed from such an extension.

boss-secretary functions: the boss’s phone and the secretary’s phone are linked together

Mainly: Incoming calls to a boss phone number need to be redirected to a secretary’s phone number. This functionality is provided by Office Communications Server 2007 R2. As stated above, the wide range of functionalities that can be subsumed under this set of features has received another dimension with Office Communications Server 2007 R2 as instant messages, video calls, and desktop sharing invitations that are addressed to the boss will also be handled by the secretary first before forwarding to the boss.

call center

A call center consists of agents assigned to call queues for answering incoming calls, monitored by supervisors.While for a small company user helpdesk scenario, sometimes a simple hunt group is sufficient to distribute calls among the agents, a larger company may require a "follow-the-sun" call center with thousands of call center agents placed all over the globe. This said, the functionalities and flexibility of the Office Communications Server 2007 R2 Response Group Service need to be checked against the customer requirements given the fact that there is no hard line where user helpdesk scenarios will turn into call centers.

call forwarding no answer

An incoming call will be forwarded to a defined destination if the user does not answer the call after a specified time.Office Communications Server 2007 R2 provides this functionality.

call forwarding remote activation

A call forwarding settings can be changed by the user without having access to a company private branch exchange (PBX) extension.Office Communications Server 2007 R2 with its remote access scenarios provides this functionality. As soon as the user is connected on the Internet to an Office Communications Server 2007 R2 Edge Server, the user is able to use her client as being in the office. This includes changing of the call forwarding destination. However, it is not possible to dial into Office Communications Server from the PSTN in order to change the call forwarding settings.

call forwarding: unconditional

Incoming calls will be forwarded immediately to a defined destination.Office Communications Server 2007 R2 provides this functionality.

call lists

The PBX phone stores a list of last numbers dialed, received, or not answered.Office Communicator 2007 R2 provides this functionality and stores the list of last dialed and received numbers in an Outlook folder. Missed calls will be shown as Missed Call Notifications in the Outlook Inbox provided by Exchange 2007 Unified Messaging.

call pickup: take a parked call off hold

A previously parked call can be retrieved by a user of the call park group by using call pickup.Office Communications Server 2007 R2 provides this functionality for Office Communicator 2007 R2 and Office Communicator Phone Edition users.

call recording

Ability to record calls.Office Communications Server 2007 R2 allows only for the Live Meeting client to perform a client side recording, which will be stored on Office Communications Server 2007 R2 or a specified network share. The Live Meeting recording will not just capture voice but meeting content as well as notes, Q&A sessions, and video.With Office Communicator 2007 R2 it is not possible to locally record calls.

call toggling

The user is in a call with one party and another party is currently on hold. The user is able to toggle between these two calls while the nonactive call is always placed on hold.Office Communications Server 2007 R2 provides this functionality.

call trace

The route of a call in the PBX will be stored with numbers and times for tracing purposes.With Office Communications Server 2007 R2 all calls are generally stored in the call detail records on the Office Communications Server Monitoring Server and Archiving Server.

call transfer: attended call transfer/announced call transfer

When transferring a call, the user transferring the call is able to speak to the transfer destination before actually transferring the call.With Office Communicator 2007 R2 this functionality is possible by establishing an independent secondary connection to the call transfer destination user. Once the secondary connection has been established the first call (transferee) will be on hold. For connecting the call, the conversation with the transferee needs to be selected out of the call transfer drop-down list in the secondary conversation window. The call will be transferred. Office Communications Server Attendant provides an even better user experience with an attended call transfer.

call transfer: unattended call transfer

When transferring a call the user transferring the call transfers the call to a destination without talking to the destination user beforehand.This functionality is provided by Office Communications Server 2007 R2 with the Office Communicator 2007 R2 and Office Communicator Phone Edition clients.

call waiting

When transferring a call the user transferring the call transfers the call to a destination without talking to the destination user beforehand.This functionality is provided by Office Communications Server 2007 R2 with the Office Communicator 2007 R2 and Office Communicator Phone Edition clients.

call waiting cancel

A secondary (waiting) incoming call notification can be ignored by using the cancel call waiting functionality. Office Communicator 2007 R2 and Office Communicator Phone Edition provide this functionality. Calls can be rejected or forwarded to voice mail, if Exchange 2007 Unified Messaging has been deployed.

call waiting visual notification

Secondary incoming calls will be signaled in the phone display to the user while the user is participating in a primary call.Office Communicator 2007 R2 and Office Communicator Phone Edition provide this functionality. Calls can be rejected or forwarded to voice mail, if Exchange 2007 Unified Messaging has been deployed. With Office Communicator 2007 R2 calls can also answered with an instant message.

calling ID

The Calling Party Number of a call.Office Communications Server 2007 R2 provides this functionality and the phone number of the calling party will be displayed to the user.

computer telephony: technology encompassing many PBX features

Computer telephony Integration subsumes all applications where telephony has been added into PC applications.With the unified communications (UC) API platform, integration of computer telephony into business workflow processes is possible.

conference call

The functionality allows three people or more to hear and speak with one another at the same time.Office Communications Server 2007 R2 provides this functionality, not just for calls but for instant messages, video calls, desktop sharing sessions as well.

consultation hold

A call can be placed on hold so the user can privately consult with others, such as other people in the room.Office Communications Server 2007 R2 supports this functionality.

Cross-site prefixes

A prefix to be dialed in order to use a direct trunk connection between two PBX nodes.

device inventory

A directory containing all PBX boards in the PBX.With Office Communications Server 2007 R2 management tools, it is possible to see the number of Office Communications Server components deployed.

directory services

PBX systems maintain their own corporate directory with association of name and numbers.Office Communications Server 2007 R2 provides this functionality by pulling information out of Active Directory Domain Services.

do not disturb (DND)

Extensions for which the status is set to Do Not Disturb will not receive incoming calls. Incoming calls will be forwarded to voice mail or other destinations, or it will be rejected.This functionality is provided with Office Communications Server 2007 R2. Calls to extensions with presence status set to Do Not Disturb will be forwarded to voice mail provided by Exchange 2007 Unified Messaging.

extension dialing

A short number to dial from one extension to another extension within the same PBX.Office Communications Server 2007 R2 provides this functionality using Outbound Routing Location Profiles.

extension mobility

If a user works from a different workspace than usual in the company, she is able to reconfigure her extension to the phone standing on this temporary workspace by dialing a special code.If the user has a Windows PC on her temporary workspace that is joined to the domain and has Office Communicator 2007 R2 installed, the user is able to use her system credentials to log into her workspace from this PC. With this, she will also receive all phone calls to this workspace.

follow me

This functionality allows a user to type in a code at a random PBX extension that will change the call forwarding setting of the user’s original extension to forward calls to this random extension. Office Communications Server 2007 R2 provides this functionality through the use of Office Communicator Mobile on the user’s mobile phone. Users can also change their call forwarding settings by logging on to Office Communicator 2007 R2 from a domain-joined network PC.

hunt groups

A hunt group is a collection of extensions that will all be rung on an incoming call using a variety of algorithms to influence the order of when to ring which extension. Office Communicator 2007 supports this functionality with a ring-all or ring-all-with-delay routing algorithm. Office Communications Server 2007 R2 Response Group Service provides more sophisticated routing algorithms also based on presence states.

incoming queue

In a call-center environment, incoming calls will be assigned to incoming call queues before being routed to agents of this queue.Office Communications Server 2007 R2 Response Group Service provides this functionality.

IP telephony

An IP network will be used for telephony.Office Communications Server 2007 R2 provides this functionality.

last number redial

By using this functionality the last number which has been previously dialed will be redialed. Office Communicator 2007 R2 and Office Communicator Phone Edition provide this functionality with their recent conversation lists. An interactive voice response system is able to detect voice and DTMF-based inputs to submit user input to a call routing system.

least cost routing

If a company has multiple PBX systems at different locations and the PBX systems are connected with one another using trunk lines, it is possible to configure Least-Cost Routing algorithms in the PBX to define which calls should break out to the PSTN on which corporate site. Office Communications Server 2007 R2 provides this functionality with its Outbound Routing application.

message waiting indicator (MWI)

Waiting voice mails will be signaled to the user with a signal on the mobile device, such as an LED on the user’s phone.Office Communicator 2007 and Office Communicator Phone Edition will show an indicator for newly arrived voice mail messages stored in Exchange 2007 Unified Messaging.

multiple calls

A user is able to receive and initiate multiple calls at a time from the same extension.Office Communications Server 2007 R2 provides this functionality.

music on hold

When a call is put in hold, as in a call transfer or call park situation, music or announcements will be played to the caller on hold. Office Communications Server 2007 R2 provides this functionality only with calls being transferred by Office Communications Server Attendant or Response Group Service.

mute

Mute allows the user to switch off her microphone so that the other party hears silence.Office Communicator 2007 R2 provides this functionality.

night answer/night mode

For example, the main operator is able to route all incoming calls to the main company phone number to a dedicated extension (mobile phone or voice mail) by pressing one function key. This setting can also be time based.Office Communications Server 2007 R2 Response Group service provides this functionality for extensions like the corporate main phone number that are handled by Response Group Service.

PBX automatic line selection

The PBX automatically selects an outside line without having the user decide which line to use.Office Communications Server 2007 R2 provides this functionality.

PBX Automatic Redial, Ringback, Call completion on busy subscriber, Camp on

This feature allows a caller to automatically receive a notification when a previously called, formerly busy subscriber hangs up.Office Communicator users on Office Communications Server 2007 R2 can tag users for presence change alerts. This means that if the designated callee changes her presence state, the calling user will be notified. The calling user is now able to call the designated callee. However, the call will not be initiated automatically by the system.

PBX custom menus: customized option menus for an automated attendant

If an automated attendant is combined with an interactive voice response system, there are possibilities for the caller to select different options by using DTMF tones. For example, "press 0 for operator".With Office Communications Server 2007 R2 it is possible to configure Response Group Service to accept incoming calls to, for example, the main company line first and then if the user, for example, knows the name of the called party, it could be forwarded to the Exchange 2007 Unified Messaging auto attendant.

PBX failure alarm

If the PBX fails, a remote alarm will be rung.All Office Communications Server components are essentially Windows services. Therefore, all tools and routines to monitor services with a Windows system management environment will also apply for Office Communications Server 2007 R2.

PBX incoming only

PBX extensions or trunk lines can be configured to just allow incoming calls and no outgoing calls.Office Communications Server 2007 R2 provides this functionality with its Outbound Routing application.

performance measurements

A PBX system can provide statistics about its usage and overall performance parameters.Office Communications Server 2007 R2 provides this functionality with its Monitoring Server role.

restricted extension

This is a general term covering all extensions that are in any way restricted for incoming or/and outgoing calls. Office Communications Server 2007 R2 provides this functionality for outgoing calls only.

screen pop

As part of a Computer Telephony Integration solution a screen can pop up on the user’s PC in conjunction with an incoming call providing call assisting information.Office Communications Server 2007 R2 provides this functionality for calling party name and number. Other data can be displayed by using the UC API platform.

Separate CDRs for each call leg

In particular in call transfer situations it is necessary to track calls separately in the call detail recording (CDR) records for easier identification.Office Communications Server 2007 R2 provides this functionality with its Monitoring and Archiving server roles.

Skill based routing

Skill-based routing routes calls in a call center environment to the most optimal group of agents for answering.Office Communications Server 2007 R2 provides this functionality with its Response Group Service to certain extent.

softphone

Skill-based routing routes calls in a call center environment to the most optimal group of agents for answering.Office Communications Server 2007 R2 provides this functionality with its Response Group Service to certain extent.

speed dial

Speed dial is a functionality where the user can either hit a phone button or the user can enter a short code on her phone in order to dial a preconfigured number.Office Communicator 2007 R2 and Office Communicator Phone Edition provide this functionality with their contact lists.

toll restriction: limit calls to certain numbers

Only numbers from a specified list can be dialed.Office Communications Server 2007 R2 provides this functionality with its Outbound Routing application.

video two way call

A call with video and voice between two video-capable devices.Office Communications Server 2007 R2 provides this functionality with its Office Communicator client.

voice portal

Callers dialing the number of a voice caller will receive prerecorded or live auto-generated messages (for example, traffic alerts or time).Office Communications Server 2007 R2 provides this functionality with its Response Group Service.

voice mail

Callers dialing the number of a voice caller will receive prerecorded or live auto-generated messages (for example, traffic alerts or time).Office Communications Server 2007 R2 provides this functionality with its Response Group Service.

web-based moves, adds and changes

The PBX provides a Web application that allows the administrator to perform user configuration via a Web browser.Office Communications Server 2007 R2 provides this functionality through Microsoft Management Console (MMC).

welcome message

For incoming calls to, for example, the company main line, a prerecorded welcome message will be played to all incoming calls.Office Communications Server 2007 R2 Response Group Service provides this functionality.

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