Glossary
In terms of network services, answer supervision is a feature offered by the network provider on certain types of trunks. When the network returns answer supervision for a particular trunk group, the ‘Answer Supervision’ field on the ‘Trunk Group’ form should be set to a yes. The ‘Answer Supervision Timeout’ field on the ‘Trunk Group’ formshould be set to a large value in this case.
ASA
See Average Speed of Answer (ASA).
ASAI route request message
The information provided by the switch for the adjunct processor that the latter can use to first access a database and then determine a route for the call. The message contains the calling number information, the called number from DNIS, the called extension forwarded to the VDN, the routing VDN, the call identifier,
Audio Information Exchange (AUDIX)
A voice mail service that allows users to record, edit, store, forward, and retrieve voice messages to and/or from other users.
AUDIX
See Audio Information Exchange (AUDIX).
Auto-In work mode
An ACD agent work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call.
automated attendant
Call prompting application that allows the caller to route to the extension of the party that the caller would like to reach. The caller may also be prompted to enter digits that are not an actual extension, but allow the call to be routed to the appropriate destination.
Automatic Call Distribution
A PBX feature that distributes incoming calls to hunt groups (called splits or skills) of available agents. ACD hunt groups may be assigned with a queue for when all agents are busy as a call arrives, the call will be queued and wait for an available position. Once an agent becomes available, the call will be routed to the position.
Automatic Number Identification (ANI)
A general industry term referring to knowledge of the calling party number (CPN). When the calling party is behind a PBX, the number provided can be either a billing number (BN) for the PBX or the Calling Party Number (CPN). See also Billing Number (BN), Calling Party Number (CPN), and Integrated Services Digital Network (ISDN).
Automatic Message Waiting Lamp
A device that, when lit, notifies an agent that a caller has left an AUDIX message.
AUX work mode
See Auxiliary Work (AUX) mode.
Auxiliary work (AUX) mode
An ACD agent work mode that indicates the agent is unavailable to receive any ACD calls for the specified split/skill. This work mode is used for
available agent
An agent that is available to receive a call through an ACD split/skill (ACD call). The agent is available if logged in and in either the
Average Speed of Answer (ASA)
The average amount of time it takes before calls have been answered.
