Administrator's Guide

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Issue 5 October 2002 1955555-233-506
Automatic Call Distribution (ACD) split
A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are
staffed by agents trained to handle a certain type of incoming call.
Automatic calling unit (ACU)
A device that places a telephone call.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very short calls
or a low number of very long calls may signify a faulty trunk.
Automatic Number Identification (ANI)
Representation of the calling number, for display or for further use to access information about the caller.
automatic restoration
A service that restores disrupted connections between access endpoints (nonsignaling trunks) and data end-
points (devices that connect the switch to data terminal and/or communications equipment). Restoration is
done within seconds of a service disruption so that critical data applications can remain operational.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost way to send a toll call.
automatic trunk
A trunk that does not require addressing information because the destination is predetermined. A request for
service on the trunk, called a seizure, is sufficient to route the call. The normal destination of an automatic
trunk is the communications-system attendant group. Also called automatic incoming trunk and automatic tie
trunk.
AUX
Auxiliary
auxiliary equipment
Equipment used for optional system features, such as Loudspeaker Paging and Music-on-Hold.
auxiliary trunk
A trunk used to connect auxiliary equipment, such as radio-paging equipment, to a communications system.
Aux-Work mode
A work mode in which agents are unavailable to receive ACD calls. Agents enter Aux-Work mode when
involved in non-ACD activities such as taking a break, going to lunch, or placing an outgoing call.
AVD
Alternate voice/data
AWOH
See Administration Without Hardware (AWOH).
AWG
American Wire Gauge
AWT
Average work time