Glossary for Avaya Voice Portal

Transcription

1 Glossary for Avaya Voice Portal June 2006

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickwrap" license accompanying or applicable to the Software ("Shrinkwrap License"). The text of the Shrinkwrap License will be available from Avaya upon End User s request (see Third-party Components" for more information). Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Providing Telecommunications Security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that can be accessed by this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who might be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions might be either to/through synchronous (time-multiplexed and/or circuit-based), or asynchronous (character-, message-, or packet-based) equipment, or interfaces for reasons of: Utilization (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there might be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it might result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you Avaya s customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers must carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products TCP/IP Facilities Customers might experience differences in product performance, reliability and security depending upon network configurations/design and topologies, even when the product performs as warranted. Standards Compliance Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of this equipment or the substitution or attachment of connecting cables and equipment other than those specified by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or attachment is the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc. might void the user s authority to operate this equipment.

3 Federal Communications Commission Statement Part 15: Note: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense. Canadian Department of Communications (DOC) Interference Information This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada. This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment. European Union Declarations of Conformity Avaya Inc. declares that the equipment specified in this document bearing the "CE" (Conformité Europeénne) mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). Copies of these Declarations of Conformity (DoCs) can be obtained by contacting your local sales representative and are available on the Avaya Support Web site: Trademarks Avaya, the Avaya logo, and Communications Manager are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:

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5 Contents Preface Purpose Audience Related documents Glossary Glossary for Voice Portal June

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7 Preface This section contains the following topics: Purpose on page 7 Audience on page 7 Related documents on page 7 Purpose The purpose of this guide is to provide definitions for the terms used in Avaya Voice Portal. Audience This guide is intended primarily for everyone who uses Avaya Voice Portal. Related documents The other documents in the Voice Portal library include: Planning for Avaya Voice Portal Installing, Upgrading, and Configuring Avaya Voice Portal Administering Avaya Voice Portal Managing Speech Applications for Avaya Voice Portal Troubleshooting Avaya Voice Portal Events and associated alarms Glossary for Voice Portal June

8 Preface 8 Glossary for Voice Portal June 2006

9 Glossary ADR AES ANI API Application Detail Record ARIA ASR Automatic Number Identification Automatic Speech Recognition Call Data Handler Call Detail Record CCXML CDH CDR See Application Detail Record. Advanced Encryption Standard. A symmetric data encryption standard which uses 128-bit block size for encryption. Automatic Number Identification. A service that provides the originating telephone number of a call coming in to the system. Application Programming Interface. A set of routines, protocols, and tools used as building blocks for creating software applications. Abbreviated ADR. Data records which contain historical information about an application used as part of a session. These records include information such as the session ID number, a timestamp, and a "friendly name" string determined by the developer who created the application. Legacy voice messaging software. See Automatic Speech Recognition. See ANI. Abbreviated ASR. Technology that allows a computer to recognize spoken words and respond appropriately. Abbreviated CDH. The component within the VPMS responsible for downloading and storing data from the MPP pertaining to call history events. The types of records downloaded include the Call Detail Record, the Session Detail Record, and the Application Detail Record. Abbreviated CDR. Data records which contain historical information pertaining to a call. These records may include information such as the ANI (Automatic Number Identification) of the caller, the duration of the call, and the outcome of the call. Call Control extensible Markup Language. An emerging XML specification, being developed to work in conjunction with VoiceXML and which addresses some of the technical limitations of VoiceXML. It enables the processing of asynchronous events, filtering and routing of incoming calls, and placement of outbound calls. Note that it is not intended to replace VoiceXML but rather to supplement it. For more information, see Ian Moraes s excellent article, "VoiceXML, CCXML, SALT: Architectural Tools for Enabling Speech Applications," on the Internet. See Call Data Handler. See Call Detail Record. Glossary for Voice Portal June

10 CPU CPU Data Encryption Standard DNIS fault management Central Processing Unit. The part of a computer that interprets and executes instructions. Abbreviated DES. A symmetric data encryption standard which uses 56-bit block size for encryption. Dialed Number Identification Service. A service that identifies for the receiving system what telephone number was dialed by the caller. In the Voice Portal system this is often used to direct the call to a particular speech application, which is identified with that dialed number. Detection, isolation, and correction of failures or performance degradation in network elements. These failures or errors are commonly known as events and alarms. fault tolerance The ability of a system to recover, without intervention, from one or more system failures or errors to a reliable, stable state, even if only to a less functional state. H.323 A hierarchical, IP-based telephony standard for connecting IP telephones and speech applications to switches. IDE INADS Integrated Development Environment Intuity LDAP Media Processing Platform Media Resource Control Protocol MMS Integrated Development Environment. A software application that typically provides a GUI environment, a text and/or code editor, a compiler and/or interpreter, and a debugger. This allows application or web developers to develop, test, and build their applications or websites within a single integrated space. Initialization and Administration System. Used by Avaya Services personnel located at the Technical Service Center (TSC) to initialize, administer and troubleshoot customer communications systems remotely. SSG - Secure Services Gateway. Device on customer network that provides secure remote access and alarming via Avaya Services. See IDE. Legacy Avaya messaging platform. Lightweight Directory Access Protocol. A set of protocols and standards for accessing information directories. Abbreviated MPP. The component of the Avaya Voice Portal system that is responsible for accepting incoming calls, accessing the appropriate speech applications, coordinating speech resources, and communicating with the switches or gateways, using H.323 or SIP. Abbreviated MRCP. A communication protocol which allows speech servers to provide various speech services (such as speech recognition and speech synthesis) to its clients. MPP Management Service. A Web service on the MPP that the VPMS uses to send heart-beat requests, configuration changes, and commands. 10 Glossary for Voice Portal June 2006

11 Session Initiation Protocol MPP MRCP MultiVantage NMS OAM&P OMS OMS Poller Operations Management Server persistence persistent data RTP RTSP SDR Secure Services Gateway Session Detail Record Session Initiation Protocol See Media Processing Platform. See Media Resource Control Protocol. An Avaya call-processing software and PBX product line. Network Management System. The system responsible for managing a network or a portion of a network. The NMS can also listen for traps from devices. Operations, Administration, Maintenance, and Provisioning. See Operations Management Server. A component of VPMS which: Periodically polls each MPP to retrieve status information Distributes telephony ports Sends configuration information and state commands to manage the MPP Abbreviated OMS. The Avaya server used by the OMS Poller. The characteristic that allows a software object to continue to exist despite changes in time, location, or the context in which the object was established. Data which is held in storage in such a way that it is retained or archived, even when the system on which it resides is shut down. Examples include Call Detail Record and system configuration data. Real-time Transfer Protocol. A protocol for transmitting "real-time" data, such as audio or video data, across the Internet. This protocol does not guarantee "real-time" delivery of such data, but it does provide mechanisms to support data "streaming." Real Time Streaming Protocol. A protocol for use in streaming media systems which allows a client to remotely control a streaming media server, issuing VCR-like commands such as "play" and "pause", and allowing time-based access to files on a server. See Session Detail Record. Abbreviated SSG. Device on customer network that provides secure remote access and alarming via Avaya Services. Abbreviated SDR. Data records which contain historical information pertaining to a caller s session. These records may include information such as the statistics related to the speech recognition or text-to-speech (TTS) technologies employed as part of the session. See SIP. Glossary for Voice Portal June

12 Simple Network Management Protocol Simple Network Management Protocol SIP SNMP Speech User Interface SSG SSL SUI TCP/IP Telephone User Interface TTS TUI UDP VoiceXML See SNMP. Session Initiation Protocol. A signaling protocol for the Internet that makes it possible to set up conferencing, telephony, events notification, and instant messaging. Within a VoIP framework, it initiates call setup, routing, authentication, to endpoints within an IP domain. Simple Network Management Protocol. Provides a means to monitor and control network devices, and to manage configurations, statistics collection, performance, and security. See SUI. See Secure Services Gateway. Secure Sockets Layer. A protocol for transmitting private data securely over the Internet. By convention, URLs that use SSL require a connection using the HTTPS protocol, rather than just HTTP. Speech User Interface. Any software interface that allows the user to interact with the system using speech commands and audio prompts. Transmission Control Protocol/Internet Protocol. A protocol for communication between computers, used as a standard for transmitting data over networks and as the basis for standard Internet protocols. See TUI. Text-to-Speech. Technology that allows information in text format to be rendered as audio output using a speech synthesis engine to simulate human speech. Telephone User Interface. Any software interface that allows the user to interact with the system using a telephone or similar device. User Datagram Protocol. A connectionless protocol that, like TCP, runs on top of IP networks. Unlike TCP/IP, UDP provides very few error recovery services, offering instead a direct way to send and receive datagrams over an IP network. It is used primarily for broadcasting messages over a network. (Sometimes VXML) Voice extensible Markup Language. A specification that allows a user to interact with Internet-based resources using voice recognition technology. Instead of a typical Web browser that requires a combination of HTML, keyboard, and mouse device, VoiceXML relies on an Internet voice browser and/or telephone. Using VoiceXML, the user interacts with the Web "page" by listening to audio outputs (either pre-recorded or using a technology such as TTS) and by submitting input in the form of the user s natural speaking voice and/or manual responses, such as telephone key presses. 12 Glossary for Voice Portal June 2006

13 XML Voice Portal VPMS VXML WebLM WSDL XML Avaya Voice Portal is an internet protocol (IP) based platform that supports interactive voice response (IVR) functions. Voice Portal provides an IP-based environment for automated self-service telephone transactions that an operator, attendant, or contact center agent might otherwise perform. Voice Portal Management System. The VPMS is the centralized management system for Voice Portal. Each Voice Portal deployment has a single instance of the VPMS that manages all MPPs within the same system. The VPMS also provides a Web interface for administering a Voice Portal system. See VoiceXML. Avaya License Server which manages licenses for various products. Web Services Description Language. An XML-formatted language used to describe a Web service s capabilities. extensible Markup Language. A specification for the presentation of Internet documents, one which expands on the capabilities of HTML. A pared down version of SGML (Standard Generalized Markup Language), XML allows designers to create their own customized tags, which allows them to do things over the Internet that cannot be done using simple HTML. Glossary for Voice Portal June