Table of contents

User documentation

Administrator documentation

Documentation for developers

Technical support

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CSTA (Computer Supported Telecommunication Applications)
CSTA is abstract layer for writting applications able to handle phone lines. Application gets information about phone lines using CSTA and sends back commands to PBX. More info here.

XAPI (API for 2N Ateus PBX)
XAPI is application inteface which is used by Ateus PBX's from 2N company, see 2N web pages.

UMS (Unified Messaging System)
Communication SW family from Datasys company, covering fax server Faxchange, voice solution Voicechange, SMS server Mobilchange and server for CTI (Computer Telephony Integration) Callchange.

User
Common user: agent, agent admin, administrator.

Agent
User which handles phone functions using CTI functions (callcenter operator). In operation state same as "ACD Agent".

Superagent
Callcenter operator, which is allowed to change its asignment to ACD groups.

ACD agent
Agent, which is member of outgoing or incoming calling group.

Agent Admin
Administrator, which has right to change agents settings and monitor them. Chief of agent shift.

CallCenter admin
Administrator, which has right to change callcenter properties configuration.

Group of Agents
Group of Agents with the same configuration. If agents has no own settings, it inherits group settings.

ACD group
Group of incoming phone numbers (see also campaign) to which agents log in.

Campaign
Client application (form) assigned to specific ACD group or designated to make an outgoing call.

Line
Phone line - inside Callchange identified by phone number.

Stand
Technically the same as line, but identified by CX name, which contains also information how device is monitored (e.g. "m:etha:221" is stand for line 221).

CTI group
Queue of incoming calls in Ericsson MD 110 phone exchange.

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