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Glossary
A brief explanation of technical terms.

Here you can find abbreviations, explanations and translations of technical terms from the estos world.

1st-party - the single-user workplace

In single-user workplaces, there is usually a direct connection between the telephone and computer, which can also be achieved via LAN.

3rd party - the network solution

Within network solutions, the control and monitoring of phones and their assignment to users takes place centrally on a server, which generally has applications for easy administration as well as additional, intelligent services. These are the basics for team cooperation and thus create a significant added value compared to single-user solutions.
ProCall Enterprise has a very powerful and scalable 3rd-party CTI implementation with all VoIP, hybrid or traditional TDM telephone systems as long as their interfaces support CSTA or Microsoft TAPI.

Application Service Provider

The Application Service Provider (abbr.: ASP) is a service provider that provides an application (e.g. an ERP system) for information exchange via a public network (e.g. Internet) or via a private data network. The ASP deals with the entire administration, such as data backup, the installation of patches, etc. Unlike application hosting, part of the ASP service is also a service (e.g. customer support) around the application. Here the required software is not purchased but rented for use via the data network when required. With the aid of ASP services, companies can outsource entire administration sectors or process steps and thus focus on their core business.

Collaboration

Collaboration (Cooperation) describes sum of various tools which are available for individuals within an organization to enable them to work optimally together . These tools which allow workgroup or team collaboration even they operate separately in time or space are named as collaboration tools or collaboration features . Examples would be functions such as writing e-mails, the mutual visibility of calendars, using wiki or blogs within the company . estos offers with ProCall 5 Enterprise numerous collaboration functions such as  desktop sharing and audio / video chats.

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI) designates the connection between the telecommunication world (TC) and the world of information technology (IT). CTI allows calls to be established, received and ended automatically from computer programs. CTI also enables callback and the forwarding and mediation of calls as well as the establishing of conference calls. Typical CTI programs signal all statuses of telephone devices to the user, regardless of whether they are non-wireless or mobile devices.

The integration of the world of telecommunication (TC) with information technology (IT) can take place on different levels: integration of data services, integration on the application layer and in the user interfaces. The CTI viewpoint differentiates generally between two architectures, but mixed versions are also possible: 1st party CTI for the single-user workplace and 3rd party CTI for networked workplaces.

estos Business Partner

estos Business Partners have achieved the first level of certification within the framework of the partner program. With the successful completion of a 1-day workshop, including examination by the instructor of estos or an authorized distribution partner (estos Competence Center), the respective employee of the company obtains the distinction of being an estos Business Partner (personal certification). The associated company is authorized to place the estos Business Partner logo on its website.

estos Competence Center

estos Competence Centers are distribution partners in Germany, Austria and Switzerland who are specially distinguished by estos. They have the Expert Partner status and are distinguished by the fact that they regularly offer independent estos Business Partner workshops for their specialist dealers at their sites. They always use the latest ProCall Enterprise as well as ProCall Mobile and MetaDirectory versions and are contact partners for First Level requests from specialist dealers. They provide expert advice on all estos products including all collaboration functions and also the Federation technology to improve communication with resellers.

estos Expert Partner

estos Expert Partners have reached the second level of certification within the framework of the partner program. With the successful completion of the 2 1/2 day training and passed certification test, the respective employee of the company obtains the distinction of being an estos Expert Partner (personal certification). The associated company is authorized to place the estos Expert Partner logo on its website. Expert Partners have experience in the marketing and provision of estos solutions and can individually solve and adapt specific requirements of customers.

Federation

Federation is an open standard for networking servers. Here trust positions and connections for information exchange or comparing domains are defined from server to server. With regard to communication and teamwork, the basis is provided by the protocols SIP/SIMPLE and XMPP. With Federation, networked servers, e.g. ProCall Enterprise, Microsoft Lync, Cisco Jabber or IBM Sametime, can exchange information such as Instant Messages, presence or audio/video with each other. The Instant Message address is used as the address of the participant, which can be a SIP or XMPP address, for example, comparable to an e-mail address.

The benefit for users is comparable to e-mail with regard to addressing, however several types of media (multimedia) can be included in the communication. The necessary steps for the successful setup of a Federation are comparable to the setup of an e-mail system.

Instant Messaging

Instant Messaging (IM) is a method of communication that is characterized by short text messages. It is also colloquially called chat or chatting. With this method, two or more persons communicate with each other in real-time - without a noticeable time delay, comparable to a normal conversation. Chats are often used for an uncomplicated and quick exchange of information, for which a prompt response is helpful or even necessary. 

Partner Program

With the estos Partner Program, we focus on specialist dealers, system vendors and system integrators. With the program, on the one hand, in-depth expertise in the area of Unified Communications & Collaboration is established. On the other hand, the estos team supports its partners through active sales support and marketing materials for the marketing of its solutions. The estos Partner Program is structured in two stages. Training for estos Business Partners takes place in a 1-day workshop. In the second stage, certification for the estos Expert Partners takes place in a 2 1/2 day training course. A requirement for participation in the program is registration as an estos reseller.

Presence Management

The presence is described as the status of a person or resource (e.g. a room), which can be available, busy, do not disturb or absent. The presence helps to find out whether a contact can now be reached or is busy. In this way, a form of communication adapted to the situation can be selected, e.g. Instant Messaging, telephone or e-mail.

In a professional presence management system, individual settings and the calendar status or the status of the telephone are included in the presence of a person and therefore enable a more accurate statement about their availability. If a contact is in a meeting, this is expressed in the presence by "busy - in a meeting", for example. In addition, further information is specified at the time of availability.

Reverse search

Reverse search, inverse search or CLIP search refers to a search process where contact details (e.g. name, address, customer data, order status) linked to a call number or Internet address are searched for.

For a complete reverse search, comprehensive contact databases must be used. These contact databases are generally telephone directories, directory services (e.g. LDAP, Microsoft Active Directory) or CRM/ERP and industry solutions. This contact data is often available with different degrees of quality, i.e. the data saved cannot always be programmatically evaluated in the original. For example, here the MetaDirectory is then used. The  MetaDirectory collects data from different databases and processes it so that a reverse search is possible. 

In combination with ProCall Enterprise, the search settings can be further adapted - for example, so that if no direct match is found, the last 2 or 3 digits of the telephone number are removed and replaced with a 0. The suitable possibilities are sorted and displayed according to the probability of a match. In this way, even callers who call from an extension in a large company can be identified. This so-called "company search" provides an even higher match accuracy.

Unfied Communications

Unified Communications (UC) applications make communication in companies more effective. They optimize the workflow of the users by minimizing errors, making repeat activities easier and simplifying collaboration in a team and with business partners. With this, Unified Communications incorporates the central idea of computer telephony (simply dial/dial assistance, Click2Click) and transfers it (Gartner, the market researcher, calls it "

reduce the human latency

") even to other media such as e-mail, Instant Messaging, Desktop Sharing and video communication.

In contrast to a traditional CTI solution that is structured with a telephone line at the center, the latest generation of Unified Communications software is based on a person-oriented architecture. This places the focus on the communication partner - the dialog partner.

This principle driven by SIP technologies is just as decisive for a successful implementation of a Unified Communications strategy in companies in the long-term as the perfect interaction with their existing ITC infrastructure.

Background: The convergence of telephony technologies (Voice over IP) is joined by a convergence of software applications on the PC workplace. Modern Internet-oriented protocols such as SIP accelerate this process. Its aim is to allow individuals, teams and organizations to handle their tasks faster and more efficiently. As a result, traditional CTI appears to be fading in the background but is gaining significance under the surface as it now enhances almost all communication-oriented business applications with the component of telephony.

The traditional CTI application "dial assistance" has turned into a suite of applications on the subject of Unified Communications. In addition to CTI and presence management, this also includes Instant Messaging services that have won recognition for fast, confidential communication with colleagues, customers and partners even when compared with e-mails - as well as desktop sharing and video communication. The user gains an overview and monitors the differentiated events at the workplace from individual interfaces which can be designed for an optimum workflow. Transparency prevails on the server side. Otherwise, the need for integration with other applications would not be covered.

WebRTC

WebRTC is understood as several standardization initiatives combined by Google under the open source project webrtc.org for different standardization bodies for communication and collaboration in real-time on the Internet (Real Time Communication or RTC). It enables the establishment of a direct connection (Peer-to-Peer or P2P) between two web browsers. This connection, on the other hand, enables the exchange of audio/video or other data in real-time. The standardization bodies are the IETF (Internet Engineering Task Force) and W3C (World Wide Web Consortium). WebRTC has the potential to dramatically transform our communication behavior as many barriers are brought down for users and programmers. In any case, webRTC accelerates the acceptance of audio/video communication as there is no need to use plug-ins or proprietary technologies. A compatible browser (Chrome, Mozilla), suitable camera and headset are enough.