Telephony Glossary - Page 7

PABX-computer Teaming (PACT) - General term for CTI used by Siemens.

Partner - See Vendor partner.

Party - An addressable participant in a telephone call.

PassageWay™ Direct Connection - Lucent Technologies' single-user CTI implementation, which connects a standalone Windows PC and a single telephone connected to one a DEFINITY®, PARTNER, or Merlin Legend switch. Works with TAPI-compliant applications.

PassageWay™ Telephony Services - Lucent Technologies' multiple-user CTI platform, which connects one or more Novell NetWare or Windows NT servers to a DEFINITY® switch. Works with TSAPI-compliant applications.

Passport written languages - The languages in which products such as documentation and application software in the Passport to success GCCIO are available. Languages are Dutch, French, German, Portuguese, Spanish, and Japanese Katakana and Kanji.

Payoff - A business term used to predict the amount of time it will take for an investment such as a switch, new computers, a CSI platform, new telephones, and applications to pay for itself in increased sales, reduced costs, or a combination.

Peer-to-peer flow - Term used to describe communication flow in ASAI protocol stack. It means that a layer in one protocol stack communicates with a peer layer in another protocol stack through a physical link.

Personal Information Manager (PIM) - A category of application that generally includes a calendar, to-do list, address book or customer database, and other features. Some are TAPI- and/or TSAPI-compliant; others may be telephony-enabled through the use of middleware.

Phone-oriented CTI - A CTI implementation that allows the user to control a single telephone. PassageWay™ Direct Connection is an example. Also called "first party CTI."

PhoneLine™ - A TSAPI- and TAPI- compliant application from CCOM that provides on-line access to multiple corporate and personal directories.

Physical Layer - Layer 1 in the ASAI protocol stack. The actual wire over which the data is transmitted.

Pilot installation - A small installation that may precede a large, expensive planned installation, used to show the benefits in order to get a customer's commitment for a larger installation, or to identify and solve problems before installing an enterprise-wide system. For example, PassageWay™ Direct Connection can be used as a pilot for PassageWay™ Telephony Services or CallVisor® ASAI.

PIM - See Personal Information Manager.

Pod - Direct Connection (DC) pod. A piece of hardware formerly used in a PassageWay™ Direct Connection installation to link the user's telephone to a PC. The pod is built in to the new DEFINITY® DCP 8411 telephone set, precluding the need for a separate pod.

Post routing - An Intelligent InformationRouter call control feature used to move calls between sites and to transfer calls between agent groups and VRUs.

PowerPact - An ASAI-compliant predictive dialer application from Melita International. When added to the DEFINITY® G3 with CallVisor® ASAI, no outbound dialer hardware or switch is required.

Pre routing - An Intelligent InformationRouter call control feature that applies dynamic call routing intelligence before sending a call to its destination.

Predictive dialing - An automated outbound dialing method in which a computer estimates the ratio of outbound calls that will be answered, dials more numbers than there are available agents to handle the call, then sends calls that are answered to available agents. Saves agents time dialing and waiting for calls to busy and unanswered telephones, answering machines, and wrong numbers. (See also Preview dialing.)

Presentation layer - Layer 6 of the ASAI protocol stack, responsible for encoding service requests coming down from the application layer in a data structure format into binary bit strings and sending them down to Layer 3, the Network layer and vice versa. Also keeps track of its conversations with the other layers.

Preview dialing - Method of automated outbound dialing that allows the agent to select and view a screen of information on the person to be dialed before the call is placed. May give agent the option to cancel the call before it is dialed. (See also Predictive dialing.)

Programmable Call Progress Monitoring (PCPM) - Method of automated outbound dialing that allows the agent to select and view a screen of information on the person to be dialed before the call is placed. May give agent the option to cancel the call before it is dialed. (See also Predictive dialing.)

Programmable Call Progress Monitoring (PCPM) - This refers to the capability of a computer telephony system to monitor the progress of a call under software control. The tones received during PCPM are matched against a table of tones loaded into memory during the normal functioning of a computer telephony system.

Project Coordinator - Title used by Lucent Technologies for the person within customer's organization who assumes responsibility for customer's tasks in an installation.

Prompted digits - See Collected digits.

Protocol - A set of rules that define how different devices and/or applications communicate with one another. ASAI, TAPI, and TSAPI are examples of CTI protocols that define how computer applications communicate with the switch and with each other.

Protocol stack - A related set of protocols, known as layers, each with a defined function. Examples of protocol stacks are ASAI, IPX/SPX, and TCP/IP.