BusinessPhone – ACD Agent

## Glossary

##### Abbreviated Number Dialling

Initiating a call to a pre-programmed number by dialling a code or pressing a key.
Short numbers can be:

1. Common, which means that all extensions can use them.
2. Individual, which means that they are programmed and used by each extension separately (14 numbers).

See section Abbreviated Numbers.

##### Account Number

To place call cost on an Account Number. See section Other Useful Features.

##### Automated Attendant

A facility which sends voice instructions to internal and external callers, providing all options which can be chosen. Voice instructions lead the caller to the desired destination. See section Other Useful Features.

##### Callback

An indication to a busy extension, to inform the person that you want to speak to him/her.
See sections Messages and Outgoing Calls.

##### Camp-on

To place (queue) a call to a busy extension.
See section Outgoing Calls.

##### Counter

The counter keeps track of the time and cost of your calls. See section Call Metering.

##### Dial-by-Name

Initiation of a call by operating a single key.
Internal numbers (or Common Abbreviated Numbers) can be stored on each extension.
See section Abbreviated Numbers.

##### Direct Inward System Access (DISA)

If you are working externally, the DISA function enables you to make external calls (long distance) via the company PBX. You only pay for the call to your company. See section Other Useful Features.

##### Directory number

Numbers with 1 – 8 digits which are assigned to extensions or external lines or as Common Abbreviated Numbers.

##### Diversion

Incoming calls to an extension are diverted to another directory number (extension, Common Abbreviated Number or the operator).
There are three possibilities:

1. Direct, which means that all calls to an extension are forwarded directly.
2. On no reply, which means that a call is forwarded if it is not answered within a certain time.
3. On busy, which means that a call is forwarded if the extension is busy.

See section Call Forwarding.

##### Diversion Bypass

This is useful for letting urgent calls through to an extension where diversion is active.
See section Call Forwarding.

##### Extension

All telephones connected to the PBX have a unique internal number (up to 8 digits). If your telephone is equipped with a display, you can see your number.

##### Function code

A digit code that corresponds to a specific function.

##### Hold

To put a call on hold. See section During Calls.

##### Information

Internal callers are informed about absence and time of return. External callers are diverted to the operator, where the same information is available. Information can be of two kinds:

1. Pre-programmed text information.
2. Voice information.

##### Intercom

A two-way direct call function between two extensions, for instance an executive-secretary communication.
See section Other Useful Features.

##### Intrusion

To intrude on an ongoing call when a requested extension is busy. See section Outgoing Calls.

##### IP call

Internal call sent via an internal data network (LAN or WAN).

##### ISDN

Integrated Services Digital Network. Provides your system with supplementary services from the public net. See section ISDN Facilities.

##### Least Cost Routing

A function that automatically selects the cheapest way to connect your external call (not necessarily the shortest distance).
See section Least Cost Routing.

##### Loudspeaker Paging

All members of an extension group are paged, i.e. receive a short, sharp tone on the loudspeaker followed by a Voice message from the sender. See section Group Features.

##### Mailbox

The Mailbox system controls the messages that are left for or sent by you when you are absent. See section Messages.

##### Message

A message can be sent to any extension. This is useful when you receive the busy tone or get no answer. There are two kinds of message:

1. Call Me message.
2. Voice message.

See section Messages.

##### Metering

Outgoing external calls can be metered on individual call meters or specified Account Numbers. See section Call Metering.

##### Mute

To switch the microphone temporarily off.
See section During Calls.

##### Night Switching

Used for directing all incoming calls to one extension (answering position), for example when the office is closed. See section Other Useful Features.

##### Password

A four-digit code needed to e.g. block your extension and retrieve messages from the Mailbox system. You can set your own Password. See section Security.

##### PBX

Private Branch Exchange. Your telephone switching system (e.g. BusinessPhone 250).

##### Pre-defined text

Pre-programmed absent information.
See section Absence Information.

##### Third party

A third connection (person), which can be included in an ongoing two person conversation.
The connection can be internal or external.
See section During Calls.

##### Tie line

An external line from the private network.

##### Transfer

During an internal or external ongoing call you can make an inquiry and then transfer the call to another party (internal or external).
See section During Calls and Useful Hints.

##### Trunk line

A trunk line is the same as an external line.
Can be either digital or analog.

© Ericsson Enterprise 2004