ACD: Automatic Call Distributor—an automated method of assigning incoming calls to agents.

CTI: Computer Telephone Integration—the integration of legacy telephone equipment with “modern” computer systems.

DBS: Digital Business System—a digital hybrid key product line of PSCC (Panasonic Systems and Communications Company)

DSP: Digital Signal Processing—a computational method of processing digitized analog signals.

DTMF: Dual-Tone Multi-Frequency—Touch tones from a telephone keypad.

HIL, WIL: CTI protocols used by many Harris PBX systems

IVR: Interactive Voice Response—systems that prompt users for data and respond to input either via speech recognition or through DTMF input.

MML: “Man Machine Language”—a programming interface for the Fujitsu F9600 PBX.

PBX: A private telephone switchboard. QNX: A real-time operating system produced by Quantum Systems, Inc.

SMDI: Simplified Message Detail Indication—A Bellcore standardized serial protocol for reporting where inbound calls are coming from and for setting message indicator lamps.

SMDR: System Management and Detail Recording or also “CDR”, for call detail recording. Used typically on PBX equipment to output call records for inbound and outbound calls for billing purposes.

SPI: Service Provider Interface. A means for a vendor to supply a low level driver to support a higher level CTI protocol, such as TAPI or TSAPI.

TAPI, TSAPI: CTI Application Interfaces. TAPI is a Microsoft standard for Windows telephony applications. TSAPI is a semi-open standard promoted by various switch manufacturers. TSAPI has primarily been implemented by Novell, and is historically based on CSTA.

TCSI,CSTA: Low level communication protocols for CTI. TCSI is a Fujitsu F9600 protocol. CSTA is common on Siemens and AT&T (Lucent) switches and was intended as an open standard (see TSAPI).