Common Telephone System Terminology

• Abandon rate – the percentage of incoming calls that are not answered by an agent and are disconnected by the system.
• ACD (Automatic Call Distributor) – a system that automatically routes incoming calls to the next available agent.
• Advanced call routing – a feature that uses advanced algorithms and data analytics to route calls to the most appropriate agent based on factors such as skill level, language, and customer history.
• Agent – a person who handles telephone calls in a call center environment.
• Agent turnover – the rate at which agents leave a call center and need to be replaced.
• AI-powered call routing – a feature that uses artificial intelligence to route calls to the most appropriate agent based on factors such as customer sentiment, call history, and agent performance.
• API (Application Programming Interface) – a set of protocols and tools that allows different software systems to communicate and share data.
• Auto-attendant – a feature that answers incoming calls and provides the caller with a menu of options, such as extension directory or voicemail.
• Automatic call back – a feature that allows customers to request a call back from an agent when the call center is busy or the agent is unavailable.
• Automatic call distribution – a feature that automatically routes calls to available agents based on factors such as skill level, language, and customer history.
• Average handle time (AHT) – the average amount of time it takes for an agent to handle a call.
• Call back – a feature that allows a customer to request a call back from an agent rather than waiting on hold.
• Call barging – a feature that allows a supervisor to join a live call without the agent or customer knowing.
• Call blending – a feature that allows agents to handle both inbound and outbound calls, as well as other communication channels such as email, chat, and social media, from a single workstation.
• Call blocking – a feature that allows the user to block incoming calls from specific telephone numbers or series of numbers.
• Call blocking – a feature that allows the user to block incoming calls from specific telephone numbers.
• Call center – a facility that centralizes the handling of incoming and outgoing telephone calls.
• Call center agent active listening – a feature that helps agents listen actively and attentively to customers, to understand their needs and provide effective solutions.
• Call center agent attendance management – a feature that allows supervisors to monitor and manage the attendance of agents, to ensure that they are present and available to handle calls during their scheduled shifts.
• Call center agent attendance tracking – a feature that tracks the attendance of agents and alerts supervisors if an agent is absent or running late.
• Call center agent break management – a feature that allows supervisors to manage, schedule, and monitor the breaks of agents, to ensure that enough agents are available to handle the call volume.
• Call center agent call coaching – a feature that provides agents with real-time feedback and coaching during calls to improve their performance.
• Call center agent call handling – a feature that provides agents with the tools and skills to handle calls effectively, including active listening, problem-solving, and customer service techniques.
• Call center agent call monitoring – a feature that allows supervisors to listen to recorded calls and evaluate the performance of agents.
• Call center agent call recording – a feature that records all calls for quality assurance, training, and compliance purposes.
• Call center agent career development – a feature that provides agents with opportunities to advance in their careers, such as through promotions or cross-training to new positions within the organization.
• Call center agent coaching – a feature that provides real-time feedback and coaching to agents to improve their performance and customer interactions.
• Call center agent collaboration – a feature that allows agents to work together, share information, and assist each other in handling customer interactions.
• Call center agent communication skills – a feature that provides agents with the skills to communicate effectively with customers, including active listening, clear speaking, and effective writing.
• Call center agent compliance – a feature that ensures that the agents adhere to legal and regulatory requirements such as data protection, customer privacy, and security.
• Call center agent computer skills – a feature that provides agents with the skills to navigate and use the computer systems and software used in the call center, including CRM, IVR, and other tools.
• Call center agent cross-selling – a feature that helps agents identify and present related products or services to customers, to increase sales and revenue.
• Call center agent customer loyalty – a feature that helps agents build customer loyalty by providing high-quality customer service, and by identifying and addressing customer needs and concerns.
• Call center agent customer retention – a feature that helps agents retain customers by building strong relationships and providing high-quality customer service.
• Call center agent customer service – a feature that provides agents with the knowledge, skills, and tools to provide high-quality customer service, including effective communication, empathy, and problem-solving.
• Call center agent emotional intelligence – a feature that provides agents with the skills to understand and manage their own emotions, as well as the emotions of customers, to improve their interactions and build stronger relationships.
• Call center agent empathy – a feature that helps agents understand and relate to customers, to improve customer satisfaction and build stronger relationships.
• Call center agent gamification – a feature that uses game mechanics to motivate and engage agents, such as by providing rewards for meeting performance targets.
• Call center agent language skills – a feature that provides agents with the skills to communicate effectively with customers in multiple languages, based on the customer’s preference.
• Call center agent monitoring – a feature that allows supervisors to monitor the live calls and interactions of agents, to provide real-time feedback and coaching.
• Call center agent morale management – a feature that allows supervisors to monitor and improve the morale of agents, to ensure that they are motivated and engaged in their work.
• Call center agent motivation – a feature that provides incentives and rewards to motivate and engage agents to improve their performance and stay engaged in their work.
• Call center agent multitasking – a feature that helps agents handle multiple tasks and customers effectively, to improve efficiency and productivity.
• Call center agent onboarding – a feature that helps new agents get up to speed quickly and ensure they are providing high-quality customer service, through a comprehensive onboarding program.
• Call center agent performance appraisal – a feature that allows supervisors to evaluate the performance of agents, provide feedback, and set goals and targets for improvement.
• Call center agent performance evaluation – a feature that evaluates the performance of agents based on various criteria such as call handling time, adherence to script, and customer satisfaction.
• Call center agent performance improvement plan – a feature that allows supervisors to create performance improvement plans for underperforming agents, to help them improve and meet performance standards.
• Call center agent performance management – a feature that monitors and manages the performance of agents, including setting goals and targets, providing feedback, and implementing training and development programs.
• Call center agent performance metrics – a feature that tracks and evaluates the performance of agents using metrics such as call handling time, adherence to script, and customer satisfaction.
• Call center agent performance trending – a feature that tracks and displays the performance of agents over time, to identify trends and patterns, and make data-driven decisions.
• Call center agent problem-solving – a feature that helps agents identify and resolve customer issues, to improve customer satisfaction and build stronger relationships.
• Call center agent productivity metrics – a feature that tracks and evaluates the productivity of agents using metrics such as call handling time, adherence to script, and customer satisfaction.
• Call center agent quality assurance – a feature that evaluates the quality of agent interactions with customers, to identify areas for improvement and provide feedback to agents.
• Call center agent quality management – a feature that ensures that the agents adhere to quality standards and provide high-quality customer service.
• Call center agent recognition – a feature that recognizes and rewards agents for their performance and contributions, to improve motivation and engagement.
• Call center agent remote monitoring – a feature that allows supervisors to monitor and manage the performance of remote agents, to ensure that they are meeting standards and providing high-quality customer service.
• Call center agent schedule adherence – a feature that ensures agents are following their schedules and available to take calls during their scheduled shifts.
• Call center agent schedule flexibility – a feature that allows agents to have some flexibility in their schedule, to improve work-life balance and reduce turnover.
• Call center agent schedule management – a feature that allows supervisors to manage and schedule the work schedule of agents, to ensure that there are enough agents available to handle the expected call volume.
• Call center agent scheduling – a feature that manages the work schedule of agents to ensure that there are enough agents available to handle the expected call volume.
• Call center agent scheduling – a feature that manages the work schedule of call center agents to ensure that there are enough agents available to handle the expected call volume.
• Call center agent scripting – a feature that provides agents with pre-written prompts or responses to guide them in handling calls, and also to provide them with standard and consistent responses to customers.
• Call center agent self-service – a feature that allows agents to access information and perform certain tasks, such as checking schedules, viewing customer information, and updating their status, without the need for supervisor assistance.
• Call center agent self-service portal – a feature that allows agents to access information and perform certain tasks, such as checking schedules, viewing customer information, and updating their status, through an online portal.
• Call center agent skill development – a feature that provides agents with the necessary training and development opportunities to improve their skills and advance in their careers.
• Call center agent skills-based routing – a feature that routes calls to the agent with the most appropriate skills or expertise to handle the specific type of call.
• Call center agent stress management – a feature that helps agents manage stress and maintain their well-being, to improve performance and reduce turnover.
• Call center agent supervisor monitoring – a feature that allows supervisors to monitor the performance of agents in real-time and provide feedback and coaching.
• Call center agent task management – a feature that helps agents prioritize and manage their tasks effectively, to improve efficiency and productivity.
• Call center agent team building – a feature that fosters teamwork and collaboration among agents, to improve performance and customer satisfaction.
• Call center agent team management – a feature that allows supervisors to manage, monitor, and motivate teams of agents, to improve performance and customer satisfaction.
• Call center agent time management – a feature that helps agents manage their time effectively, to improve efficiency and productivity.
• Call center agent time-off management – a feature that allows supervisors to manage and approve time-off requests of agents, to ensure that enough agents are available to handle the call volume.
• Call center agent training – a feature that provides agents with the necessary knowledge and skills to handle calls effectively.
• Call center agent training and development – a feature that provides agents with the necessary knowledge and skills to handle calls effectively, through regular training and development programs.
• Call center agent turnover – a feature that tracks the rate of agent turnover and provides insights into the reasons for it, in order to improve retention and reduce the cost of hiring and training new agents.
• Call center agent turnover analysis – a feature that provides insights into the reasons for agent turnover, in order to improve retention and reduce the cost of hiring and training new agents.
• Call center agent turnover prediction – a feature that uses historical data and analytics to predict which agents are at risk of leaving the organization, in order to take proactive steps to retain them.
• Call center agent upselling – a feature that helps agents identify and present additional products or services to customers, to increase sales and revenue.
• Call center agent utilization – a feature that tracks and measures the productivity of agents, to identify underutilized agents and redistribute workload.
• Call center agent workflow management – a feature that manages and streamlines the workflow of agents, to improve efficiency and reduce errors.
• Call center agent workload management – a feature that ensures that agents are not overwhelmed with too many calls, and that workload is distributed evenly among them.
• Call center analytics – the process of collecting and analyzing data from telephone calls to improve the efficiency and effectiveness of call center operations.
• Call center automation – a feature that automates certain tasks such as call routing, call logging, and call reporting, to improve efficiency and reduce the workload on agents.
• Call center coaching – a feature that provides agents with real-time feedback and coaching to improve their performance and customer interactions.
• Call center compliance – a feature that ensures that the call center adheres to legal and regulatory requirements such as data protection, customer privacy, and security.
• Call center dashboard – a graphical user interface that provides real-time information and statistics on call center performance and operations.
• Call center data analytics – a feature that uses data and analytics to gain insights into call center performance and customer interactions, to improve operations and customer service.
• Call center forecasting – a feature that uses historical data to predict future call volume and schedule agents accordingly.
• Call center gamification – a feature that uses game mechanics to motivate and engage agents, such as by providing rewards for meeting performance targets.
• Call center management – the overall management and supervision of a call center, including staffing, training, and quality assurance.
• Call center operations – the day-to-day activities and processes involved in running a call center.
• Call center outsourcing – the process of hiring a third-party company to handle call center operations.
• Call center performance metrics – measurements used to track and evaluate the performance of a call center, such as call volume, average handle time, and customer satisfaction.
• Call center quality assurance – the process of evaluating and improving the quality of customer service provided by a call center.
• Call center quality management – a feature that ensures that the call center adheres to quality standards and provides high-quality customer service.
• Call center scripting – a feature that provides agents with pre-written prompts or responses to guide them in handling calls.
• Call center software – computer programs that provide a variety of call center management and monitoring functions, such as call routing, call recording, and call reporting.
• Call center training – the process of providing agents with the necessary knowledge and skills to handle calls effectively.
• Call detail records (CDR) – records of telephone calls that include information such as time, date, duration, caller ID, and call type (incoming/outgoing).
• Call disposition – a feature that allows agents to indicate the outcome of a call, such as if it was answered, transferred, or left as a voicemail.
• Call distribution – the process of routing incoming calls to the appropriate agent or department.
• Call escalation – a feature that allows a call to be transferred to a higher level of support if the issue cannot be resolved by the current agent.
• Call flow – the series of steps that a call takes from the initial point of contact to the final resolution.
• Call forwarding – a feature that allows a call to be forwarded to another telephone number or extension.
• Call logs – a feature that records information about recent calls such as time, date, duration, caller ID, and call type (incoming/outgoing).
• Call masking – a feature that allows the caller’s phone number to be replaced with a different number or series of numbers, to protect the caller’s privacy.
• Call monitoring – the act of listening in on live calls for the purpose of quality assurance and training.
• Call park – a feature that allows a call to be temporarily put on hold and retrieved later by another extension or telephone number.
• Call park and retrieve – a feature that allows a call to be put on hold and retrieved later by another extension or telephone number.
• Call pick-up – a feature that allows an extension or telephone number to answer a call that is ringing at another extension or telephone number.
• Call prioritization – a feature that allows certain calls to be prioritized and answered before others, based on factors such as caller’s VIP status, or the nature of the call.
• Call queuing – a feature that holds incoming calls in a virtual queue when all agents are busy and routes them to the next available agent.
• Call recording – a feature that records and saves audio of telephone conversations for later reference or quality assurance purposes.
• Call routing – the process of directing a phone call to the appropriate destination.
• Call scoring – a method of evaluating the performance of agents based on pre-determined criteria such as call handling time, tone of voice and adherence to script.
• Call scripting – pre-written prompts or responses provided to agents to guide them in handling calls.
• Call tagging – a feature that allows agents to tag or categorize calls for reporting and analysis purposes.
• Call transfer – a feature that allows a call to be transferred from one extension or telephone number to another.
• Call waiting – a feature that alerts the user when another call is incoming while they are already on a call.
• Call whisper – a feature that allows a supervisor to listen in on a call without the agent or customer knowing.
• Callback analytics – a feature that provides insights and data on customer interactions and performance of callback operations, such as the callback completion rate, the average callback wait time, and the average callback duration.
• Callback history – a feature that keeps a record of all scheduled and completed callbacks, to help track and manage customer interactions.
• Callback quality assurance – a feature that allows supervisors to evaluate the quality of callback interactions and provide feedback to agents.
• Callback routing – a feature that routes the call to the agent who had the previous interaction with the customer, if available.
• Callback scheduling – a feature that allows customers to schedule a call back at a specific time and date, rather than wait on hold or in a queue.
• Callback tracking – a feature that allows supervisors to monitor the status of scheduled callbacks, such as if the call was completed, missed or rescheduled.
• Callback verification – a feature that verifies the customer’s phone number before scheduling a callback, to ensure that the callback reaches the correct person.
• Callback whisper – a feature that allows a supervisor to listen in on a callback call without the agent or customer knowing.
• Caller ID – a service that displays the telephone number of the person calling on the called party’s telephone.
• Centrex – a telephone service provided by the telephone company that allows the customer to have the features of a PBX system without having to own or maintain the equipment.
• Chatbot – an artificial intelligence-based software that can simulate conversation with customers through a chat interface.
• Chatbot integration – a feature that allows integration of chatbot with the call center system to handle customer queries and interactions through a chat interface.
• Cloud-based call center – a call center that is hosted on remote servers and accessed via the internet, rather than being hosted on-premises.
• Cloud-based telephone systems – a telephone system that is hosted on remote servers and accessed via the internet, rather than being hosted on-premises.
• Conference call – a telephone call in which more than two people can participate simultaneously.
• Contact center – a facility that centralizes the handling of customer interactions, including telephone calls, email, chat, and social media interactions.
• CRM (Customer Relationship Management) – software that manages and organizes customer interactions and information, including call logs, notes and history, to improve customer service and sales.
• CTI (Computer Telephony Integration) – the integration of computer technology with telephony systems to provide enhanced functionality and streamlined communication.
• Customer feedback – a feature that allows customers to rate or provide feedback on their call center experience.
• DID (Direct Inward Dialing) – a service that allows each extension to have its own direct telephone number.
• Distinctive ring – a feature that allows multiple telephone lines to have different ringtones, allowing the user to distinguish between different types of calls.
• Do not disturb – a feature that allows the user to temporarily block incoming calls.
• DTMF (Dual-Tone Multi-Frequency) – the signaling used by the telephone system to represent the digits on the dial pad.
• E911 (Enhanced 911) – a service that provides emergency services with the caller’s location information in case of an emergency call.
• Email integration – a feature that allows integration of email systems with the call center system to handle customer interactions through email.
• Fax integration – a feature that allows integration of fax with the call center system to handle customer interactions through fax.
• Fax over IP (FoIP) – a technology that allows faxes to be sent and received over an IP network.
• First call resolution – the percentage of calls that are resolved during the first call, without the need for a follow-up call.
• Hunt group – a feature that allows incoming calls to be automatically routed to a group of telephone extensions.
• IP-PBX – a PBX system that uses IP (Internet Protocol) to handle telephone calls.
• IVR (Interactive Voice Response) – a system that allows customers to interact with a company through the use of voice commands and touch-tone inputs.
• IVR customization – a feature that allows the customization of the IVR system to meet the specific needs of the business or organization.
• IVR self-service – a feature that allows customers to interact with the system and perform certain tasks without the assistance of an agent.
• Last number redial – a feature that allows the user to quickly redial the last dialed number.
• MMS (Multimedia Messaging Service) – a service that allows the sending and receiving of multimedia messages such as images, videos, and audio over a telephone network.
• Mobile app integration – a feature that allows integration of mobile apps with the call center system to provide customers with a convenient way to interact and receive support through their mobile devices.
• Multi-channel communication – a feature that allows customers to interact with the call center through multiple channels such as phone, email, chat, and social media.
• Multi-language support – a feature that allows customer interactions to be handled in multiple languages, based on the customer’s preference.
• Music on Hold – a feature that plays music or pre-recorded messages to the caller when they are on hold.
• Occupancy rate – the percentage of time an agent is handling a call or performing other work-related activities.
• Omnichannel – the ability to handle customer interactions across various channels such as phone, email, chat, and social media, with a unified approach, providing a consistent and seamless customer experience.
• Outbound call – a call made by an agent or call center to a customer, rather than a call received by the call center.
• Outbound dialer – a system that automatically dials numbers on a list and routes the call to an available agent.
• PBX (Private Branch Exchange) – a telephone system used within a company or organization that allows all internal calls to be made without going through a public telephone network.
• Personalized call routing – a feature that routes calls to the agent who has the most relevant skills or expertise to handle the specific type of call.
• Phone tree – an interactive voice response system that presents callers with a menu of options, allowing them to route their call to the appropriate department or extension.
• Predictive dialer – a system that automatically dials numbers on a list and routes the call to an available agent, but also predicts when an agent will be available to take the next call.
• PSTN (Public Switched Telephone Network) – the traditional fixed-line telephone network.
• Queue – a holding area for incoming calls waiting to be answered by an agent.
• Real-time analytics – a feature that provides real-time data and insights on call center performance, customer interactions, and agent productivity.
• Remote call control – a feature that allows users to make and manage calls remotely using a computer or mobile device.
• Remote office – a feature that allows employees to work remotely and still have access to the company’s telephone system.
• Remote training – a system that allows agents to receive training remotely, usually through the use of web conferencing or video conferencing.
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• RTC (Real-Time Communication) – a method of communication that allows for immediate interaction between parties, such as with voice and video calls.
• SBC (Session Border Controller) – a device or software that sits at the edge of a network and controls the flow of SIP traffic.
• Screen pop – a feature that automatically displays relevant customer information on the agent’s computer screen when a call is received.
• Self-service IVR – a type of IVR that allows customers to interact with the system and perform certain tasks without the assistance of an agent.
• Service level – the percentage of calls answered within a certain time frame, usually measured in seconds.
• SIP (Session Initiation Protocol) – a protocol used for initiating, maintaining, modifying, and terminating real-time sessions that involve video, voice, messaging, and other communications between two or more endpoints on IP networks.
• SMS (Short Message Service) – a service that allows the sending and receiving short text messages over a telephone network.
• SMS for customer service – a feature that allows customers to receive and send SMS messages to a call center for customer service inquiries or support.
• SMS gateway – software that integrates SMS messaging with a telephone system.
• Social media integration – a feature that allows integration of social media platforms such as Facebook, Twitter, and Instagram with the call center system to handle customer interactions through these platforms.
• Softphone – a software-based telephone that allows the user to make and receive calls using a computer or mobile device.
• Speech analytics – technology that analyzes audio from phone conversations to identify keywords, sentiment, and other data to understand and improve customer interactions.
• Speed dial – a feature that allows the user to quickly call a frequently dialed number by pressing a single button or a short combination of keys.
• TAPI (Telephony Application Programming Interface) – an API that allows software applications to interact with a telephone system.
• Text-to-speech (TTS) – technology that converts written text into spoken words, used in IVR systems to provide automated voice responses.
• Trunk – a communication channel between two telephone systems.
• TTY (Teletypewriter) – a device that allows people with hearing or speech impairments to communicate over the telephone using text.
• Unified Communication (UC) – an integration of various communication methods such as voice, video, email, instant messaging, and presence information to provide a seamless communication experience.
• Video conferencing – a feature that allows users to conduct face-to-face meetings over the phone, using a webcam or other video capturing device.
• Virtual call center – a call center that allows agents to work remotely, rather than being located in a physical call center location.
• Virtual phone number – a telephone number that is not linked to a specific physical phone line and can forward calls to different phone lines or devices depending on the configuration.
• Virtual queue – a virtual holding area for incoming calls waiting to be answered by an agent.
• Voice biometrics – a technology that uses an individual’s unique voiceprint to identify them, for security or authentication purposes.
• Voice recognition – a technology that allows the system to recognize and respond to spoken commands or inputs.
• Voicemail – an answering system that allows callers to leave a recorded message.
• VoIP (Voice over Internet Protocol) – a technology that allows telephone calls to be made over the internet.
• Web chat – a feature that allows customers to chat with an agent through a web interface.
• WebRTC – a technology that allows web browsers to make real-time audio and video calls without the need for additional software or plug-ins.
• WebRTC integration – a feature that allows integration of WebRTC technology with the call center system to provide real-time audio and video communication through web browsers.
• Workforce management – a system that schedules and manages call center agents’ work schedules to ensure enough agents are available to handle the expected call volume.
• Workforce optimization (WFO) – software that uses data and analytics to optimize the performance and productivity of call center agents.
• Zero Out – a feature that allows customers to opt out of receiving further marketing or sales calls by pressing a specific button or key during the call.

Telephone System