Common Telephone Terminology – SolveForce Fiber Internet, Cloud Computing & Telecommunications

Here are some telephone terminology and related definitions below:

3G, 4G, 5G, 6G: is a generation of mobile network technology.
ACD: Automatic Call Distribution, a feature that routes incoming calls to the next available agent in a call center.
Agent: A person who handles incoming or outgoing telephone calls in a call center or customer service department.
Announcement: A pre-recorded message played to callers before connecting them to an agent or department.
Answering machine: A device that answers incoming calls and records messages.
As technology and communication methods evolve, new terminology and definitions may arise. This list is not exhaustive and is subject to change.
Auto attendant: An automated system that answers and directs incoming calls to the appropriate extension or department.
Automatic callback: A feature that allows a user to call back the last number that called them automatically.
Automatic Callback: A feature that allows the caller to schedule a call back from an agent at a later time rather than waiting on hold.
Blacklist: A list of telephone numbers blocked from calling a specific telephone number or system.
Business hours: The hours during which a business is open and can take calls.
Call barging: A feature that allows a supervisor to listen in on an ongoing call.
Call Blending: A feature that allows an agent to handle both inbound and outbound calls.
Call blocking: A feature that allows a user to block unwanted calls from specific telephone numbers.
Call center: A facility equipped with advanced technologies to handle many telephone calls.
Call detail record: A record that contains information about a telephone call, such as the date, time, duration, and telephone numbers involved.
Call distribution: The process of routing incoming calls to the appropriate agent or department.
Call flow: The sequence of events that occur during a telephone call, such as the prompts, options, and actions taken by the caller and the system.
Call forwarding: A feature that allows a user to redirect incoming calls to another telephone number.
Call log: A record of all the calls made to and from a telephone number or system.
Call park: A feature that allows a user to put a call on hold and retrieve it from another telephone.
Call queuing: A feature that allows incoming calls to be placed in a queue and answered in the order they were received.
Call recording: A feature that allows a user to record the audio of a telephone call for later reference.
Call recording: A feature that allows calls to be recorded and stored for later reference.
Call routing: The process of directing incoming calls to the appropriate destination.
Call screening: A feature that allows a user to view the caller ID of an incoming call before answering.
Call scripting: A feature that provides a script for agents to follow during a call.
Call tracking: A feature that allows a business to track and analyze the calls made to and from its telephone number.
Call waiting: A feature that alerts users when they have an incoming call while on another call.
Call whisper: A feature that allows a supervisor to whisper instructions to an agent during a call.
Callback Analytics: A feature that allows a business to analyze callback data such as callback volume, response time, conversion rate, etc., to improve the performance of the call center.
Callback Analytics: A feature that allows a business to analyze callback data to improve the call center’s performance.
Callback API: A feature that allows businesses to integrate the callback system with other systems and platforms via an API (Application Programming Interface).
Callback Automation: A feature that allows businesses to automate the callback process, such as scheduling, confirmation, and notification.
Callback Campaign: A feature that allows a business to schedule a series of callbacks to a specific group of people for a specific purpose.
Callback Campaign: A feature that allows businesses to schedule a series of callbacks for different groups of people for a specific purpose.
Callback Cancellation: A feature that allows a customer or agent to cancel a scheduled callback.
Callback Chat: A feature that allows businesses to make chat callbacks to customers.
Callback Confirmation: A feature that allows a business to confirm the scheduled callback with the customer or agent.
Callback CRM Integration: A feature that allows businesses to integrate the callback system with their CRM (Customer Relationship Management) system.
Callback Customization: A feature that allows a business to customize the callback experience by creating custom messages, prompts, and options.
Callback Email: A feature that allows businesses to send and receive emails for scheduling, confirmation, and notification of callbacks.
Callback Escalation: A feature that allows a customer to escalate a callback to a higher level of support or supervisor.
Callback Feedback: A feature that allows businesses to collect customer feedback on the callback experience.
Callback Integration: A feature that allows a business to integrate the callback software with other systems such as CRM, IVR, and ACD for a seamless customer experience.
Callback IVR: A feature that allows businesses to handle callbacks via an IVR (Interactive Voice Response) system.
Callback Management: A feature that allows a business to manage the scheduling and status of callbacks.
Callback Multi-language Support: A feature that allows businesses to support callbacks in multiple languages.
Callback Notification: A feature that allows a business to notify the customer or agent of a scheduled callback via SMS, email, or push notification.
Callback Number Masking: A feature that allows businesses to mask the customer’s phone number during a callback.
Callback Overflow: A feature that allows businesses to handle a high volume of callbacks by routing them to an overflow queue or another call center.
Callback Performance Metrics: A feature that allows businesses to track and analyze key callback metrics, such as response time, conversion rate, customer satisfaction, etc.
Callback Post-call Survey: A feature that allows businesses to conduct a survey after a callback to gather customer feedback.
Callback Prioritization: A feature that allows a business to prioritize callbacks based on different criteria such as caller’s value, urgency, etc.
Callback Prioritization: A feature that allows businesses to prioritize callbacks based on different criteria, such as the value of the customer, the urgency of the request, etc.
Callback Push Notifications: A feature that allows businesses to send push notifications to customers and agents for scheduling, confirmation, and notification of callbacks.
Callback Quality Monitoring: A feature that allows businesses to monitor the quality of callbacks and take appropriate action if necessary.
Callback Recording: A feature that allows a business to record the callback for quality assurance or training purposes.
Callback Recordings: This feature allows businesses to record callbacks for quality assurance, training, and compliance purposes.
Callback Reminders: A feature that allows businesses to set up reminders for customers and agents about scheduled callbacks.
Callback Report: A feature that allows a business to generate a report on callback performance and metrics such as response time, conversion rate, etc.
Callback Reporting: A feature that allows businesses to generate reports on callback performance and metrics.
Callback Requeue: A feature that allows a customer to be placed back in the queue if the agent is unavailable during the scheduled callback.
Callback Rescheduling: A feature that allows a customer or agent to reschedule a scheduled callback.
Callback Roster: A feature that allows businesses to create a list of available callback agents.
Callback Rotations: A feature that allows businesses to set up different rotations for callbacks, such as round robin, least busy, etc.
Callback Routing: A feature that allows a caller to schedule a call back from a specific agent or department.
Callback Scheduling API: This feature allows businesses to integrate the callback scheduling feature with other systems and platforms via an API.
Callback Scheduling via AI (Artificial Intelligence): A feature that allows businesses to schedule callbacks via artificial intelligence technology.
Callback Scheduling via AI-powered: A feature that allows businesses to schedule callbacks through a service that uses artificial intelligence technologies such as machine learning, natural language processing, and computer vision.
Callback Scheduling via Analytics: A feature that allows businesses to schedule callbacks through a service that includes analytics tools to track and analyze customer data such as demographics, behavior, and feedback.
Callback Scheduling via API: A feature that allows businesses to schedule callbacks via an API (Application Programming Interface).
Callback Scheduling via Appointment Scheduling: A feature that allows businesses to schedule callbacks as an appointment, such as with a specific agent or at a specific time and date. This feature could be integrated with calendar systems.
Callback Scheduling via Appointment Scheduling: A feature that allows customers to schedule callbacks as an appointment, such as with a specific agent or at a specific time and date.
Callback Scheduling via AR (Augmented Reality): A feature that allows businesses to schedule callbacks via augmented reality technology.
Callback Scheduling via Auto-dialer: A feature that allows businesses to schedule callbacks automatically by dialing customers’ numbers in a pre-set list.
Callback Scheduling via Automated Follow-up: A feature that allows businesses to schedule automated follow-up callbacks with customers, such as after a purchase or customer support interaction.
Callback Scheduling via Automated Notifications: A feature that allows businesses to schedule automated notifications for customers, such as reminders of upcoming callbacks or updates on the status of scheduled callbacks.
Callback Scheduling via Automatic Call Distributor (ACD): A feature that allows businesses to distribute callbacks to the most available and qualified agent based on factors such as skills, language, and customer history.
Callback Scheduling via Automatic Callback: A feature that allows businesses to schedule callbacks automatically for customers waiting for a certain period or for a specific event.
Callback Scheduling via Backup and Recovery: A feature that allows businesses to schedule callbacks through a service that includes measures to backup and recover customer data in case of an outage or disaster.
Callback Scheduling via Beacon: A feature that allows customers to schedule callbacks by interacting with a beacon device.
Callback Scheduling via Biometric Authentication: This feature allows customers to schedule callbacks using biometric authentication methods such as facial recognition, fingerprint, and voice recognition.
Callback Scheduling via Blockchain: A feature that allows businesses to schedule callbacks via blockchain technology, a decentralized and secure way of storing and transmitting data.
Callback Scheduling via Booking System: A feature that allows businesses to schedule callbacks via a booking system on their website or mobile app.
Callback Scheduling via Calendar: A feature that allows businesses to schedule callbacks via calendar integrations such as Google Calendar, Outlook, and iCal.
Callback Scheduling via Call Appointment Scheduling: A feature that allows customers to schedule callbacks as appointments with specific agents or at specific times and dates.
Callback Scheduling via Call Automation: A feature that allows businesses to automate repetitive or time-consuming tasks associated with callback scheduling, such as scheduling, routing, and reporting.
Callback Scheduling via Call Backlog: A feature that allows businesses to track and manage callbacks that have been scheduled but not yet completed.
Callback Scheduling via Call Barging: A feature that allows businesses to join an ongoing callback without the customer’s knowledge, which can be useful for quality assurance, training, and compliance purposes.
Callback Scheduling via Call Blacklisting: A feature that allows businesses to block callbacks from specific phone numbers or types of callers, such as telemarketers or robocalls.
Callback Scheduling via Call Blending: A feature that allows businesses to blend inbound and outbound callbacks, which can improve the efficiency of the call center and provide a better customer experience.
Callback Scheduling via Call Blocking: A feature that allows businesses to block callbacks from specific phone numbers or types of callers, such as telemarketers or robocalls.
Callback Scheduling via Call Center Software: A feature that allows businesses to schedule callbacks as part of a call center software solution, which can include features such as ACD, IVR, CTI, and analytics.
Callback Scheduling via Call Disposition: A feature that allows businesses to categorize and track the outcome of callbacks, such as resolved, transferred, or closed.
Callback Scheduling via Call Distribution: A feature that allows businesses to distribute callbacks evenly among available agents to ensure that no agent is overwhelmed with too many callbacks.
Callback Scheduling via Call Diversion: A feature that allows businesses to divert callbacks to an alternative destination if the original destination is unavailable.
Callback Scheduling via Call Escalation: A feature that allows businesses to escalate callbacks to higher-level agents or supervisors in cases where the current agent cannot meet the customer’s needs.
Callback Scheduling via Call Feedback: A feature that allows businesses to collect customer feedback on callbacks, which can be used to improve the callback scheduling process and customer service.
Callback Scheduling via Call Forwarding: A feature that allows businesses to forward callbacks to another agent or department if the current agent is unavailable.
Callback Scheduling via Call Integration: A feature that allows businesses to integrate callback scheduling functionality with other systems, such as CRM, ERP, or marketing automation platforms.
Callback Scheduling via Call IVR (Interactive Voice Response): A feature that allows businesses to interact with customers through a pre-recorded voice menu, allowing customers to schedule callbacks, check account information, or troubleshoot common issues without speaking to an agent.
Callback Scheduling via Call IVR and self-service: A feature that allows customers to schedule callbacks through an IVR (Interactive Voice Response) system without human intervention.
Callback Scheduling via Call IVR self-service: A feature that allows customers to schedule callbacks through an IVR (Interactive Voice Response) system without human intervention.
Callback Scheduling via Call Language-based routing: A feature that allows businesses to route callbacks to agents based on the customer’s preferred language.
Callback Scheduling via Call Location-based routing: A feature that allows businesses to route callbacks to agents based on the customer’s location.
Callback Scheduling via Call Metrics: A feature that allows businesses to track various metrics for callbacks such as callback duration, volume, and customer satisfaction, which can be used to identify areas for improvement and optimize the callback scheduling process.
Callback Scheduling via Call Monitoring: A feature that allows businesses to monitor callbacks in real-time, which can be useful for quality assurance, training, and compliance purposes.
Callback Scheduling via Call Multi-channel: A feature that allows customers to schedule callbacks through multiple channels such as phone, email, chat, or social media.
Callback Scheduling via Call Notifications: A feature that allows businesses to send automated notifications to customers regarding scheduled callbacks, such as reminders or updates on the status of the callbacks.
Callback Scheduling via Call On-hold: A feature that allows businesses to put callbacks on hold if the agent is busy with another call or needs more time to gather information.
Callback Scheduling via Call Personalization: A feature that allows businesses to personalize callbacks based on customer’s preferences, history, or behavior.
Callback Scheduling via Call Prioritization: A feature that allows businesses to prioritize callbacks based on certain criteria, such as the customer’s loyalty, account status, or the type of inquiry.
Callback Scheduling via Call Prioritization: A feature that allows businesses to prioritize callbacks based on various factors such as customer’s urgency, history, or status, which can help ensure that the most important callbacks are handled first.
Callback Scheduling via Call Quality assurance: A feature that allows businesses to monitor and evaluate the quality of callbacks to ensure compliance with industry regulations and standards, and to improve the customer experience.
Callback Scheduling via Call Queueing: A feature that allows businesses to queue callbacks and provide customers with estimated wait times, which can help manage customer expectations and improve the overall customer experience.
Callback Scheduling via Call Rating: A feature that allows businesses to rate the quality of callbacks and provide feedback to agents to improve their performance.
Callback Scheduling via Call Recording: This feature allows businesses to record and save callbacks for quality assurance, training, and compliance purposes.
Callback Scheduling via Call Redirect: A feature that allows businesses to redirect callbacks to another agent or department if the current agent is unavailable or not able to handle the customer’s request.
Callback Scheduling via Call Replay: A feature that allows businesses to replay callbacks for training or quality assurance purposes.
Callback Scheduling via Call Reporting: A feature that allows businesses to generate reports on callback metrics such as call volume, wait times, and agent performance. This can be used to identify trends and areas for improvement in the callback scheduling process.
Callback Scheduling via Call Rescheduling: A feature that allows businesses to reschedule callbacks if the customer or agent is unavailable at the scheduled time.
Callback Scheduling via Call Routing: A feature that allows businesses to route callbacks to the most appropriate agent or department based on the customer’s needs, preferences, and history.
Callback Scheduling via Call Scripting: A feature that allows businesses to provide agents with a script to follow when scheduling callbacks, which can help ensure consistency and improve the customer experience.
Callback Scheduling via Call Self-service: A feature that allows customers to schedule callbacks without the need for human intervention.
Callback Scheduling via Call Skills-based routing: A feature that allows businesses to route callbacks to agents based on their skills, qualifications, or expertise.
Callback Scheduling via Call SMS: A feature that allows businesses to schedule callbacks through SMS messages, and to send SMS notifications to customers regarding scheduled callbacks.
Callback Scheduling via Call Status: A feature that allows businesses to track the status of callbacks, such as scheduled, in progress, completed, or missed.
Callback Scheduling via Call Surveys: A feature that allows businesses to conduct surveys on callbacks, which can be used to gather feedback and improve the callback scheduling process.
Callback Scheduling via Call Tagging: A feature that allows businesses to tag callbacks with keywords or labels, which can be useful for categorizing and analyzing callbacks for customer feedback, training, and compliance purposes.
Callback Scheduling via Call Time-based routing: A feature that allows businesses to route callbacks to agents based on their availability or schedule.
Callback Scheduling via Call Tracking and Analytics: A feature that allows businesses to track and analyze customer interactions, including callbacks, to gain insights into customer behavior, preferences, and needs.
Callback Scheduling via Call Tracking: A feature that allows businesses to track and record information about callbacks, such as the customer’s phone number, name, and reason for the callback.
Callback Scheduling via Call Transcription: A feature that allows businesses to transcribe callbacks into written text, which can be useful for analyzing customer feedback, training, and compliance purposes.
Callback Scheduling via Call Transfers: A feature that allows businesses to transfer callbacks to other agents or departments if the current agent cannot handle the customer’s request or inquiry.
Callback Scheduling via Call Virtual Agent: A feature that allows businesses to use AI-powered virtual agents to assist customers with scheduling callbacks, providing information, or handling basic inquiries.
Callback Scheduling via Call Virtual Queue: A feature that allows customers to join a virtual queue and wait for an available agent, instead of hanging up and calling again.
Callback Scheduling via Call Waiting: A feature that allows businesses to place callbacks on hold if the agent is busy with another call, and notify the customer when the agent is available again.
Callback Scheduling via Call Waiting: A feature that allows customers to wait for an available agent instead of hanging up, and be notified when an agent is available.
Callback Scheduling via Call Whisper: A feature that allows businesses to provide agents with a silent audio message, such as the customer’s name or account number, before the callback begins. This helps agents to prepare for the call and provide a more personalized customer service.
Callback Scheduling via Call Whitelisting: A feature that allows businesses to allow callbacks from specific phone numbers or types of callers, such as VIP customers or employees.
Callback Scheduling via Call Workforce management: A feature that allows businesses to optimize the scheduling, staffing and resource allocation of agents, based on forecasted call volume and other factors.
Callback Scheduling via Callback-to-call: A feature that allows customers to schedule callbacks by calling a specific phone number or extension.
Callback Scheduling via Chat Widget: A feature that allows businesses to schedule callbacks via a chat widget on their website or mobile app.
Callback Scheduling via Chatbot: A feature that allows businesses to schedule callbacks via chatbot on their website or mobile app.
Callback Scheduling via Click-to-call: A feature that allows customers to schedule callbacks by clicking a button on a website or mobile app.
Callback Scheduling via Cloud-based: A feature that allows businesses to schedule callbacks through a cloud-based service, which allows them to access the service from anywhere with an internet connection.
Callback Scheduling via Compliance: A feature that allows businesses to schedule callbacks through a service that is compliant with regulations such as GDPR, HIPAA, and PCI-DSS.
Callback Scheduling via Computer Telephony Integration (CTI): A feature that allows businesses to schedule callbacks by integrating the telephony system with other computer systems such as CRM, ERP, and databases.
Callback Scheduling via Contact Form: A feature that allows businesses to schedule callbacks via a contact form on their website or mobile app.
Callback Scheduling via CRM: A feature that allows businesses to schedule callbacks via a CRM (Customer Relationship Management) system.
Callback Scheduling via Customizable IVR: A feature that allows businesses to schedule callbacks through a service that can be customized with their own voice prompts and menu options.
Callback Scheduling via Customizable Queue: A feature that allows businesses to schedule callbacks through a service that allows customization of the queue for callbacks, for example, setting up different queues for different callbacks or customizing the music or message played to customers while they are waiting in the queue.
Callback Scheduling via Customizable: A feature that allows businesses to customize the scheduling of callbacks to suit their specific requirements.
Callback Scheduling via Digital Signatures: A feature that allows customers to schedule callbacks by using digital signature technology such as e-signature and DocuSign.
Callback Scheduling via DTMF (Dual-tone Multi-Frequency): This feature allows customers to schedule callbacks by pressing keys on their telephone keypad.
Callback Scheduling via E-commerce: A feature that allows businesses to schedule callbacks as part of an e-commerce transaction.
Callback Scheduling via Email: A feature that allows businesses to schedule callbacks via an email sent to a specific address.
Callback Scheduling via Event-triggered: A feature that allows businesses to schedule callbacks based on specific events, such as when a customer abandons their shopping cart or when a sensor detects a problem.
Callback Scheduling via Feedback Form: A feature that allows businesses to schedule callbacks via a feedback form on their website or mobile app.
Callback Scheduling via Geofencing: A feature that allows businesses to schedule callbacks when a customer enters or exits a specific geographic location.
Callback Scheduling via Human-assisted: A feature that allows customers to schedule callbacks through human assistance, such as by speaking to a live agent or by emailing a support team.
Callback Scheduling via Hybrid Cloud: A feature that allows businesses to schedule callbacks through a combination of cloud-based and on-premises services.
Callback Scheduling via Hybrid: A feature that allows customers to schedule callbacks through a combination of self-service and human-assisted methods.
Callback Scheduling via Inbound Dialing: A feature that allows customers to initiate inbound calls to schedule callbacks with businesses.
Callback Scheduling via Integration: A feature that allows businesses to schedule callbacks through a service that can integrate with other systems such as CRM, ERP, and databases.
Callback Scheduling via Interactive Voice Response (IVR): A feature that allows customers to schedule callbacks via an IVR system, which is an automated telephony system that uses pre-recorded voice prompts to interact with customers.
Callback Scheduling via IoT: A feature that allows businesses to schedule callbacks via IoT (Internet of Things) devices.
Callback Scheduling via IVR: A feature that allows customers to schedule callbacks via an IVR (Interactive Voice Response) system.
Callback Scheduling via Landing Page: A feature that allows businesses to schedule callbacks via a landing page on their website.
Callback Scheduling via Lead Form: A feature that allows businesses to schedule callbacks via a lead form on their website or mobile app.
Callback Scheduling via Messaging apps: A feature that allows businesses to schedule callbacks via messaging apps such as Skype, Zoom, and WhatsApp.
Callback Scheduling via Mobile App: A feature that allows businesses to schedule callbacks via a mobile app.
Callback Scheduling via Mobile App: A feature that allows customers to schedule callbacks through a mobile app, which can include features such as push notifications, calendar integration, and location-based scheduling.
Callback Scheduling via Mobile Location Services: A feature that allows businesses to schedule callbacks based on the customer’s current location.
Callback Scheduling via Multichannel: A feature that allows businesses to schedule callbacks through multiple channels, such as voice, chat, email, and social media, providing customers with more options to schedule callbacks.
Callback Scheduling via Multi-channel: A feature that allows customers to schedule callbacks through multiple channels, such as voice, chat, email, and social media.
Callback Scheduling via Multi-tenant: A feature that allows businesses to schedule callbacks through a service that is shared by multiple customers or tenants.
Callback Scheduling via NFC (Near-field Communication): A feature that allows customers to schedule callbacks by tapping their mobile device on an NFC tag or scanner.
Callback Scheduling via Omnichannel: A feature that allows customers to schedule callbacks through a unified and consistent experience across all channels, such as voice, chat, email, and social media.
Callback Scheduling via On-premises: A feature that allows businesses to schedule callbacks through a service that is installed and run on their own servers and networks.
Callback Scheduling via Outbound Dialing: A feature that allows businesses to initiate outbound calls to schedule callbacks with customers.
Callback Scheduling via Out-of-hours: A feature that allows businesses to schedule callbacks outside of regular business hours, providing customers with more flexibility to schedule callbacks.
Callback Scheduling via Personalization: A feature that allows businesses to personalize the scheduling of callbacks, such as providing customers with options to schedule callbacks with specific agents or in specific languages.
Callback Scheduling via Pop-up: A feature that allows businesses to schedule callbacks via a pop-up on their website or mobile app.
Callback Scheduling via Predictive Dialing: A feature that allows businesses to predict when an agent will be available to take a callback and automatically dial the customer’s number.
Callback Scheduling via Proactive: A feature that allows businesses to initiate callbacks to customers, rather than waiting for them to initiate the call.
Callback Scheduling via Proximity Marketing: A feature that allows businesses to schedule callbacks when a customer is in close proximity to a specific location.
Callback Scheduling via QR Code: A feature that allows customers to schedule callbacks by scanning a QR code with their mobile device.
Callback Scheduling via Reactive: A feature that allows customers to initiate callbacks in response to a specific event, such as a problem with a product or service.
Callback Scheduling via Remote Control: A feature that allows businesses to schedule callbacks for remote agents, allowing them to receive and make callbacks from anywhere.
Callback Scheduling via Robotics: A feature that allows businesses to schedule callbacks via robotics technology, such as robotic process automation or physical robots.
Callback Scheduling via Scalable: A feature that allows businesses to schedule callbacks through a service that can easily handle an increase in the number of callbacks as their business grows.
Callback Scheduling via Scheduling Optimization: A feature that allows businesses to optimize the scheduling of callbacks by using algorithms to determine the best time and agent for each callback based on factors such as availability, skills, and customer history.
Callback Scheduling via Secure: A feature that allows businesses to schedule callbacks through a service that uses security measures such as encryption, authentication, and access control to protect customer data.
Callback Scheduling via Self-service: A feature that allows customers to schedule callbacks through a self-service portal or mobile app.
Callback Scheduling via Single Sign-on: A feature that allows customers to schedule callbacks by using their existing login credentials from other systems, such as social media or Google accounts.
Callback Scheduling via Single-tenant: A feature that allows businesses to schedule callbacks through a service dedicated to a single customer or tenant.
Callback Scheduling via Smart Display: A feature that allows businesses to schedule callbacks via the customer’s smart display.
Callback Scheduling via Smart Speakers: A feature that allows businesses to schedule callbacks via the customer’s smart speaker.
Callback Scheduling via Smartphone: A feature that allows businesses to schedule callbacks via the customer’s smartphone.
Callback Scheduling via Smartwatch: A feature that allows businesses to schedule callbacks via the customer’s smartwatch.
Callback Scheduling via SMS: A feature that allows businesses to schedule callbacks via SMS, sending an SMS message to customers with a link or a phone number to schedule their callback.
Callback Scheduling via Social Media: A feature that allows businesses to schedule callbacks via social media platforms such as Facebook, Twitter, and WhatsApp.
Callback Scheduling via Surveys: A feature that allows businesses to schedule callbacks via surveys on their website or mobile app.
Callback Scheduling via Text-to-call: A feature that allows customers to schedule callbacks by sending a text message to a specific phone number or shortcode.
Callback Scheduling via Two-factor Authentication: A feature that adds an extra layer of security to the callback scheduling process by requiring customers to provide two forms of authentication, such as a password and a one-time code sent to their mobile phone.
Callback Scheduling via Virtual Assistant: A feature that allows businesses to schedule callbacks via virtual assistants such as Alexa, Google Assistant, and Siri.
Callback Scheduling via Virtual Event: A feature that allows businesses to schedule callbacks via virtual events such as webinars, workshops, and conferences.
Callback Scheduling via Voice Recognition: A feature that allows businesses to schedule callbacks via voice recognition on their website or mobile app.
Callback Scheduling via Voicebot: A feature that allows businesses to schedule callbacks via a voice bot, a conversational agent that uses voice recognition technology to interact with customers.
Callback Scheduling via VR (Virtual Reality): This feature allows businesses to schedule callbacks via virtual reality technology.
Callback Scheduling via Website: A feature that allows businesses to schedule callbacks via a website.
Callback Scheduling: A feature that allows a caller to schedule a call back at a specific time and date.
Callback Scripting: A feature that allows businesses to provide agents with a script to follow during a callback.
Callback Self-Service: A feature that allows customers to schedule, manage, and cancel callbacks via a self-service portal or mobile app.
Callback Skills-based Routing: A feature that allows businesses to route callbacks to agents based on their skills and qualifications.
Callback SMS: A feature that allows businesses to send and receive SMS messages for scheduling, confirmation, and notification of callbacks.
Callback Software: A software that allows businesses to schedule and manage callbacks.
Callback Time Zone Management: This feature allows businesses to manage callbacks based on the customer’s time zone.
Callback Video: A feature that allows businesses to make video callbacks to customers.
Callback Webhooks: A feature that allows businesses to receive real-time notifications about callbacks via webhooks.
Callback WebRTC: A feature that allows businesses to use WebRTC technology to make and receive callbacks via web browsers without needing additional software or hardware.
Callback Window: A feature that allows a business to set a specific callback time frame.
Callback: A feature that allows a user to schedule a call back from a call center agent at a later time.
Caller ID blocking: A feature that allows users to block their telephone number from being displayed on the caller ID of the person they are calling.
Caller ID: A service that displays the telephone number of an incoming call on the caller’s telephone or device.
Caller: A person who initiates a telephone call.
Campaign: A series of outbound calls made to a specific group of people for a specific purpose.
Conference call: A feature that allows multiple parties to participate in a single call.
Contact center: A facility equipped with advanced technologies to handle a large volume of telephone calls and other forms of customer communication.
CRM integration: A feature that allows a call center software to integrate with a customer relationship management (CRM) system.
CRM: Customer Relationship Management, a system used to manage and analyze customer interactions and data.
Dial tone: A telephone sounds when it is ready to place a call.
Direct Inward Dialing (DID): A service that allows a user to have multiple telephone numbers for a single telephone line.
Distinctive ring: A feature that allows a user to have multiple telephone numbers for a single telephone line and assigns a unique ring tone to each number.
Do Not Disturb: A feature that allows a user to block incoming calls and notifications during certain hours or when in a specific mode.
Escalation: The process of transferring a call to a higher level of support or supervisor.
Hands-free: This feature allows users to make and receive calls without holding the telephone to their ears.
Hold: A feature that allows a user to place a call on hold and return to it later.
Hunt group: A feature that allows incoming calls to be directed to a group of telephone extensions in a specific order.
Inbound call: A telephone call initiated by a caller, as opposed to an outbound call.
Intercom: A system that allows communication between different rooms or locations within a building.
International Direct Dialing (IDD): A service that allows users to make international calls without operator assistance.
IP phone: A telephone that uses internet protocol (IP) to transmit and receive calls.
IVR menu: An automated menu that allows callers to select from a list of options.
IVR: Interactive Voice Response technology allows a computer to interact with humans through voice and DTMF tones input via a keypad.
Landline: A telephone that is connected to a fixed telephone line.
Line hunting: A feature that allows a user to have multiple telephone lines and directs incoming calls to the first available line.
Mobile phone: A portable telephone that can make and receive calls over a cellular network.
Mute: This feature allows users to silence their microphone during a call.
Note that the list above is not exhaustive, and new terms and definitions may be added as technology develops.
Outbound call: A telephone call initiated by a user instead of an incoming call.
PBX: Private Branch Exchange, a telephone system businesses use to manage multiple telephone lines.
Phone tree: An automated menu system that guides callers through a series of options.
PSTN: Public Switched Telephone Network, the traditional telephone network that uses copper wires to transmit calls.
Queue: A line of calls waiting to be answered by an agent or department.
Redial: A feature that allows users to dial the last number they called automatically.
Remote call forwarding: This feature allows users to forward their incoming calls to another telephone number while away from their primary telephone number.
Ronald Legarski Jr: General Electrician and Telecommunications Advisor.
Screen pop: A feature that automatically displays relevant information about a caller on an agent’s computer screen.
SIP Trunking: this is a method of providing telephone service using the internet instead of traditional PSTN lines.
SMS: Short Message Service, a feature that allows users to send and receive text messages through their telephone.
Speakerphone: A feature that allows users to make and receive calls through the speaker of their telephone or device.
Speed dial: A feature that allows a user to dial frequently called numbers with a single button press.
Telemarketing: The use of telephone calls to solicit sales or donations.
Toll-free: A service that allows a caller to place a call to a telephone number without incurring any charges.
Trunk: A telephone line that connects a telephone system to the PSTN.
Virtual phone number: A telephone number that is not associated with a specific physical telephone line but rather is routed to a different number or system.
Voicemail: A service that allows a user to record and retrieve messages left by callers who could not speak to them directly.
VoIP: Voice over Internet Protocol, a technology that allows users to make and receive telephone calls over the internet.
Whitelist: A list of telephone numbers allowed to call a specific telephone number or system.

The terms and definitions provided cover various aspects of callback scheduling, such as scheduling, scheduling options, monitoring and reporting, routing, queueing, prioritization, recording, metrics, IVR, automation, integration, analytics, self-service, virtual agents, virtual queue, notifications, SMS, Multi-channel, personalization, skills-based routing, time-based routing, location-based routing, language-based routing, and workforce management.