All IP refers to the switch of communications methods in existing telecommunications networks to the Internet Protocol (IP). Fixed and mobile telephony and TV transmission will no longer be based on traditional circuit switching but on packet switching (see triple play and next generation network, NGN).
In UCware, this refers to an all-in-one hardware appliance with the relevant application installed and ready to use and any necessary interfaces integrated. The UCware Entry Appliance comprises the complete software for an IP PBX, as well as ISDN, A/B and PoE Ethernet ports.
- Automated attendant
Interactive voice response
The automated attendant lets callers connect to individual employees or departments by dialling a number between 0 and 9. You can store personalised audio messages for callers in UCware, such as the following: "Thank you for calling [company name]. Please select one of the following options: dial 1 for Customer Service, dial 2 for Sales..."
Auto-provisioning makes it quick and simple to set up several IP telephones in UCware. Each IP telephone is given an initial configuration in UCware. Users then log on to the telephone with their extension number and telephone PIN (see hot desking). The centrally stored user settings are now transferred from UCware to the relevant telephone.
- Busy on busy
Busy on busy specifies the maximum number of simultaneous calls in a caller queue. When that number is reached, all other callers will hear a busy signal. Alternatively they can be routed to a recorded message or a voice mailbox.
- Barred numbers
Certain numbers or number ranges, such as premium-rate numbers, can be barred for some or all users of the UCware IP PBX system.
- Call protection
See DND (Do not disturb)
- Caller queue
A caller queue will distribute incoming calls to several agents based on configurable criteria. It may automatically take calls and put them on hold until an agent becomes available. Depending on requirements, calls in the queue can either ring all agents simultaneously or be routed to available agents by statistical distribution.
Call-through connects two lines via UCware. A call-through user calls UCware and is authenticated with CLIP and a PIN. He or she then dial the destination number and is connected with that line via UCware. Originally, the call-through feature was used to save money on mobile phone calls (see busy on busy).
Calling line identification presentation
The caller's number is displayed on the called party's telephone.
Calling line identification restriction
The caller's number is blocked and not shown on the called party's telephone display.
Calling name identification presentation
The caller's name is displayed on the called party's telephone.
Computer telephony integration
CTI refers to the integration of computer software with a communications or telephony solution. The CTI applications from UCware permit, for instance, the editing of lists of calls or call waiting functions via drag and drop.
- Call detail recording
Call detail recording involves the storage of call details such as the caller's or the called party's number, the extension number, date, time and length of the call.
- Conference room
Conference rooms are used for conference calls involving more than three callers. Every conference room is assigned a dedicated telephone number, which can be called from internal and external lines. Theoretically, a conference can have an unlimited number of participants. Access to a conference room can also be secured with a PIN.
- Call waiting
The call waiting function (CW) permits toggling between two active calls. In contrast to a three-way call, the called party can speak to only one caller at a time. The other caller is put on hold and will normally hear either music on hold or an announcement.
Call forwarding parallel
Call forwarding parallel routes incoming calls to several lines including the number called. In contrast to call deflection or call forwarding, an incoming call to a specific number will make all destination telephones ring simultaneously. In UCware, an unlimited number of devices can be configured to ring simultaneously.
- Call pick-up
Call pick-up lets a caller take a call for another UCware number. The configuration of pick-up groups defines who is allowed to take whose calls.
- Call pick-up
Call information display
UCware members of a pick-up group can see which line was called, the caller's number and even their name.
- Call forwarding
With call forwarding set, calls are diverted to another number either immediately (call forwarding unconditional, CFU), after some time (call forwarding on no reply, CFNR) or when the line is busy (call forwarding busy, CFB).
In addition to these, UCware also has the call forwarding option "logged off". Call forwarding can be set up specifically for users who are no longer logged into the UCware IP PBX system.
All variants except for unconditional call forwarding (CFU) can be combined.
- Call forwarding profiles
Call forwarding profiles make it quick and simple to enable call forwarding. They can be set up to include specific destination numbers and call forwarding variants. Different call forwarding scenarios can be predefined, for instance, for business travel, holidays or meetings, which can then be enabled or disabled quickly. An unlimited number of call forwarding profiles can be set up for every user and caller queue.
Digital enhanced cordless telecommunications
DECT refers to a telecommunications standard for the wireless transfer of calls and data.
Direct outward dialling
In direct outward dialling, callers need not dial a digit for an outside line, usually a 0. When an internal number is dialled, UCware recognises it automatically and calls the internal line.
- E-mail to fax
In UCware, fax messages are sent as e-mail attachments (PDF) to the integrated fax server, which sends the attachments as fax messages.
- Fax to e-mail
The integrated fax server in UCware sends incoming fax messages as e-mail attachments (PDF) to the recipient.
Fixed-mobile convergence (FMC) means that callers can be reached via a landline number on a landline telephone or mobile, wherever they may be (one-number service). This is how network convergence and mobility are implemented by UCware and the UCware Mobile Client for iOS and Android.
- Free seating
See hot desking
- Hot desking
Hot desking refers to a type of workstation sharing, where employees work at any available desk rather than having a personal desk. It is used, for instance, in call centres or generally in shift work. UCware has transferred this concept to the workstation telephone. Employees can take their extension number and all telephone settings such as key assignments, ring tones, volumes or caller lists with them, wherever they are working.
The intercom function permits announcements to IP system telephones*, either individual lines or groups. The telephones will automatically take an intercom call and switch on the speaker in the base, allowing the caller to make a public announcement.
*only for IP system telephones that support the intercom function
- IP system telephones
IP system telephones simplify and standardise the operation of an IP PBX. They are also marked by a high level of integration. These phones display the busy state of internal lines, give users direct access to the central telephone directory, and show up-to-date information on caller queues directly on the display. One other major aspect is the central administration of all terminal equipment from the IP PBX (see auto-provisioning).
ISDN refers to a standard for the digital transfer of calls and data via the telephone network.
Interactive voice response
Least-cost routing can considerably reduce the price of calls to specific destination numbers. Based on the dialling code, UCware can determine whether a call should be routed via an SIP trunk, or via a GSM or landline gateway (PSTN, ISDN). This applies particularly to calls to mobile networks or international calls.
Lightweight Directory Access Protocol
LDAP is an application protocol that permits the retrieval and in some cases also the modification of directory service information. It is based on a client-server model and defines communication between a client and the directory server. LDAP permits, for instance, integration of a central address book with the UCware IP PBX, giving direct access to all connected IP system telephones and the UCware Desktop and Web Clients.
- Manager-assistant function
The manager-assistant function routes all calls for the manager to the assistant. The forwarded calls are nevertheless displayed on the manager's telephone and can be accepted simply by pressing a key. Alternatively, calls can be put through by the assistant.
Next generation network
In a next generation network, public switched networks such as the telephone, cable TV and mobile networks are combined into a single packet-switched network infrastructure (see triple play).
- One-number service
With the one-number service, callers can be reached on the same landline number, both in the office and on their mobile phone. Thanks to the UCware Mobile Client, this landline number is also shown on a called party's display when calls are made from the mobile. In stealth mode, it is also possible to transfer calls from a smartphone to the office landline and vice versa without interruptions.
- Peer-to-peer audio broadcasting
In UCware, VoIP equipment can establish audio connections (see RTP) directly with peer equipment rather than via the UCware IP PBX. The advantage is that the processing power required to transcode speech is supplied by the terminal equipment, thus reducing the burden on the IP PBX hardware.
Signalling via SIP will still go via the UCware IP PBX.
Public switched telephone network
This term and its abbreviation are generally used to refer to the circuit-switched telephone network (analogue/ISDN).
- Public address
- Round robin
Round robin refers to a possible distribution strategy for caller queues. All logged in agents are called one after the other until an incoming call is answered.
Real-time Transport Protocol
The Real-time Transport Protocol is defined in RFC 3550. It is used in IP-based networks for streaming media data (audio, video and text). Data are formatted into packets and generally sent via UDP. In VoIP, RTP is used to transmit speech data (similar to the B channels in ISDN).
- Seamless handover
Seamless handover makes it possible to transfer calls from one telephone to another without interruption.
Session Initiation Protocol
SIP refers to an open, standardised network protocol for initiating, controlling and terminating communications sessions between multiple participants. UCware relies on SIP, thus permitting the use of many compatible devices and solutions from other manufacturers.
- SIP BLF
SIP busy lamp field
SIP BLF is the up-to-date implementation of the traditional busy lamp field. On compatible terminal equipment, it indicates the availability or call status of internal UCware lines via an LED next to the relevant speed dialling key.
- SIP MWI
SIP message waiting indication
With SIP-MWI, new voice messages on a user's own voice mailbox can be indicated. Depending on the terminal equipment, there will be a dedicated button and LED or a message on the display.
Session Initiation Protocol Secure
In VoIP telephony, basic signal transmission between the terminal equipment and the IP PBX system or the network provider is based on SIP. This includes authentication and call initiation. SIPS is encrypted with TLS for secure transmission of signals.
Secure Real-time Transport Protocol
SRTP refers to a technical procedure for the encrypted transmission of multimedia data such as speech in a network. It is based on the Real-time Transport Protocol.
Session Traversal Utilities for NAT
A STUN server is used to determine a NAT router's own public WAN IP address and ports.
- System telephony
- Trunk access
Trunk access defines the telephone numbers or number ranges in the public network that a UCware user is permitted to call. This can be used to prevent, for instance, expensive international calls or calls to a mobile network.
- Trunk line bundling
Bundling trunk lines means combining several access lines to a landline. The special feature of UCware is that different line types can be bundled (for instance, ISDN BRI, ISDN PRI and SIP trunk lines). Individual trunk line bundles can be assigned freely configurable access numbers.
- Three-way calling
In three-way calling, one UCware line can be connected to two other lines simultaneously. These can be internal or external lines.
- Temporary blocking of the caller ID (CLIR)
Calling line identification restriction
See calling line identification restriction, CLIR
T.38 is a protocol for sending fax messages via a computer network. It converts the analogue fax signals into an image that can be sent via the computer network. T.38 is defined in RFC 3362.
Telephony Application Programming Interface
TAPI is a software-based telephony programming interface that was introduced by Microsoft and Intel in 1993. The interface is normally installed on client systems in the form of a driver. Applications for the UCware TAPI include the integration of Microsoft Outlook or of ERP and CRM programs. Some telephony functions of the UCware IP PBX can also be managed via the UCware TAPI, such as call initiation.
- Triple Play
Triple play refers to a complete package offered by network providers, including Internet access, (VoIP) telephony and TV services (IPTV).
User agent computer-supported telecommunications applications
uaCSTA defines a standard used in computer-telephony integration (CTI).
To make business processes as efficient as possible, the various communications channels such as voicemail, fax messaging, telephony and e-mail messaging are combined in a consistent and familiar user interface.
Voice over IP
Voice over IP refers to telephone communication via an IP-based network. In VoIP, information is transmitted via a packet-switched network, whereas analogue and ISDN telephony use circuit-switched networks. The main advantage of VoIP is that it can use the existing IP infrastructure.