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Glossary of Help Desk Terms

Area of Concern

Term

Definition

General Terms	Incident	Any occurrence which is not part of the standard operation of a service and which causes, or may cause, an interruption or reduction in the quality of that service.
	Request	Request indicates the desire for a change in the operation of a service.
	Conference Impacted	A conference is impacted when a disruption to the service occurs, creating an incident.
	Conference Not Impacted	A conference is not impacted when a service change (request) to the conference is desired.
	Ticket	A ticket is means by which an incident or request is conveyed to Service Desk. A ticket can be created via a conference, a customer/user, a monitored device, or internal support personnel.
	GMT	Greenwich Mean Time - this is local time on the Greenwich meridian in England. Eastern Standard Time (EST) is five hours earlier than Universal Time (UT).
	Actual Start	The moment when active work begins on a ticket.
	Actual Finish	The moment when active work on a ticket ends and the ticket is marked as “Closed” in Service Desk.
	Open Duration	The all-inclusive time between the ticket’s opening time stamp and it’s final closed time-stamp.
	Event	An occurrence that is identified and recorded by Wire One Communications' Remote Endpoint Monitoring system.
	Videoconference-(ie a normal, occurred bridged conference with one or more video sites)	For reporting purposes, a videoconference includes only normal, occurred conferences. Certification tests, engineering tests, and Endpoint Connect conferences are excluded.

Area of Concern	Term	Definition
Conference Impact	Impact	Indicates the effect of an incident or request.
	Conference Canceled	Incident caused the conference to be canceled.
	Conference Not Impacted	Service request that had no impact on the conference experience.
	Resolved During Setup	An Incident that was resolved prior to the conference start.
	Conference Impacted Late Start	An incident that resulted in a delay to the conference start.
	Leg Canceled	An incident that resulted in a leg being unable to participate.

Area of Concern	Term	Definition
Status	Status	Indicates the progress or current state of a ticket.
	Registered	A ticket that has been generated by a monitored device that has not yet been assigned.
	In Progress	A ticket that is being worked on.
	Completed	A ticket for which the work has been completed but the customer or requestor has not yet been notified.
	Informed	A customer has been informed of the solution or work-around.
	Closed	A ticket that has been finalized and is locked.
	Waiting	A ticket that is awaiting response from a customer or vendor.

Area of Concern	Term	Definition
Source	Source	Indicates a ticket’s area of concern or issue origin.
	Customer Premise Equipment	Incident is related to customer’s equipment.
	Customer/User	Incident is related to a customer or user’s request.
	Network	Incident is related to a connectivity issue.
	Production	Incident resulted from conference production.
	Service Provider Infrastructure	Incident involves the service provider’s equipment or other infrastructure.
	See “Customer Memo”	Unable to determine source – see the customer memo for details.
	Request (Not An Incident)	Source is unrelated to an incident.
	Virtual Gateway	Connects short-haul ISDN lines with long-haul IP connections.

Area of Concern	Term	Definition
Symptom	Symptom	Describes the reported behavior associated with an incident.
	Audio – Echo	Audio portion of a conference experienced echo.
	Audio - No Transmit/No Receive Or Both	Conference participants could not receive or transmit audio.
	Audio - Poor Quality	Audio portion of a conference experienced poor quality.
	Conference Does Not Match Customer Expectations	Conference experience is different than what customer expected.
	Disconnect - Isolated	Site participating in a conference experienced a disconnect.
	Disconnect - Repeated	Site participating in a conference experienced multiple disconnects.
	EPC - Failed To Launch	Failure to launch an endpoint connect (non-bridged) conference.
	See “Customer Memo”	The symptom cannot be described by a pre-set category. See memo for details.
	Video - Unable To Connect Dial-In	Site was unable to connect via dial-in.
	Video - Unable To Connect Dial-Out	Site was unable to connect via dial-out.
	Video - Frozen Video	Conference experienced frozen video.
	Video - No Transmit/No Receive Or Both	The endpoint is either not sending video to the far end, not receiving video from the far end or both.
	Video - Poor Quality	Conference experienced poor quality video.
	Video - T120/Data View Issue	Conference experienced an issue with T120 or Data View.
	Virtual Gateway - Insufficient Bandwidth	Virtual Gateway lacked sufficient bandwidth to connect a site.
	Audio - Bridge Incident	Conference experienced an incident related to audio on the bridge.
	Video - Bridge Incident	Conference experienced an incident related to video on the bridge.
	Video - Conf Drop	Conference experienced a drop of all involved sites.
	Video - Site Drop	Site involved in a conference experienced a drop.
	Video - Unable To Connect At All	Unable to connect a site via video.
	Webconferencing Incident	Incident was related to a Webconference.
	RDM Loss	Incident was related to the failure off an RDM device.
	Control Loss	RDM cannot communicate with the device
	ISDN Loss	Incident was related to the loss of ISDN connectivity.

Area of Concern	Term	Definition
Resolution	Resolution	Incident was related to the loss of ISDN connectivity.
	Unresolved	Describes how an incident or request was resolved.
	Audio Muted	Incident or request is not resolved.
	Disconnect/Reconnect	Incident was resolved by muting audio on a site/sites.
	Endpoint Connect Moved to Bridge	Incident was resolved by disconnecting and reconnecting a site.
	Endpoint Connect Voided	Incident involving a non-bridged call was resolved by moving to a bridge.
	Changed Dial Direction	Incident was resolved by changing the dial direction from dial-in to dial-out or dial-out to dial-in.
	Changed MLP Rate	Multi Layered Protocol used in T-120 conferencing.
	Changed Network	Incident was resolved by moving a site or sites to a different network carrier.
	Changed Settings on Bridge	Incident was resolved by modifying bridge settings for the conference.
	Changed Transmission Rates	Incident was resolved by changing transmission speeds.
	Customer Changed ISDN Lines	Incident was resolved by a customer changing ISDN lines.
	Gatekeeper Registration	Incident was resolved through the registration of an affected site with a gatekeeper.
	H.323 to ISDN	Incident was resolved by changing the transport protocol from H.323(IP) to ISDN.
	ISDN to H.323	Incident was resolved by changing the transport protocol from ISDN to H.323 (IP).
	Participated via Audio	Incident was resolved by having a site participate via Audio.
	Reconnected Site(s)	Incident was resolved by reconnecting a site.
	Resolved CPE Issues	Incident involving customer premise equipment (CPE) was resolved.
	See “Customer Memo”	Incident was resolved – see customer memo for detailed description.
	Moved Site/Conference to Another Bridge	Incident was resolved by moving a conference or site to another bridge.