vocabulary:
  name: Windstream Holdings Vocabulary
  description: >-
    Domain vocabulary for Windstream Holdings covering unified communications,
    contact center operations, voice API, broadband networking, and telecom
    managed services. Includes terms for OfficeSuite UC, CCS (Contact Center
    Services), SD-WAN, and Kinetic broadband.
  version: '1.0'
  created: '2026-05-03'
  modified: '2026-05-03'
  tags:
    - Telecom
    - Unified Communications
    - Contact Center
    - Voice
    - Broadband
    - SD-WAN
    - Managed Services

terms:
  - term: OfficeSuite UC
    definition: >-
      Windstream's Unified Communications as a Service (UCaaS) platform offering
      voice, video, messaging, and collaboration tools for businesses. OfficeSuite UC
      is the primary product delivered through the Voice API (silhouette platform).
    category: Product
    tags:
      - UCaaS
      - Voice
      - Collaboration

  - term: CCS (Contact Center Services)
    definition: >-
      Windstream Enterprise's Contact Center as a Service (CCaaS) platform providing
      inbound/outbound call routing, agent management, ACD queues, presence management,
      and multi-channel communications including voice, web chat, and SMS.
    category: Product
    tags:
      - Contact Center
      - CCaaS
      - Agents

  - term: Kinetic
    definition: >-
      Windstream's consumer and small business broadband brand offering fiber-to-the-
      premise internet service, with over 2.1 million passings in rural and suburban
      markets across 18 U.S. states as of 2026.
    category: Product
    tags:
      - Broadband
      - Fiber
      - Consumer

  - term: HAL (Hypertext Application Language)
    definition: >-
      A hypermedia format used by the Windstream Voice API for resource representations.
      HAL responses include _links objects that describe available actions and related
      resources, enabling API discoverability.
    category: API Standard
    tags:
      - API
      - HAL
      - REST

  - term: silhouette
    definition: >-
      The underlying platform name for Windstream's Voice API, providing REST-based
      call control, extension management, and UC configuration services.
    category: Platform
    tags:
      - Platform
      - Voice
      - API

  - term: ACD (Automatic Call Distributor)
    definition: >-
      A contact center system that automatically routes incoming calls to available
      agents based on configured rules. In the CCS API, ACDs are represented as
      queues with metrics for queue length and agent availability.
    category: Contact Center
    tags:
      - Contact Center
      - Routing
      - Queues

  - term: Auto-attendant
    definition: >-
      An automated voice response system that answers calls and routes them based
      on DTMF keypad input from callers. Auto-attendants in the Voice API can have
      multi-level menus with transfer, voicemail, and disconnect actions.
    category: Voice
    tags:
      - Voice
      - IVR
      - Routing

  - term: Extension
    definition: >-
      A unique telephone number assigned within a business phone system (PBX).
      Windstream extensions can be of type user, auto_attendant, hunt_group,
      voicemail, or conference, and are identified by extension number within a tenant.
    category: Voice
    tags:
      - Voice
      - Extensions
      - PBX

  - term: Tenant
    definition: >-
      An isolated organizational unit in the Windstream UC or CCS platform,
      typically representing a business customer. Tenants have their own extensions,
      users, queues, and configuration settings.
    category: Platform
    tags:
      - Tenant
      - Multi-tenant
      - Platform

  - term: Agent State
    definition: >-
      The current presence/availability status of a contact center agent. Common
      states include Available, Busy, On Break, and custom states defined per tenant.
      Agent state determines whether the agent receives new inbound calls.
    category: Contact Center
    tags:
      - Agents
      - Presence
      - Contact Center

  - term: SD-WAN
    definition: >-
      Software-Defined Wide Area Network — a managed networking solution offered
      by Windstream Enterprise for enterprise customers, providing centralized
      network management, traffic optimization, and security policy enforcement
      across distributed locations.
    category: Network
    tags:
      - SD-WAN
      - Network
      - Managed Services

  - term: UCaaS
    definition: >-
      Unified Communications as a Service — a cloud-delivered communications
      platform that integrates voice, video, messaging, presence, and collaboration
      tools. Windstream's OfficeSuite UC is its UCaaS offering.
    category: Industry
    tags:
      - UCaaS
      - Cloud
      - Communications

  - term: DTMF
    definition: >-
      Dual-Tone Multi-Frequency — the telephone signaling system using audio
      frequencies for keypad input (0-9, *, #). Used in auto-attendant menu
      navigation in the Windstream Voice API.
    category: Technical
    tags:
      - DTMF
      - Voice
      - IVR

  - term: WebSocket
    definition: >-
      A full-duplex communication protocol used by both the Windstream Voice API
      and CCS API for real-time event streaming. WebSocket connections require
      a token-based connect message and deliver call events and agent state changes.
    category: Technical
    tags:
      - WebSocket
      - Real-time
      - Events