Glossary of Terms
What is VoiceXML?
VoiceXML is a standards-based language for writing applications that allow telephone access to web content. To learn more about VoiceXML, please visit the VoiceXML Forum.
What is CCXML?
Call Control eXtensible Markup Language (CCXML), as the name suggests, is the W3C standard, XML-based markup language, that provides rich telephony call-control capabilities to an interactive speech application. It controls how phone calls are placed, answered, transferred, conference, and more. CCXML works hand-in-hand with VoiceXML to provide a 100% standards and XML based solution for any telephony application. However CCXML could also be used with other dialog systems such as a traditional IVR (Interactive Voice Response) platforms created before VoiceXML was available. To learn more about CCXML, please visit the the W3 Organization.
What is XML?
Extensible Markup Language (XML) is a standard for creating markup languages which describe the structure of data. Extensible Markup Language (XML) is a simple, very flexible text format derived from SGML (ISO 8879). It is not a fixed set of elements like HTML, but rather, it is like SGML (Standard Generalized Markup Language) in that it is a metalanguage, or a language for describing languages. XML enables authors to define their own tags. XML is a formal specification of the World Wide Web Consortium
What is Interactive Voice Response (IVR)?
Interactive Voice Response (IVR) is a software application that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. IVR is usually part of a larger application that includes database access. Common IVR applications include:
- Bank and stock account balances and transfers
- Surveys and polls
- Call center forwarding
- Simple order entry transactions
- Selective information lookup (movie schedules, etc.)
An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data, and potentially the ability to record voice input for later handling. Using computer telephony integration(CTI), IVR applications can hand off a call to a human being who can view data related to the caller at a display.
What is CTI
Computer Telephony Integration (CTI) is the use of computers to manage telephone calls. The term is used in describing the computerized services of call centers, such as those that direct your phone call to the right department at a business you're calling. It's also sometimes used to describe the ability to use your personal computer to initiate and manage phone calls (in which case you can think of your computer as your personal call center).
What is OSS?
Operational Support Systems (OSS) generally refers to the system (or systems) that perform management, inventory, engineering, planning, and repair functions for communications service providers and their networks. Essentially, these systems are designed to automate manual processes, making operation of the network more error-free and efficient.
What Are Other Common Terms?
| Abbreviation |
Definition |
|---|---|
API |
Application Programming Interface |
DTD |
Data Type Definition |
EAR |
Enterprise Archive |
FTP |
File Transfer Protocol |
GUI |
Graphic User Interface |
HTTP |
Hyper Text Transfer Protocol |
ISDN |
Integrated Services Digital Network |
JAR |
Java Archive |
LAN |
Local Area Network |
PBX |
Private Branch Exchange |
POTS |
Plain Old Telephone Service |
PRI |
Primary Rate Interface |
PSTN |
Public Switched Telephone Network |
RAID |
Redundant Array of Independent Disks |
RTP |
Real-Time Transport Protocol |
SIP |
Session Initiation Protocol |
SIT |
Special Information Tone |
SNMP |
Simple Network Management Protocol |
SOAP |
Simple Object Access Protocol |
TTS |
Text To Speech |
TDM |
Time-Division Multiplexing |
VoIP |
Voice over Internet Protocol |