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Glossary
GL-2 Issue 4 September 1995
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’ form should 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, look-ahead interflow information (if any), and the digits collected
via Call Prompting (if any).
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 non-ACD related activities, such as breaks.
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 auto-in or manual-in work mode, and is not on a call.
Average Speed of Answer (ASA)
The average amount of time it takes before calls have been answered.