Glossary - template

Created by Amichy Elenberg, Modified on Sat, 29 Jun at 4:08 PM by Amichy Elenberg

DID

Direct Inward Dialing (DID) is a telephone service that allows a phone number to connect directly to a specific phone at a business instead of going to a menu or a queue and needing to dial an extension. A phone number that is used like this is often called a "DID" (and multiple numbers are called "DIDs”).

Trunk

A trunk is a channel (line) designed to carry multiple signals between two points.

SIP

Session Initiation Protocol, or SIP, is the way you achieve a voice over IP (VoIP) call. It’s an application layer protocol for setting up real-time sessions of audio and/or video between two endpoints (phones).

Queue

A call queue automatically distributes incoming calls from customers based on the call order. The caller remains on hold until an agent becomes available, at which point the call queue routes the customer to the rep. Call queues make it possible for a contact center to handle callers in an organized manner.

CDR

Call Detailed report. A report where you can view all calls registered in the system (answered and not, incoming and outgoing). The report is used to track call parameters (routing, applicable conditions). To track live calls, use the active calls tab

DTMF

Dual-tone multi-frequency signaling is a telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and switching centers.

IVR and Speech IVR

Interactive voice response is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response.

Interactive voice response (IVR): A device that automates retrieval and processing of information by phone using touchtone signaling or voice recognition to access information residing on a server. The response may be given by a recorded human voice or a synthesized (computerized) voice. IVRs are used in applications such as “bank by phone” or “check on my order,” which distribute information and collect transaction information.