SYSTEM FEATURES Following are definitions for generic standard System Features: Abbreviated Dialing: also known as speed dialing, allows a list of frequently called numbers to be stored in system memory and accessed via a two- or three-digit code. Account Codes: allows a station user to enter an account code that will be included in SMDR or Call Accounting reports to detail the record of calls made or received; codes can be forced, optional, or standard; they can be verifiable or not verifiable. Authorization Codes (COS Override): allows certain station users, when visiting at another user's phone, to enter an authorization code to temporarily override that phone's Class of Service and allow users to make outside calls in accordance with their own Class of Service restrictions. Auto Attendant: allows incoming trunk calls to be answered by an automated attendant; a call could be a recorded greeting followed by transfer to a live station or attendant, or it could give the caller dialing instructions to reach certain users, departments, or a live attendant. Auto Line Preference: also referred to as Auto Line Selection, Idle Line Preference, or Prime Line Preference, this feature allows a user to be automatically connected to a central office trunk line when going off hook. Auto Route Selection (ARS): also known as Optimal Routing, routes calls over the public network based on the preferred (normally the least expensive) route available at the time the call is placed; Least Cost Routing, a similar feature, has been considered to be a more sophisticated version of this feature that also includes such enhancements as time of day/day of week routing patterns. Automatic Set Relocation: the ability to physically move a phone without losing any programming. (such as speed dials, etc.) Automatic Wakeup (Timed Reminder): allows users to enter a request for a call or signal to be generated by the system to their station at a specific time. (for meeting reminder or similar application) Background Music (through telephones): allows music to be heard through the speakerphone of the telephone. Battery Back-up, Memory: protects memory features (that is, the customer database) from a power loss by using a battery back-up. Battery Back-up, System: protects the entire system and keeps it fully operational in the event of a commercial power failure; feature may require only batteries and a battery charger, or it may require an uninterruptable power system. Caller Identification: ICLID (Incoming Line Information Database): The name of the person calling or the caller's telephone number displays on the phone's screen. Caller ID can be provided by the local phone company or the service provider. ANI: When an incoming call is received over an ISDN trunk, the caller's telephone number or Automatic Number Identification (ANI) is provided by the public telephone network to the PBX. While routing the call, the PBX sends the ANI to a computer application, and customer data related to the ANI can be displayed. DNIS: While routing an incoming call, the PBX sends the telephone number dialed by the incoming caller to a computer application. Data relevant to this telephone number is displayed on the user's telephone screen or PC. DNIS differs from ANI and ICLID since DNIS represents the number a caller called, while ANI and ICLID represents the number a caller called from. CCSA Access: Common Control Switching Arrangement access support for private network applications. Centrex Compatibility: indicates whether or not the system supports behind Centrex installation (that is, can Centrex lines be assigned buttons on proprietary key sets and do station users have the capability to generate a switchhook Flash, and access Centrex features?). If this functionality is noted as Standard (S), then no additional hardware or software is required; however, if this functionality is noted as Optional (O), then some additional hardware and/or software is necessary. Class of Service (COS): enables the system administrator to restrict or allow access to specific features and calling privileges on individual phones by assigning different Class of Service codes. Diagnostics (Self Testing): allows the system to perform self diagnostic testing and alert the attendant or system administrator via alarm lamps or error code messages when a fault is detected. Dial Pulse/DTMF Signaling: the system can accept touch-tone or rotary dial stations and outside trunk lines and convert one signaling mode to the other as required to process the calls. Direct In Lines: allows specific central office trunk lines to be assigned to ring directly to a station or group of stations without being routed through the attendant position. Direct Inward Dial (DID): connects calls from the public network directly to the dialed extension without attendant assistance; most systems can add or delete digits as required to complete the call. Distinctive Ringing: the system presents calls to the station user's telephone with different ringing patterns that identify the call as originating from an outside trunk line or an internal station, or as a callback, etc. Door Phone: allows an intercom box or a combination intercom box/electronic door lock to be installed on an outside door and be directly connected to a specific station or to the system. Enhanced 911 (E911): feature transmits a caller's phone number and location to an Emergency System. External Alerting Device: the system supports the connection of external bells, lights, or gongs that can be placed in special areas of the customer's premises to facilitate the handling of calls. External Page Interface: allows the system to be connected to an external loudspeaker paging system for one or more zones. Hot Lines (or Manual Lines/House Phones): allows a direct connection to be established to another station in the system, when a user goes off hook. ISDN Interface: Integrated Services Digital Network is a switched network utilizing a digital connection to a central office to provide end-to-end digital connectivity and support both voice and non-voice services. The system can support a Primary Rate Interface (PRI) for ISDN connections to other systems, allowing 23 circuit-switched B bearer channels (64 Kbps each), plus one packet-switched D data channel (16 Kbps) to be carried over a single link; the system supports a Basic Rate Interface (BRI), an ISDN standard that allows two circuit-switched B bearer channels (64 Kbps each), plus one packet-switched D data channel (16 Kbps) to be carried over a single twisted pair; BRI can exist on the network side or the internal line side of a telephone system. Least Cost Routing (LCR): similar to Auto Route Selection (ARS), but generally a more complex offering that includes routing by time of day, day of week, and digit translation. Message Waiting: allows callers to light a message waiting lamp to signal telephone users to contact another station user or the message center for messages; includes the following: Þ attendant station: originated by an attendant to a station; Þ station-station: originated by a station to another station; Þ w/displayed messages: identifies displayed messages such as pre-programmed or personalized text messages that would appear on the other user's display phone; only available to station users who are equipped with display telephones. Multiple Trunk Groups: allows central office trunk lines to be assigned to pools or groups in applications that require more than one central office trunk line for the same function. Music-On-Hold: alerts outside callers that they are on hold and still connected; an FM tuner can be plugged into the Music-on-Hold port for built-in synthesizer functionality. Night Service: allows central office trunk lines to be assigned to different ringing locations after normal business hours; includes the following: Þ fixed assignments: fixed for specific telephone locations; Þ flexible assignments: includes ringing a night bell that could then allow any station user to answer the call by dialing a special pickup code. Off-Premise Extension: supports off-site stations, providing the same capabilities and features as on-site stations; normally applies to single-line sets. On Hook Dialing: allows station users to dial calls without lifting the handset. Outgoing Call Restrictions: allows the system to be programmed to restrict defined stations from making outgoing calls or only calls to specific locations. Private Lines: also known as personal lines; enables a trunk line to be assigned to a specific button that can only appear on certain telephones or that only a specified station user is allowed to access. Recorded Messages: allows the system to connect callers to a recorded announcement in conjunction with such features as Night Service, Station Hunting, Automatic Call Distribution, and Auto Wakeup. Remote Access (DISA): allows specified users to dial into the system from an outside location and be permitted access to system features and outside lines. Security Alarm Interface: allows an alarm to be placed on a door and to be connected to the telephone system to be activated whenever the door is opened. Station Message Detail Recording (SMDR): enables reports to be generated that provide time, duration, and number dialed; incoming and outgoing calls can usually be tracked. Tenant Service: allows more than one organization (tenant) to share the same system; through programming, each tenant can be restricted to its own CO trunks, attendant consoles, and extension links; incoming calls are directed to the appropriate tenant. T1 Digital Trunk Interface: the system supports a direct 24-channel T1 digital trunk interface. Tie Trunks: enables inter-system tie trunk links to be added to the telephone system, for private connections between two or more user systems. Toll Restriction: allows the user to restrict specified telephones from making long distance toll calls. Þ 0/1: specifies calls blocked on all 0+ and 1+ calls; Þ area/office code: specifies calls blocked to certain area code and/or office code combinations; Þ allow/deny lists: specifies lists of allowed numbers or codes and denied numbers or codes. Toll Restriction Override: allows authorized users to temporarily override toll restriction assignments on a specific phone: Þ by code: specifies that authorized users can temporarily override toll restriction by dialing an authorization code; Þ by system abbreviated dialing: specifies that authorized users can temporarily override toll restriction by accessing specific Abbreviated Dialing numbers. Traffic Measurement: enables the system to generate utilization reports on such statistics as number of calls and duration of calls placed on different lines or the frequency that all lines are busy; also generates reports on the usage of certain other features. Trunk-to-Trunk Connections: also known as Unsupervised Conference; allows a user to establish a connection between two outside lines, where the user is not required to remain in the conversation. Voice Mail Interface: allows the system to be connected to an external voice mail/messaging system. Voice Synthesizer: allows the system to provide synthesized electronic voice prompts or messages for use in conjunction with system programming or the message waiting feature. Back to Top
SPECIAL ATTENDANT FEATURES Following are definitions for generic standard Attendant related Features: Alarm Indication: the system supports either alarm lamps or alarm error code/message displays to be provided at the attendant's position to indicate problems or malfunctions in the system's operation. Backup/Overflow Facility: permits the attendant to have calls which are normally routed to that position sent instead to a backup or overflow station (or night service bell) during peak calling periods, or simply when the incoming call volume has exceeded a certain threshold level; can be automatic or controlled by the attendant. Directory Service: gives the attendant access to an electronic directory of the system's station users, such that when a name is entered, the station number is displayed. Intercept: routes incoming calls to unassigned station numbers or routes other misdialed calls to the attendant for handling. Message Waiting Activation: allows the attendant to activate the message waiting lamp or button indicator on a station set. Multiple Attendant Positions: the system can support more than one attendant position. Override/Busy Verification: the attendant can break into an existing station or trunk line call to verify that the facilities are actually in use or to announce an important call or emergency condition. Series Calling: the attendant, upon receiving a call where the caller wants to talk to several stations in sequence, can initiate a series call so that when the first called party hangs up, the caller will automatically return to the attendant's position for establishment of the next call. System Programming/Administration: the attendant's position can also be used for system programming and administration functions when removed from call processing mode and placed into programming mode. Back to Top
APPLICATIONS Following are definitions for generic standard System Applications: ACD/Call Management System: an automatic call distribution or call management system routes calls to groups of agents based on all agents spending an equal amount of time on calls; systems range from simple to elaborate and usually provide considerable report information on trunk line usage and agent activity; standalone ACD systems typically are compatible with most telephone systems. Call Accounting System: used in conjunction with the Station Message Detail Recording (SMDR) feature to provide detailed records and to report on incoming and outgoing calls through the telephone system; Call Accounting adds calling charges to facilitate departmental billing, client billing, and verification of telephone company bills; standalone Call Accounting systems are typically compatible with most telephone systems that incorporate SMDR. Centralized Attendant Service (CAS-Main or Branch): allows a system to serve as the location for the primary attendant(s), who can then answer incoming calls and route them over special trunks to the outlying branch offices; serves as an important feature for users with multiple sites in a fairly close geographical area; some systems can function as either the main or the branch location in such an operation, while others can only serve as a branch location. Computer Telephony Integration: TAPI, a Telephone Application Programming Interface developed by Microsoft and Intel, is a set of functions that allows software developers to write telephony software applications for an individual PC. TAPI allows Windows applications programs to control telephony functions such as establishing, answering and terminating calls. Some companies have a proprietary version of TAPI. Healthcare Package: a special set of features specific to the healthcare professions, including medical centers, hospitals, and nursing homes; some systems offer separate packages for healthcare and lodging, while others may combine these two functions by offering only a few features that are commonly used by both areas. Lodging Package: a special set of features specific to the hotel/motel lodging industry. Main/Satellite Service: allows multiple systems to be interconnected with special trunk circuits to facilitate common numbering plans and access codes; considerable feature transparency between systems is supported. A station user in one of the satellite systems, for example, can answer an incoming call and transfer that call to a station user in another satellite system just by performing the normal hookswitch/transfer and then dialing the extension number of the other user. An example of a typical application is several buildings in an office park or a college campus that are interconnected to appear as one large system. QSIG: QSIG is an open, standards-based signaling protocol used for inter-PBX communications. Supported by most PBX vendors (unlike other PBX protocols, which have historically been proprietary), QSIG provides signaling and feature interoperability between PBXs. VoIP: Voice over Internet Protocol (IP) networking allows the transmission of packetized and compressed voice, along with fax and data information, over the Internet or a corporate intranet. This can reduce the need for more expensive leased public switched telephone network (PSTN) tie trunk facilities, resulting in cost savings for the customer. Unified Messaging: provides access to voice, fax, and e-mail on a PC via the telephone. Voice Mail/Messaging System: supports a voice mail system to receive and store messages from outside or internal callers and to send messages to other internal users. VM/MS systems normally connect to the telephone system via station or trunk ports, support multiple users, and store messages on tapes or disks. These systems are also available in standalone versions that are compatible with many telephone systems. Typical systems are integrated with the telephone system to alert a user to a stored message via a message waiting indicator or other user alert method. More sophisticated product offerings also support networking to facilitate intercommunication among systems installed at multiple sites. Back to Top
STATION FEATURES Following are definitions for generic standard Station Features: Abbreviated Dialing: also known as speed dialing, this feature allows each station user to store one's own list of frequently dialed numbers that can be accessed via a button or code. Add-On Conference: allows station users to establish a three-party conference call while on an outside line call by adding another station or outside line. Automatic Busy Redial: allows a user who has placed an outside call to a busy number to have the system redial the number (for multiple attempts) until the call is connected. Automatic Hold Recall: allows calls to be placed on hold and recalls the called party if there is no response to the call within a specified period of time. Bridging: allows a specified number of station users who share a line appearance to simultaneously go off hook and actively bridge on the line; systems with this feature typically allow multiple stations to bridge on a trunk or feature appearance at one time; systems that allow one additional user to bridge would be classified as offering only the Privacy Release (Non-Privacy) feature. Busy Override: allows users to override a busy signal to break into an existing conversation; most systems offer this feature in conjunction with a warning tone that is given to both parties of the current conversation; some systems offer this feature with or without the use of the warning tone Call Coverage: allows buttons to be shared or paired between users so that an unanswered call can be answered (covered) by the other user. Call Duration: alerts a station user when an outgoing call exceeds a preset time period as follows; Þ signal: generates an alerting tone to a station user; Þ display: sets an elapsed call timer for station users equipped with display telephones. Call Forward: enables users to forward calls to any other telephone extension; forwarding can be arranged for: § busy calls only; § no answer calls; § all calls; Þ fixed: supports fixed forwarding to a pre-assigned location, such as a manager to a secretary; the call forward destination is normally flexible, allowing the station user to enter the number of the forward to destination, but some systems also provide fixed forwarding; Þ override/return: allows forwarded calls to be overridden by another call and the forwarded call returned to the call forwarder's station; for example, a manager forwards a call to a secretary, but if the secretary receives an important call, she can override the forward condition and return that call to the manager; Þ off premise: supports off premise call forwarding; most systems support call forwarding only to other stations internal to the system, but some systems also support forwarding to off premise locations. Call Park: allows users to transfer calls to parking or orbit zones where the calls remain on hold until picked up at the same station or at a station at another location. Call Park (with Recall): an automatic function of some systems that recalls either the original station or the attendant to ensure that the caller is not forgotten when a call is placed in a Park location for an extended period of time. Call Pickup (Directed, Group): directed call pickup enables any user to pick up a call ringing at an unattended station; group call pickup enables users to be members of a specific group, allowing any member of that group to dial an access code to pick up a call ringing at an unattended member's station. Camp-on/Call Waiting: allows users to wait on a line when encountering a busy signal, called party is alerted by a tone when another party is waiting; at the completion of the initial call the waiting party is automatically connected to the called party. Conference: allows the user to set up a conference call with four or more parties which can be a mixture of internal and/or external parties and, generally, at least two of the parties can be outside trunk lines. Direct Group Calling: allows users to call a group of stations such as a sales department by dialing a group code number. Directory Service (on LCD phones): allows users to enter a name via the keypad and have the station number displayed for easier call processing. Do Not Disturb: prohibits calls from terminating at a particular station. Do Not Disturb (with Override): allows authorized users to override the Do Not Disturb feature and have their calls ring in to the station that is in Do Not Disturb mode. Executive Override of Privacy: allows authorized users to override the privacy feature and join in an existing two-party conversation. Flexible Station Numbering: allows customers to establish their own numbering scheme for station numbers, feature access codes, and trunk access codes, as compared to some systems where these assignments are fixed in the system programming. Handsfree Answerback on Intercom: allows station users, normally those equipped with proprietary telephones, to answer incoming intercom calls in a handsfree mode (via an integral speaker), even though their telephone may not be equipped for full handsfree operation. Hold (Exclusive, System): allows station users to put outside callers on hold so that they can answer or initiate another call; these calls can be placed on System Hold so that any other station user with the same line appearance can pick up the call, or they can be placed on Exclusive Hold so that only the station user who put the caller on hold can access the call. I-Hold Indication: provides multi-line station users with an indication as to which holding line is the one that they placed on hold. I-Use Indication: provides multi-line station users with an indication as to which line is the one that they are utilizing at that time. Incoming Call Group: allows central office trunk lines to be assigned to ring directly into a group of stations without being routed through the attendant. Internal Paging: allows users to place page calls to certain groups of users or to all users on the system via the telephone set speaker. Manual Signaling: allows users to send a manual signal or intercom tone to another station user by pressing a button. Personalized Ringing: allows station users to program personalized ringing tones to distinguish one ringing telephone from another. Power Failure Transfer Phones: allows certain central office trunk lines to be directly connected to certain telephones in the event of a system or commercial power failure. Privacy: allows for all connections to be private, so that another user cannot accidentally or intentionally enter an existing conversation. Privacy Release (Non-Privacy): allows the station user to control whether the Privacy feature can be used and provides the flexibility to release the privacy feature to allow another station user with the same line appearance to join in on the conversation. Repeat Last Number Dialed: allows a user to redial the last number dialed by pressing a button or dialing an access code. Ringing Line Preference: provides one-step operation by allowing the user to answer the telephone without manually selecting the ringing line. Saved Number Redial: allows a user to dial a number and save it so that it can be redialed at a later time by pressing a button or dialing an access code. Station Hunting: allows incoming calls to hunt through a group of assigned station users until an available station is located; can utilize the following formats: Þ Circular Hunting: begins with the called station number and continues through all members until an idle station is found; Þ Terminal Hunting: begins with the called station and ends with the last station in the group; Þ Secretarial Hunting: routes calls to a busy hunt group, or several busy hunt groups to a common secretarial phone for answering; Þ Master or Pilot Number Hunting: begins when the caller dials the Pilot or Master Number assigned to the group; Þ Distributed or UCD-type Hunting: begins progressively, such as at the station following the last one to receive a call. Station Queuing/Trunk Queuing With Callback: allows station users who encounter a busy station or line to put themselves in queue and go on hook; the user receives a callback when the line or busy station becomes available. Volume Control (for Speaker/Ringer): allows users with proprietary telephones to adjust the volume for the incoming call ringer and the telephone set's speaker. Volume Control (for Microphone): allows users with proprietary telephones to adjust the outgoing volume for their telephone's microphone on a handsfree call. Back to Top
SYSTEM ADMINISTRATION Following are definitions for generic standard System Administration Features: User Programmable (via Station Set or DSS Console, via Attendant Console, via RS-232C compatible device, or via PC): lists the various methods available to perform user programming and administration functions. Menu/Command Code Driven: states the format available to perform user programming or administration functions; some systems offer both formats, where command codes can be used by the more experienced programmer and the menus can be used for those who are less familiar with the system. Plain English Format: some systems require machine or computer language inputs or special coding while others offer plain English prompts and accept plain English entries for system programming and administration. Prompts, Help Functions, Error Messages Offered: all of these features, if offered, will help make the system administrator's job easier, especially during the early stages of learning a new system; some systems offer very sophisticated packages that include such functions as error checks, which not only check the validity of a given entry, but also check the programming for one area to make sure that it will not conflict with programming already entered in another area. Printout Available: some systems offer a printout of the database programming so that the customer can maintain a hardcopy of the system programming information; in a complex system, this feature can be valuable and make future changes much easier to handle. On-/Off-Line Programming Changes: most systems allow on-line programming changes so that the system administrator can change the database while the system is operational without affecting any of the functions of the system; some systems, however, require these programming changes to be done in an off-line mode when the system is not operational; still other systems allow changes to be entered in an on-line mode, but require that these changes be saved into permanent memory in an off-line mode; off-line programming requires that the system administrator perform database changes at times when the system does not have to be operational, such as after normal business hours. Customer Database Storage (RAM Chips or Diskette): systems that utilize RAM chips as a storage medium will most likely require a technician to be on site when feature enhancements are added to the system, while systems that utilize diskette storage normally will just provide the user with a new diskette to load the new feature enhancements; these procedures apply both to enhancements and corrections of any software problems that the system may have; on an established and proven product, it is much less critical since enhancements may only be available once or twice a year; on a new system (one recently introduced by the manufacturer), there could be more severe implications. Remote Programming/Maintenance: allows the system to be checked and programmed from an off-site location; an important feature for users with multiple sites and for users who are being serviced by the manufacturer or an interconnect distributor; in either case it can save the customer some expense if the feature is available and activated. Back to Top | 
