AT&T Collaborate glossary

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1 Common terms associated with the AT&T Collaborate SM service. A B C D E F G H I J K L M N O P Q R S T U V W X Y Z A account codes A feature that lets administrators track and manage outgoing calls to keep an eye on budgets or employee performance. Users may be required to enter account codes when making calls outside the company, or they may be set up to optionally enter account codes when making calls (except for emergency or repair calls). Administrators can use account codes or authorization codes but not both. Included with the Enhanced Voice Features bundle. See also authorization codes. agent A person who handles incoming customer calls for a company. See also contact center agent, Hunt Group, and Auto Attendant. Alternate Numbers Up to 10 phone numbers that can ring to a user's phone, just like the user's primary phone number. Alternate numbers must be 10-digit phone numbers, not extensions. Included with the Enhanced Voice Features bundle. Anonymous Call Rejection A feature that rejects all calls that have caller ID marked as private. (It doesn't block calls where caller ID is simply missing.) When this feature is turned on, all anonymous calls are instantly rejected, preventing the caller from even leaving a message. Included with Basic Voice Seat. answer confirmation A setting that prompts persons receiving a call to press a number on their keypad to connect to the call. Used with features that send calls to non-collaborate numbers, such as Sequential Ring, Simultaneous Ring, and Virtual Office. AT&T Business Center The website you use to manage your Collaborate service and features. From Business Center, administrators can create and manage users, manage feature settings, and add features and bundles. From Business Center, users can manage features assigned to them by their administrator. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property.

2 AT&T Collaborate A hosted voice and collaboration VoIP (Voice over Internet Protocol) business service that enables users to use multiple devices and applications, all from a single phone number. It's a complete, cohesive service that integrates voice, video, Web, and messaging tools. audio codec Audio settings that can: Impact the voice quality and bandwidth used for an active call. Define how calls are processed when callers are connected to a contact center announcement. Determine the encoding the is used for calls made from a device. authorization code A feature that lets administrators manage outgoing calls by creating and assigning authorization codes for different types of outgoing calls. For example, administrators can require users to enter an authorization code before making long distance calls. Or, they can require users to enter a code when making a call outside the company (except for emergency or repair calls). Included with the Enhanced Voice Features bundle. See also account codes. Auto Attendant A feature that greets callers and presents dialing menu options that play additional messages or help route incoming calls to various destinations, to all employees within the company or to specific groups of employees, or to outside phone numbers. One Auto Attendant is included per site with Basic Voice Seat. Additional Auto Attendants are available as an à la carte feature. automatic callback A feature that monitors the busy number of the person just called. When the number becomes free, the system automatically calls the caller back, calls the person originally called, and then connects the call. Included with Basic Voice Seat. automatic call distributor (ACD) A device that answers and distributes inbound calls to a specific group of agents in an organization. B Barge In A feature related to Directed Call Pickup that allows a third person to interrupt a call already in progress. Mainly used in call centers where supervisors may need to intervene. Barge In Exempt A feature that blocks anyone from interrupting or joining a call. Included with the Enhanced Voice Features bundle. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 2

3 Basic Voice Seat Collaborate service offering that includes over 30 calling features, including voice messaging, basic and advanced forwarding settings, and the audio-only version of the Collaborate app. bridge warning A tone that lets the caller know someone has joined the call. Busy Lamp Field A feature that lets users see and monitor the phone number and status of another user from their IP phone. The person's name or extension appears on the phone's display screen. Users can press this button to speed dial the person shown. When that person's line is busy, appears busy appears on the phone. Usually used in offices with multiple users and a front desk, such as a real estate or medical office. Included with the Enhanced Voice Feature bundle. C call capacity The number of concurrent calls that a single phone number or extension can manage. Capacity is calculated like this: number of line keys assigned to that number multiplied by the number of calls permitted per line key = call capacity. For example, 3 line keys x 2 calls per key = a call capacity of 6. IP phones display the capacity. Call Forwarding - Always A feature that redirects all incoming calls to another phone number. Included with Basic Voice Seat. Call Forwarding - Busy A feature that redirects calls to another number when the called number is busy. Included with Basic Voice Seat. Call Forwarding - No Answer A feature that redirects calls to another number when an incoming call isn't answered within a specified number of rings. Included with Basic Voice Seat. Call Forwarding - Not Reachable A feature that provides an alternate phone number (for example, a wireless number) where calls are redirected when the Collaborate phone number can't be reached (such as during a power or system outage). Included with Basic Voice Seat. Call Forwarding on a Schedule A feature that redirects incoming calls that match specific criteria to another number. Included with Basic Voice Seat. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 3

4 Call Notify A feature that sends a user an containing the name and number of the caller (if available) when the user misses a call that matches specific criteria. Included with Basic Voice Seat. Call Park A feature that lets users place a call on hold and then pick it up from anywhere in the office. Included with the Enhanced Voice Features bundle. Call Pickup A feature that lets users answer someone else's incoming calls from their own phone. Included with Basic Voice Seat. See also Directed Call Pickup. Call Recording A feature that lets users record incoming and outgoing calls. To use this feature, your organization must have a contract with a supported third-party vendor. Included with Basic Voice Seat. Call Rejection A feature that lets users to define criteria that reject certain incoming calls. Included with Basic Voice Seat. Call Return A feature that lets users enter a feature access code (*69) to redial the number of the last received call. Included with Basic Voice Seat. Call Transfer A feature that lets users move a call to another phone. A user presses the Transfer key and enters the number of the phone where the call will be moved. Included with Basic Voice Seat. Call Waiting A feature that alerts the user to an incoming call when the user is already on a call. The user can answer the second call without disconnecting the first call. Included with Basic Voice Seat. call waiting tone A tone played to notify a user currently on a call that a second call is waiting. Caller ID A feature that displays the caller's information (usually name and phone number) on the recipient's phone. Caller ID Blocking A feature that prevents others from seeing the user's caller ID information (name and phone number). Included with Basic Voice Seat. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 4

5 Collaborate app A downloadable app for mobile phones, tablets, or computers. Users can use instant messaging and video chat with company contacts. Includes the Collaborate company directory in the user's contact list. The Mobile Audio Only version is available with Basic Voice Seat. All other versions are available with the Unified Communications bundle. company administrator Also known as an administrator, a person who administers the Collaborate service. company directory A searchable database of Collaborate users and services in the company that have an assigned Collaborate phone number or extension. Same as directory. company homepage The company homepage is the main Collaborate page you use when you re logged in as a company administrator. The company homepage provides the following information: Sites Number of sites included in the company. Available seats Number of seats available to assign to users. The total is the maximum number of users for all sites. Note: Services that use a seat or phone number (such as Auto Attendant, Contact Center, and Hunt Group) aren t accounted for on this page. Phone numbers are included as lines on the site homepage. Devices The number of device profiles that have been created. Includes registered devices, unregistered devices, and apps. Users Total number of users who have Basic Voice Seat, and the total number of users for all sites in the company. concurrent call limits A setting that specifies the number of simultaneous voice or video calls allowed. By default, calls aren t limited, but concurrent call limit settings can help improve call quality by limiting the number of calls to the company or site. contact center A queue in Collaborate that connects calls to an available agent in the contact center. Available with the Contact Center bundle and as an a la carte service. contact center agent A person who handles incoming or outgoing customer calls for a company contact center queue. See also agent. Contact Center Agent Web Client A feature that allows contact center agents to manage their queue status from the Collaborate homepage. Included with the Contact Center bundle and as an à la carte feature. Contact Center bundle Collaborate service offering that includes applications that enable organizations to run and supervise contact centers. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 5

6 contact center supervisor A person who monitors calls and performance of the agents assigned to contact centers. Contact Center Supervisor Web Client A feature that allows a contact center supervisor to monitor the contact center queues and agents from the Collaborate homepage. Included with the Contact Center bundle and as an à la carte feature. CSV file Stands for comma-separated values file. A file that stores table data in plain text form, for easy handling in any text editing, spreadsheet, or database program. You open CSV files using spreadsheet software such as Microsoft Excel. custom dial patterns Specific digit strings, phone numbers, or phone number ranges used with custom dial restrictions. See dial restrictions. custom directory A directory that contains subgroups of the company directory. Created to help users find contacts quickly. Customer Originated Trace A feature that allows the phone company to trace harassing phone calls for a user. D dedicated line A phone number reserved for one purpose or type of call. department A subdivision of a company. Administrators for the Collaborate service can create departments to organize a company or site that has many users, or to divide users into smaller, more manageable groups. Administrators can then assign users to a particular department. The user's department appears in the company directory. device An IP phone, analog adapter, or Collaborate app set up for a user to use with the Collaborate service. dial restriction A limitation that administrators can set to prevents users from making certain types of calls, such as international or directory assistance calls, from their Collaborate phone number. Collaborate provides a list of common restrictions that administrators can assign to users. Custom dial restrictions are often referred to as dial restriction patterns. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 6

7 Directed Call Pickup A feature that lets a user answer a call made to another user. Included with the Enhanced Voice Features bundle. See also Call Pickup. Directed Call Pickup with Barge In A feature that lets a user enter a feature access code followed by an extension to join a call in progress. When the user interrupts a call, a 3-way or conference call is established. Included with the Enhanced Voice Features bundle. directory A searchable database of Collaborate users and hunt groups in the company. Same as company directory. Do Not Disturb A feature that sends calls directly to voic without the ringing the phone. Included with Basic Voice Seat. E Enhanced Voice Features bundle Collaborate service offering that includes advanced features often required in office settings, such as intercom groups, alternate numbers, and account or authorization codes. enterprise administrator A person who manages Collaborate services and features for a company. extension The abbreviated string of digits that users can use when dialing another user in the company. The extension usually matches the last few digits of the user's Collaborate phone number. Administrators can specify the numbers used in the extension and the extension's length. external contact A frequently called number outside the company that an administrator can add to the company directory. F Fax Messaging A feature that allows users to receive fax messages in their voice mailboxes and retrieve them through the user portal or . If the user has fax messaging enabled, the fax is sent as a TIFF file. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 7

8 Flexible Seating A feature that lets the administrator designate devices as hosts that users can then log in to for the day (for example, at a drop-in work site). When the user logs in, the host device acts just like the user's primary phone. Included with the Shared Workspace bundle. G guard timer Setting that determines how long the contact center waits after an agent completes a call before offering the agent a new call. Usually wait time is 2 to 5 seconds. H Hoteling Guest A feature that temporarily moves a user s Collaborate phone number and features to another Collaborate user s IP phone while keeping their own device profile. Included with the Shared Workspace bundle. Hoteling Host A feature that allows a user to share their IP phone number and features with guests. Included with the Shared Workspace bundle. Hunt Group A feature that routes incoming calls to a hunt group's main phone number and distributes calls to group members' numbers in a set order. Included with Basic Voice Seat. hunt group member A user's Collaborate phone number that rings according to the hunt group's policies and settings. Members of a standard hunt group may also receive calls dialed directly to their phone numbers. These calls follow the members' personal call forwarding settings rather than following hunt group policies. hunt group, member number A hunt group that has no main number. The group consists of members whose extensions can appear on multiple IP phones. An incoming call hunts through the extensions according to a set order until it's answered or terminated. Anyone available can answer the call from any phone. Members' own features, such as personal call forwarding, are ignored. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 8

9 I inbound call features Collaborate features that let users manage calls they receive in various ways. For example, with the Anonymous Call Rejection feature, a user can reject calls that don't have caller ID. Call forwarding features let a user automatically forward calls to a different number. Instant Group Call A feature that rings all the assigned users in a group when a call comes in to the instant group call group extension or phone number. Users who answer are added to a conference call. Included with the Enhanced Voice Features bundle. Intercom A feature that lets a user connect to another user through speakerphone. The person receiving the call doesn't need to answer the phone. With the intercom service, the phone automatically answers in speakerphone mode. Available only with IP phones. Intercom Group A group of authorized users who can immediately page all other members of the group by calling the intercom group phone number or extension. Included with the Enhanced Voice Features bundle. Integrated Access Device (IAD) A device that allows you to connect a traditional phone or fax machine to the Collaborate service. IP phone A phone that transmits voice signals over a Voice over IP (VoIP) system using Internet Protocol (IP). Collaborate is a VoIP system. When connected to a VoIP system, IP phones can be used like traditional (non-ip) phones, but they also provide additional features of the Collaborate service. J There currently are no entries for this letter. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 9

10 K Key System Emulation A function that lets users make and receive calls through the Collaborate service using analog key system equipment. Included with Basic Voice Seat. L line A phone number or extension. line appearance A phone number assigned to a line key on a phone that works with the Collaborate service. line key A button or soft key on a phone that works with Collaborate and has an assigned phone number or extension (line appearance) associated with it. Users press the line key to access the phone number or extension. line key label A label (paper or electronic) next to a line key that shows the key's assigned extension (line appearance). M MAC address Stands for media access control (MAC) address, an electronic address that uniquely identifies a device on the network, enabling the device to send and receive data. Also referred to as serial number. The MAC address can be found on a label on the bottom of the phone or on the invoice. Meet Me Conferencing A feature that lets users invite others to join a meeting. Use this feature with the Collaborate app's My Room function to change a group chat session into a group call. Included with the Unified Communications bundle. Music on Hold A feature that manages the messages that callers hear while they're on hold. Use music provided by Collaborate or upload custom music or messages in audio (WAV) file format. The message that callers hear starts from the beginning of the recording each time a user puts a caller on hold. Included with Basic Voice Seat. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 10

11 N N-way Call A feature that allows a user to add multiple people on a call using the IP phone or Collaborate app Conferencing button. Included with the Enhanced Voice Features bundle. number range A group of consecutive Collaborate phone numbers that belong to a specific site. O originators People within the company allowed to make calls to an intercom group and instant group call group. outbound call features Features that affect the way an outgoing call is placed. Includes account codes, authorization codes, and dial restrictions. Outlook Integration A feature that lets users access Collaborate features through a toolbar in Microsoft Outlook. P password, Collaborate app Special word that, along with the user name, gives users access to the Collaborate app. Personal Speed Dial A feature that lets you set up 2-digit codes that can be used to call up to 100 phone numbers the user calls most often. To speed dial, enter the speed dial feature access code (*75) and the personal 2-digit code. PIN Stands for personal identification number (PIN). Required by some Collaborate features, such as voic . AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 11

12 Pre-alerting Announcement A feature that plays an announcement to incoming callers before their call is put through to the user. Available as a Collaborate a la carte feature. Priority Alert A feature that sets a distinctive ring tone that alerts a user to calls that match specified criteria. Included with the Enhanced Voice Features bundle. Privacy A feature that specifies how the user's information is shared within the company. Q There currently are no entries for this letter. R Receptionist Web Console A program that lets front-office receptionists or phone attendants monitor and manage users' calls from Collaborate. Available as a Collaborate a la carte feature. recurring event Any event in a schedule that's repeated. Events can recur on a daily, weekly, monthly, or yearly interval. redirecting party The phone number that directs an incoming call to a different number. registered device A device with the Collaborate service that's in communication with, and signed in to, the AT&T network. When network connectivity, power, or connection to the local area network is lost, a device is not registered. Registered Location The address used by a 911 dispatcher to locate the caller in the event of an emergency. ring reminder A setting that plays a short burst of rings on a user's primary phone to alert the user that calls are being forwarded. Calls are forwarded using a feature that supports ring reminder, such as Call Forwarding - Always. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 12

13 S schedule Calendars and hours in the Collaborate service that reflect the company's or a user's time. Users can create personal work schedules that reflect their work hours and time off. Administrators can create and maintain a Business schedule for business hours and a Holiday schedule for holidays or non-business hours. Schedules consist of 1 or more events. Events added to a schedule determine when specific features are applied to a user's incoming calls. These features are controlled through schedules: Selective Call Acceptance, Selective and Anonymous Call Rejection, Call Forwarding on a Schedule, Priority Alert, Virtual Office, Voic , Meet Me Conferencing, Site Forwarding, Hunt Group, Auto Attendant, Sequential Ring, and Simultaneous Ring. Selective Call Acceptance A feature that lets a user define criteria that permit certain incoming calls to ring through. All other calls are blocked, and the caller is informed that the user doesn't want to receive the call. Included with the Enhanced Voice Features bundle. Selective Call Rejection A feature that lets a user define criteria that prevent certain incoming calls from ringing through. The caller is informed that the user doesn't want to receive the call. Included with the Enhanced Voice Features bundle. Sequential Ring A feature that lets a user define a "find-me" list of phone numbers that ring sequentially when incoming calls match specified criteria. If the user isn't reached at the first number, the service tries the second number. If the user isn't reached at the second number, the service tries the third number, and so on. session initiation protocol (SIP) A protocol used to control sessions with 1 or more participants. This protocol is used for Collaborate Voice over Internet Protocol (VoIP) phone calls. Shared Call Appearance/Multiple Call Arrangement Collaborate function that shows a person's line on 1 or more phones and allows calls to be made and received from these line appearances. This function can also show the main incoming line on more than 1 phone so that calls to that line can be answered from multiple places. Multiple Call Arrangement lets users make a call from a secondary device, even when the primary device is in use (on an active call). When a company administrator adds a secondary device to a user or adds a user s phone number as a secondary line appearance on someone else s device, the system applies Shared Call Appearance and Multiple Call Arrangement. There s no further action needed for the company administrator. Included in Basic Voice Seat. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 13

14 Shared Workspace bundle Collaborate service offering that includes hoteling and flexible seating options to help users manage drop-in and shared work spaces. Simultaneous Ring A feature that lets a user have up to 10 phone numbers ring simultaneously when the user's Collaborate phone number receives calls that match specified criteria. The first phone answered is connected. site code A dialing code that identifies a site. The site code plus the user extension form the incompany phone number. Used when the same extension can appear in multiple sites. Site codes aren't needed for calls made within the same site or when extensions are unique across the company. Site Forwarding A feature that redirects all incoming calls for users within a site who have this feature turned on. Calls are redirected to a single number specified for the site. Site Forwarding can apply at all times or when calls are received outside of specified business hours and on holidays. Included with the Enhanced Voice Features bundle. site homepage The site homepage is the main Collaborate page you use when you re logged in as a site administrator. The site homepage provides the following information: Administrators Number of site administrators at this site. À la carte Number of receptionist web console seats available and in use. Doesn t include Pre-alerting, Auto Attendant, or contact centers purchased à la carte. Basic Voice Seat Number of users assigned Basic Voice Seat. Contact Center bundle Number of Contact Center agents assigned out of the number purchased for this site. Departments Number of departments created at this site. Doesn t include child departments. Enhanced Voice Features bundle Includes the number of users assigned the Enhanced Voice Features bundle, and the number of seats in the bundle available to be assigned. Lines of service Number of phone lines currently assigned out of the total phone lines available. Shared Work Space bundle Number of seats assigned out of the number purchased for this site. Users Total number of users assigned Basic Voice Seat. site-specific settings Settings that apply to only a specified site, not to the entire company. standard dial restrictions Dial restrictions defined for a company. Administrators can apply all, some, or none of these restrictions to users. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 14

15 supervisor Person who monitors calls and performance of the agents assigned to contact centers. T three-way calling A feature that lets a user to add a third person on a call using the IP phone or Collaborate app Conferencing button. Included with Basic Voice Seat. threshold A setting that determines contact center call length and queue size. When the threshold level set is exceeded, the system alerts call center supervisors. Data about calls that appears to supervisors is color coded (yellow for moderate and red for extreme) to show the severity of a situation. U Unified Communications bundle Collaborate service that enables users to communicate seamlessly through voice, video, instant messaging, and group chat rooms. Includes Meet Me Conferencing and the Collaborate app for smartphones, tablets, and computers, so users can enjoy the benefits of Collaborate on the go. user A person with a profile in Business Center who has been assigned a Collaborate service phone number within the company. User Intercept Announcement A feature that administrators can use to provide callers with an announcement and call routing alternatives (such as sending calls to an operator or to voic ) when a user's phone is out of service. Included with Basic Voice Seat. V Virtual Office A feature that sets up other phone numbers (for example, a mobile phone number) to act like a Collaborate phone number. Users can then make and receive calls through the Virtual Office portal while away from their desks and have the calls appear as though they came AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 15

16 from the desk. Users dial into the Virtual Office voice portal, enter their phone number and PIN, and then follow the menu prompts to make a call. Included with Basic Voice Seat. Virtual On Net Users A feature that lets administrators set up phone numbers for sites not yet set up with the Collaborate service. Those numbers can then be reached by dialing an extension. Also known as Off Net Abbreviated Dial. Included with the Enhanced Voice Features bundle. Voic A feature that lets a user receive and manage voice messages. Included with Basic Voice Seat. voic box A repository of voice messages that users can access from a phone by entering their voic access number and PIN. voic PIN A voic personal identification number (PIN). The code users enter to access their voic . See also PIN. W There currently are no entries for this letter. X There currently are no entries for this letter. Y There currently are no entries for this letter. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 16

17 Z There currently are no entries for this letter. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 17

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