Avaya Interaction Center, Programmer'S Manual

Page: 14 / 138

Definition of terms and concepts
14 VTel Programmer Guide
Phones, calls, and switches
The terms call, call type, phone , line appearance , and switch , as used in this manual, are
defined in the following table.
Term Definition
Call An active connection between two or more parties that
allows transmission of speech
Call type One of two different types of calls:
●
direct calls, which are calls placed to a specific
equipment phone number
●
ACD calls, which are calls placed to a phone number
controlled by an Automatic Call Distribution (ACD)
system.
Phone A phone number that can accept or make calls and has
at least one line appearance available. There are two
types of phones discussed in this manual:
●
simple phones, which can only accept direct calls
●
ACD phones, which can accept both direct calls and
ACD calls.
Line appearance The number of simultaneous calls possible on a phone.
Available line appearances for a phone can be inbound
or outbound, internal or external, and can have mixed
limits for different call types.
Switch A telephone switching system, such as a Private Branch
Exchange (PBX) or an ACD system.The term ACD is
often used in this manual to refer to any switch or
system, such as the Expert Agent Selection (EAS) on
the Avaya DEFINITY switch, capable of routing calls
through a queue.