Overview
The most important Volt Delta UK Terms and Acronyms that you should be familiar with.
Terms & Acronyms
Term | Definition |
Abandoned Call |
Abandoned calls are calls that are abandoned or disconnected before reaching/connecting with the agent. Both inbound calls and outbound calls can be abandoned. Outbound calls can be abandoned due to no agent being available at the time and the ACD dropping the call. Inbound calls are generally abandoned when the caller disconnects prior to connecting with an agent like hanging up due to being frustrated with the excessive wait time. |
ACD | Automatic Call Distributor |
ACL | Access Control Lists |
ACP | Announcement Control Process |
ACP Console | Provides a graphical user interface (GUI) that enables you to enter and edit configuration data that controls the ACP2000. With the ACP Console, you can remotely administer the ACP2000. |
ACP Database | Contains tables that store ACP2000 configuration information and tables that support call processing. The ACP database resides on the ACP server. |
ACP Health Monitor |
The ACP Health Monitor software monitors the ACP2000, DCNM, DLM, WSCP 2000, and X.25 Relay applications for errors malfunctions, and failures. Event messages created by the ACP Health Monitor appear in the ACP Console. The ACP Health Monitor also sends event messages to a Server and Application Monitor (SAM) Agent. |
ACP Server |
Performs call processing functions. |
ADS |
Active Directory Services |
Announcements |
Announcements played by the Voice Feature Node 3 for Call Distribution Server (VFN3-CDS) are composed of recorded vocal words or phrases called prompts. VFN3-CDS announcements can do any of the following:
Caller sessions on the VFN3-CDS often include more than one type of announcement. The VFN3-CDS application uses a scripting language to control both the playing of the announcements and the interaction with the caller. |
BCS |
The Business Category Search (BCS) system provides business Directory Assistance (DA) information. |
CAAS |
Centralized Audio Administration System |
Call Match (IVR) |
The CallMatch feature in Content Manager is used to configure the Enterprise Call Match feature operation. The IVR application |
Call Recording (IVR) |
The call recording feature determines whether calls are recorded and saved on a server for later review. Note: The call recording feature is available if it is included in the IVR application. Additionally, VoltDelta must configure this feature in the Delta On-Call processing software settings. |
Call Recording Management |
Service used to housekeep audio and video recording files and processes the video recording files |
Call Recording Presentation (CRP) |
Uses Call Recording Data service to retrieve the information from the database(s). |
Call Information Server (CIS) |
The Call Information Server hosts the Call Information (UMIS) & Dynamic Reporting databases for the system. The Call Information Server receives data from the Call Distribution Systems. |
CCI |
Content Control Information |
CCS |
Call Control Service |
CDS |
Call Distribution Server (Controls the MGS switch and communicates with the ERG server to perform call control) |
CIS |
Call Information Server |
CIS Data Receiver |
CIS Data Receiver gets UMIS data from the CDS (CCDI/TCP) and MSMQ. |
CLI |
Caller Line Identification also referred to as Originating Address (CLI) in the OMP Advanced Find for Call Records. |
Connect Express |
Provides switching services and a voice-over-IP-based automatic call distribution (ACD) system. |
Content Manager (IVR) |
DeltaDialog Content Manager provides the ability to modify the |
CPI |
Call Processing Interface |
CRP |
Call Recording Presentation |
CSA-MMR |
Call Service Agent Multi-Media Router |
CSS |
Call Screening Server calculates call treatment values and determines if a DA query is either local or long distance for the caller. Call treatment values determine specific services, such as a customized announcement, based on call characteristics, such as the trunk group that the call arrived on. The CSS performs the following functions:
The CSS is typically located at the data operations center or the VoltDelta Hosted Solutions data center. |
CT |
Call Treatment |
DCNM |
Database Change Notification Manager receives notifications of insertions, updates, and deletions to the ACP database and the Device Location Manager (DLM) database. |
DeltaACD 2.0 |
DeltaACD 2.0 is a VoltDelta-hosted platform within which call and message distribution and management applications run. This platform provides the hardware, software, and networking capabilities required to run voice applications. The Content Manager application editor is an example of an application that runs within the DeltaACD 2.0 platform. |
DeltaCast Outbound Campaigns |
An outbound campaign is an application that, for commercial purposes, automatically calls telephone numbers of contacts, plays a series of audio announcements to each customer, and accepts input from the persons contacted. |
DeltaCheck |
DeltaCheck is a VoltDelta web-based application that allows customers to create and edit telephone surveys from start to finish conveniently. Once a survey is activated, it is available for callers to use. With DeltaCheck, customers can easily select, change, and resequence the questions for a survey at any time. They can record audio prompts for the survey questions and upload them to the VoltDelta server to use in surveys. DeltaCheck captures caller responses to surveys in either speech or DTMF format and compiles the responses into a set of viewable reports. In these reports, a graphical overview is accompanied by detailed information on each call. All evaluations can be compiled online, or the data can be downloaded in a specified format. |
Dialogic |
Dialogic provides a cloud-optimized communications technology for real-time communications media, applications, and infrastructure to service providers, enterprises, and developers. Dialogic products are sold directly, as well as through a network of distributors, resellers, and partners, and supplied to OEMs. Customer's using Dialogic MSPs with Volt Delta UK |
DIMM |
A DIMM or dual in-line memory module, commonly called a RAM stick, comprises a series of dynamic random-access memory integrated circuits. DIMMs are found in the Dialogic MSP and could need replacing. |
DirectoryExpress |
Provides national directory assistance listing data. DirectoryExpress is the most-used and highest-quality national telephone listing database with over 150 million U.S., Canadian, Puerto Rican, and toll-free listings. DirectoryExpress White Pages White Pages databases The White Pages databases contain listing records that include telephone numbers, names, and addresses for businesses, residences, and government agencies. |
DLM |
Device Location Manager acts as a repository of process and device information. Processes and devices for which information is stored in the DLM include the ACP2000s, switches, switch links, operator workstations, and VFNs. Some processes and devices automatically register with the DLM. The DLM resides on a separate DLM server. |
DLM Database |
Device Location Manager Database contains tables that store the identifier, Internet Protocol (IP) address, and other characteristics of processes and devices in the network. The DLM database resides in the DLM server. |
DMS-TOPS |
Digital Multiplex System In systems that include a DMS-TOPS switch, the OGS, and the DMS-TOPS switch exchange Open Automated Protocol (OAP) data. When a call arrives at SXP, the VFN3 performs branding, caller preferences, and service selection. The call is then connected to an ASR provider. When the ASR identifies one or more listings, the listings are sent to the ACP for the announcement by VFNs. If the ASR provider cannot identify listings to announce automatically, the call is forwarded to the DMS-TOPS for Operator assistance if a call results in an n-Best list that exceeds the size configured for the ERG-Host, the ERG-Host stores the n-Best listing data in its local disk. An n-Best list is a group of automatically retrieved listings that possibly match a caller’s request. After the Operator releases listings for the audio announcement, a VFN connected to the DMS-TOPS switch announces the number. The DMS-TOPS switch performs call completion. |
DOSS |
The Delta Operator Service System (DOSS) components for the ERG-Host server are described as
|
DSS |
Decision Support System |
E1 |
E1 is the European format for DS1 digital transmission. E1 links are similar to T1 links except that they carry signals at 2.048 Mbps. Each signal has 32 channels, and each channel transmits at 64 Kbps. E1 links have higher bandwidth than T1 links because it does not reserve one bit for overhead. Whereas, T1 links use 1 bit in each channel for overhead. |
EDAA |
Enhanced Directory Assistance Application |
ENVOX Voice Response (EVR) |
The ENVOX Voice Response system provides VXML Browser capabilities and can also logically hosts Classic Envox Scripts coupled with the ENVOX CCI Dll. This server can be deployed as a shared VXML Browser or as a legacy server for applications such as Survey. Survey can only be run on one Organisation, however. |
ERG-Host Server |
The External Recognition Gateway Host Server (ERG-Host server) provides the following functions:
The ASR prompts the caller for a locality. If the locality is recognized, the VFN3-AUTO2 solicits a listing response from the caller.
The ASR passes a message to the ERG-Host specifying whether the call can be fully automated or must be transferred to an Operator. |
ERG Server |
External Recognition Gateway Server communicates with the CDS for call control, receives call information from the CDS, and provides the interface between SXP and the DOSS system. |
FMB |
Floating Media Bar is a desktop application for MigrantHelp UK that agents use to receive calls and access the caller information from the Oasis Management Portal (OMP). |
FreedomStation |
FreedomStation is VoltDelta’s operator workstation, used to retrieve listing or other types of information from a database. The database can be part of the customer’s proprietary system or can be part of VoltDelta’s Hosted Solutions system. The FreedomStation operator workstation is part of a larger system that is composed of linked computer components and a digital switch. The various system components can be located at an Operator Services Center (OSC), at the switch site, or within the VoltDelta Hosted Solutions system. The FreedomStation itself is typically located at an OSC. The following system components are important to the optimal functioning of the FreedomStation within the operator services environment:
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FreedomStation Operator Workstation |
To process calls, operators sit at personal computers installed with FreedomStation software. FreedomStation software provides the voice and data communication paths that enable the operator to communicate with the switch, the caller, the listing or information databases, and the computer that performs call processing. |
FPSS |
Windows service used on multiple platforms to publish configuration and binary files from AMS2 organizations to other servers. Note the following about the File Publication Subscription Service (FPSS):
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IDG |
The Information Delivery Gateway (IDG) server is a server application that receives data from a client, such as an operator workstation or Voice Feature Node (VFN), and transfers the data to a customer-supplied Short Message Service Center (SMSC) server or customer gateway server (VPGS). The SMSC server then forwards the message to a caller’s Short Message Service (SMS)-enabled cellular telephone. Navigational instructions, if requested, are also forwarded to the caller’s cellular telephone if the telephone supports the service. The IDG server functions in the Delta Operator Services System (DOSS), Directory One, and Directory Assistance Automation (DAA) systems. The IDG server can support the following services:
Note: The IDG server does not support navigation requests from Directory One clients.
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iExpress Services (Directory Assistance) |
iExpress services enable operators to provide callers with other kinds of information besides those available through traditional White Page DA services. Provides enhanced services, such as Business Category Search, Movie Listings, and Sports Scores.
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InterceptExpress |
Intercept service provides a caller with assistance when the number reached is unassigned, not in service, disconnected, suspended, or changed. The caller might hear a recorded announcement providing information on the status of the number or of the number change. In addition, the caller might be automatically forwarded to the referral number. |
Intelis |
Automated Toll Application |
ISS |
Intercept Search Servers accesses a local Intercept Database (INDB) to service intercept call processing requests from the ACP2000. |
ITRS |
Irish Text Relay Service makes phone calls easier enabling people who are deaf, hard-of-hearing or speech-impaired to make and receive calls independently. |
IVR |
Interactive Voice Response |
IVS |
The Interactive Voice Subsystem (IVS) is an audio platform that is able to compile and process information during direct interaction with a caller. It provides audio announcements to callers and also permits interaction with callers, including playing back recorded information, detecting input from touch-tone telephones, and recognizing speech. |
LSS |
Typically, a Local Support Server (LSS) is located at the OSC. The LSS provides the following capabilities for a group of operator workstations:
Examples of support files are the Call Treatment Options (CTROPT) file and workstation settings (SYSOPTS) file.
Messages of the Day. Messages are created on the AWS or WSS. The LSS transfers the message files to the operator workstation at logon. During a logon session, the operator workstation periodically checks the LSS for new messages.
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MCG |
Multi-channel Gateway |
MGS |
Media Gateway Server switch |
MMR |
Multi-Media Router |
MonitorAnnc (IVR) |
The MonitorAnnc feature defines the audio that is played to the caller to let the caller know that the call might be monitored or recorded. Note: The MonitorAnnc feature is available if it is included in the IVR application. Additionally, the call recording feature must be enabled. |
MPS |
Media Processing Server |
MSC |
Mobile Switching Center |
MSP |
An MSP (Multi-Service Platform) is a flexible, high-density media resource platform with integrated signaling capabilities. It is the device handling incoming ISDN (analog) calls and forwarding them to Oasis 11 SIP (IP-based) endpoints. It is expected that MSPs will be decommissioned in 2022 Q1, because the ISDN service provider (Colt) is also decommissioning ISDN and switching over to SIP. |
N-Best List (Directory Assistance) |
The N-Best list is a display of automatically retrieved listings that possibly match a caller’s request. As part of a SpeechExpress system, N-Best listings are retrieved automatically in response to a caller’s recorded listing request. If the automatic retrieval results in multiple listings that might satisfy the caller’s request, these listings form the N-Best list that is sent from SpeechExpress to the FreedomStation. Your system might or might not be configured to include an SNF recording, if available, with the N-Best list. |
NOC |
Network Operations Center |
OAM Shell |
The Operations, Administration, and Maintenance (OAM) Shell menu allows users to manage, monitor, and maintain applications. The Shell Configuration application resides on a Microsoft Windows server, referred to as the OAM Application Deployment server. The Shell Configuration resides in a Structured Query Language (SQL) database on the Shell Deployment server. Within a node, the Shell Configuration database is replicated between OAM Application Deployment servers. |
OAP |
Open Automated Protocol |
OASIS |
Operator and Agent Services Integration System |
ODSVC |
OASIS Data Service Web Application |
OGS |
OAP Gateway Server provides the data interface between the DMS-200 switch and the SXP system. |
OMP |
OASIS Management Portal |
OnDemand Solutions |
VoltDelta OnDemand is a VoltDelta-hosted platform within which call and message distribution and management applications run. This platform provides hardware, software, and networking capabilities required to run applications. |
PPS |
Profile Publication Service is used to publish AMS2 data to the LDSs/CISs-<ORG>. |
Personalization (IVR) |
The Personalization feature in Content Manager is used to configure the Personalization feature operation. The IVR application containing the Personalization feature sends an initialization request for caller information to the Databus software. The IVR application then sends a request containing the calling number to the Personalization Service. The Personalization Service searches the Personalization database to retrieve information about the caller’s preferences and then provides the results to the Databus. The Databus stores the information for use during the call. |
PlayAnnc (IVR) |
The PlayAnnc feature defines the audio that is played to the caller during the IVR call flow. Note: The PlayAnnc feature is available if it is included in the IVR application. |
RNCI |
Right Now Connection Interface |
RTP |
The Real-time Transport Protocol (RTP) is a network protocol for delivering audio and video over IP networks. RTP is one of the technical foundations of Voice over IP and in this context is often used in conjunction with a signaling protocol such as the Session Initiation Protocol (SIP) which establishes connections across the network. |
SAG (Speech Express Audio Gateway) |
Provides communication between the Centralized Audio system and the ACP2000. The SAG routes back-end announcement requests and response messages between an ACP2000 and a VFN3-Internet Protocol (VFN3-IP) for a Centralized Audio server. Back-end announcements include the announcements that play and the processing that occurs when the system delivers listing information to the caller. |
SAM |
SAM is a proprietary program that monitors applications and servers in the network. The SAM system provides failure alerts to a Network Operations Center (NOC). The SAM application includes the following main components:
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SasWCFHost |
SAS log containing all user agent events for ClickOnce users. So for example logon, logoff, call handling performed at operator position etc. |
SBC (Session Border Controller) |
A Session Border Controller (SBC) is a network function that secures voice over IP (VoIP) infrastructures while providing interworking between incompatible signaling messages and media flows (sessions) from end devices or application servers. SBCs are employed in Enterprise infrastructures or any carrier network delivering commercial residential, business, fixed-line, or mobile VoIP services. |
SCMS |
Service Control and Management Service |
Session Initiation Protocol (SIP) |
A signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications. |
SIP |
Session Initiation Protocol |
Smartstation |
Smartstation is a desktop application for Appello that agents use to receive calls and access the caller information from the Oasis Management Portal (OMP) |
SMSC |
Short Message Service Center |
SNF (Directory Assistance) |
The Store and Forward (SNF) feature automates the process of obtaining white page listing requests from callers. Instead of speaking directly with a caller, you listen to a recording of the caller speaking the listing request. Generally, you can service calls faster because you do not need to ask callers for the listing request. |
SPX |
SpeechExpress (SPX) is a customizable and modularized software product that enhances the delivery of information to callers by automating some or all Operator functions. For example, depending upon the SXP features that your site purchased, SXP can automatically prompt a caller for a directory assistance (DA) listing, retrieve the listing, and send the listing for the automatic announcement, all without operator intervention. |
SS |
OASIS Smart-Station offers a fully integrated agent desktop environment. The application offers complete telephony and media management — by presenting all required applications and services for the purpose in the tabbed views approach. |
SSDA |
Self-Service Directory Assistance |
STAR |
The STAR server provides storage and reporting of operator workstation statistics. The STAR server is typically located at the VoltDelta Hosted Solutions system data center, with reporting capabilities available through OAM Shell access. The Statistics Tracking and Reporting (STAR) subsystem is a decision support system that provides detailed information about calls handled, searches performed, and keystrokes used by operators, groups, and Operator Services Centers (OSCs). Report data is stored in the Decision Support System (DSS) OPERSTAT database. |
TableData (IVR) |
The TableData feature allows the configuration of variable data values for the call flow. Application IDs associated with the TableData feature provide the data needed for specific parts of the call flow. All initial table data is defined by VoltDelta in the original XML application data file. |
Toll And Assist Services (Directory Assistance) |
The following types of Toll and Assist services are available upon request. The user interface is different, depending on whether the FreedomStation is connected to a DMS TOPS switch or a ConnectExpress switch.
Toll and Assist services are available on the FreedomStation for use with different digital switching systems. The FreedomStation name changes to indicate the switching system used and the type of Toll and Assist software:
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TollExpress |
TollExpress uses a software application that reads completed telephone call information from the telephone switch and then calculates the charges for the call. TollExpress uses carrier-defined tariff information and rating parameters to rate each call. TollExpress also provisions the operator services branding and other carrier-specific properties, such as allowed billing methods and automated operator settings relative to transfer to the live operator.
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TransferAnnc (IVR) |
The TransferAnnc feature defines the audio that is played to the caller to let the caller know that the call is being transferred. Additionally, an announcement can be selected to play the estimated amount of time until an agent is available. Note: The TransferAnnc feature is available if it is included in the IVR application. For the TransferAnnc feature, you must specify an audio file to play. Optionally, you can specify Text-To-Speech (TTS) text to play to the caller if the audio file is unavailable. |
X.25 Relay Server |
Acts as a TCP/IP-to-X.25 protocol converter between the ACP2000 and the DMS-200 TOPS switch. |
VDI |
Virtual desktop infrastructure is a technology that refers to the use of virtual machines to provide and manage virtual desktops. VDI hosts desktop environments on a centralized server and deploys them to end-users on request. |
VFN3-AUTO2 |
The VFN3-AUTO2 is used within the VoltDelta Hosted Solutions system. The Hosted Solutions system enables telephone companies and service providers to connect to a centralized VoltDelta Hosting Center to provide directory information services to callers. Using Hosted Solutions, service providers, called tenants, can offer high-quality operator services with a minimum of up-front expense. The VFN3-AUTO2 is a system of software and hardware elements within the VoltDelta Hosted Solutions system that does the following:
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VFN3-CDS |
The VFN3-CDS is a member of the SpeechExpress family of products. SpeechExpress is the VoltDela automated directory assistance (DA) system. The VFN3-CDS communicates with the Call Distribution Server/Media Gateway Server (CDS/MGS) switch in an environment called the ConnectExpress switching platform; The VFN3-CDS plays recorded announcements to callers. |
VFN3-TTS |
Voice Feature Node 3 for Text-to-Speech |
VFN3RelToAudio |
The Voice Feature Node 3 for Release to Audio (VFN3RelToAudio) provides services, such as the playing of announcements, recognition of vocal input from callers, and automatic completion of calls. The VFN3RelToAudio communicates with the Call Distribution Server/Media Gateway Server (CDS/MGS) switch in an environment called the ConnectExpress switching platform. |
VM |
Virtual Machine |
Watchdog |
A watchdog timer (sometimes called a computer operating properly or COP timer, or simply a watchdog) is an electronic or software timer that is used to detect and recover from computer malfunctions. |
White Page Services (Directory Assistance) |
White Page searches are used to retrieve telephone numbers, addresses, and zip codes for residence, business, and government listings. A local, regional, or national database can be used. |
WhisperService Language (IVR) |
The WhisperServiceLanguage feature defines the audio that is played to the agent before the caller is connected with the agent, including the following:
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WSCP 2000 (Workstation Control Process) |
Supports legacy hardware, such as the VFN I and VFN II, by providing a service for the hardware to register with the DLM. If a VFN I or VFN II is not in the configuration, the WSCP 2000 is not used. |
WSS (Workstation Support Service) |
The WSS is used within the VoltDelta Hosted Solutions system to support customer workstations at specified Operator Service Centers (OSC). However, if desired, the WSS can also be part of a proprietary customer network located at the OSC or elsewhere in the network. The WSS provides the following services to support the FreedomStation:
The following are requests that the workstation makes of the logon service:
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WSServer |
WorkStation Server |