University Telephone System
Terms and Definitions
- Analog Gateway
- The analog gateway is an appliance that takes older analog lines and converts
them to VoIP in order to talk to the Voice Core. Examples of analog lines could
be FAX, elevator phones, patient phones, and emergency phones.
- Auto Attendant
- An auto attendant is a system where a caller will be prompted with a menu of
options in order to direct their call to the appropriate party. For example:
“Press 1 for finance, press 2 for admissions...” Auto attendants
can precede an Automated Call Distribution (ACD).
- Automated Call Distribution (ACD)
also knows as Call Center Services (CCS)
- ACD is the term used for call center call control. This system provides call
queueing in addition to various methods to deliver calls to agents. Types of
distributions could be longest idle, round-robin, or linear.
- Customer Service Request (CSR)
- The CSR was a web-based system to order moves, adds, and changes to
your telephone(s). It was replaced in February 2016 with the Service
- Fixed Mobile Convergence
- Fixed mobile convergence is a transition point in the telecommunications industry that will finally remove the distinctions between fixed and mobile networks. Removing this distinction provides a superior experience to customers by creating seamless services using a combination of fixed broadband and local access wireless technologies to meet needs in homes, offices, other buildings, and on-the-go. An example is one voicemail box for both types of lines.
- Forced Authorization Code (FAC)
- The FAC is a 7-digit PIN given to an employee enabling long-distance
or international dialing. FAC codes are available through the
- Key Expansion Module
- A key expansion module is a device that attaches to a users existing phone providing them more function keys. Primary uses are for receptionists that require the ability to monitor many lines as well as transfers to many different destinations.
- Microsoft Lync is a software product that allows real-time chat, desktop sharing, and a telephone soft-client. Lync provides seamless integration into Microsoft Outlook and Microsoft Exchange services.
- For the University Telephone System, the Polycom line of
VVX models are used. The phones support high definition (HD) voice quality along with a multitude of
- Provisioning Portal
- The Provisioning Portal is the interface enabling ITS and HSTS to make changes to
user lines, as well as phone provisioning.
- Service Request Tool
- The Service Request Tool is a web-based system to order moves,
adds, and changes to your telephone(s).
The Service Request Tool is available to all;
if you encounter difficulties using it, please contact your
departmental telephone counselor for
- Session Border Controller (SBC)
- The SBC acts as the firewall between the core BroadWorks system and the University
network. This is a high level firewall and has many mechanisms to prevent intrusion
- Session Initiation Protocol (SIP)
- SIP is a signaling communications protocol, widely used for controlling multimedia
communication sessions such as voice and video calls over IP networks. SIP is an
industry standard and will be flexible in adding additional features in the future.
- Soft Client
- A soft client is an application program that enables Voice over Internet Protocol (VoIP) telephone calls from computing devices. Soft clients are also referred to as softphones (software telephone). They utilize a computer’s headset and microphone to place or receive calls.
- Station Design
- A station design is a template that is used to assign certain features to a
phone or line. The template will also assign common button assignments for
the VoIP phones. Features could include Forced Authorization Code (FAC)
requirements, voicemail, as well as transfer and hold keys.
- User Portal
- The user portal is the end-users’ interface enabling changes to call behavior,
e.g., call forwarding, as well as adding speed dials, and checking call logs.
- Voice Core
- The Voice Core is the brains of the telephony system. It is responsible for routing
all calls to and from their destinations. It also serves as the accountant for all
calls for billing purposes. BroadWorks, supplied by BroadSoft, is our voice core
technology. BroadWorks is a carrier class switching environment
allowing for 99.999% uptime.
- VoIP, or Voice over Internet Protocol, carries voice conversations as data packets,
which are transmitted over the University’s core data network rather than a
separate phone network.