Glossary - S

SCAI

Switch Computer Application Interface: a protocol that defines how switches communicate with external computers. The term used by ANSI to describe CTI standards activities.

SCSA

Signal Computing Systems Architecture.

SCB

Screen-based telephony. Using the computer screen and keyboard to make and observe the progress of telephone calls. Also called computer-assisted auto-dialling or screen dialling.

Screen Dialling

Dialling from an object on the screen (e.g. name, number) and receiving information of call progress on screen.

Screen-pop

An example of Computer Telephony Integration that allows for associating a telephone call with the content of a particular computer application screen. The screen in this instance is pre-filled with database records somehow related to the associated telephone call.

Sequencing

The follow-up phone sequence set up by the supervisor based on the type of call results, when configuring a campaign. The sequence is then executed automatically. An example would be to first attempt to contact a customer on the home phone number on record. If such a call then results in a no answer or answering machine, the system will attempt to contact the customer at the work phone number on record.

Signalling Channel

The ISDN signalling or D Channel is typically used to convey messages, such as connected, disconnected and Caller ID, between the devices at the terminating ends of the switchboard connection.

Statement of Compliance

A formal, contractually binding, response by the vendor that states the technical and / or functional requirements to which the vendor's solution complies.

Supervisor

In a call centre, a supervisor manages a number of agents or CSR’s. The supervisor has special system rights and can for example monitor the agents' transactions and change agent status.

Switch

A name used to refer to a telephone system, whether it is a PBX, an ACD or a switching device within the PSTN.

SVD

Simultaneous Voice and Data. The simultaneous transmission of voice and data over the same telephone line. See also AVD, DSVD and VDCA.

System Administrator

A user on the system who has access to all functions, equipment or data on the system.