- Call: A telephone connection established between two or more parties for the purpose of communication.
- Caller ID: A service that displays the telephone number of an incoming call on the recipient’s phone.
- Call Forwarding: A feature that allows a user to redirect incoming calls to another phone number.
- Call Waiting: A feature that alerts users to an incoming call while they are already on a call.
- Conference Call: A call between three or more parties, typically accomplished by using a conference bridge.
- IVR (Interactive Voice Response): A technology that allows a computer to interact with humans through voice and DTMF tones input via keypad.
- PBX (Private Branch Exchange): A telephone system used within a company or organization that allows for internal communication and connections to the public telephone network.
- PSTN (Public Switched Telephone Network): The traditional telephone network that uses analog or digital circuit-switched technology to transmit voice and fax calls.
- VoIP (Voice over Internet Protocol): A technology that allows the transmission of voice and other multimedia communication over the internet.
- ACD (Automatic Call Distributor): A system that routes incoming calls to the next available agent based on predefined rules.
- CRM (Customer Relationship Management): The software used to manage the company’s and its customers’ interactions.
- Voicemail: A service that allows a caller to leave a voice message for a recipient when they are unavailable to answer a call.
- Call Recording: A feature that records all or part of a call for later review.
- Call Center: A central location equipped with the technology and resources to handle a high volume of incoming and outgoing calls.
- DID (Direct Inward Dialing): A service that allows a company to have multiple telephone numbers, each with its direct extension, without needing multiple physical phone lines.
- LCR (Least Cost Routing): A feature that automatically routes calls to the least expensive path based on real-time or pre-defined cost tables.
- SIP (Session Initiation Protocol): A communications 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.
- Softphone: A software-based telephone application that allows users to make and receive calls using a computer or mobile device.
- TAPI (Telephony Application Programming Interface): A software interface that allows developers to create computer programs that control telephony functions, such as making and answering calls.
- Trunk: A single physical connection between a PBX or telephone system and the public telephone network, which can support multiple simultaneous calls.
- Virtual Phone Number: A telephone number that is not linked to a specific phone line or physical location but directs calls to a specific phone or system.
- WAN (Wide Area Network): A network that covers a broad area, such as a city, country, or even the world, and connects multiple LANs (Local Area Networks) and other networks.
- Call Routing: The process of directing a call to the appropriate destination, such as an extension, voicemail, or external number.
- Call Switching: The process of connecting a call from one telephone line to another.
- Call Blocking: A feature that allows a user to block incoming calls from specific numbers or prefixes.
- Call Transfer: A feature that allows a user to transfer a call from one party to another.
- Call Park: A feature that allows a user to put a call on hold and then retrieve it from any phone within the system.
- Call Pickup: A feature that allows a user to answer a call ringing on another extension within the system.
- Call Queue: A feature that holds incoming calls in a queue and then routes them to the next available agent.
- Call Screening: A feature that allows a user to hear the caller’s name or phone number before answering a call.
- Call Return: A feature that allows users to call back the last number that called them.
- Call Trace: A feature that allows a user to trace the last incoming call for security or troubleshooting purposes.
- Call Return: A feature that allows users to call back the last number that called them.
- Call Waiting ID: A feature that displays the caller’s name and number while the user is already on a call.
- Callback: A feature that allows a user to request a call back from a busy extension.
- Distinctive Ringing: A feature that allows users to assign different ringtones to different numbers or groups of numbers.
- Hotline: A direct phone number pre-programmed to call a specific number when dialed automatically.
- Ringback Tone: A feature that plays a specific tone or song to the caller while waiting for the call to be answered.
- Speed Dial: A feature that allows users to call a specific number by pressing a single button or a specific code.
- Three-Way Calling: A feature that allows a user to add a third party to an existing call.
- Virtual Meeting: A meeting that occurs via telephone or internet-based video conferencing.
- Direct Dial-In (DDI): A feature that allows callers to dial a specific extension directly without going through an operator or an automatic call distributor.
- Auto-Attendant: An automated voice-based system that greets callers and guides them through the options of the phone system, such as transferring them to a specific extension or department.
- Music On Hold: A feature that plays music or a recorded message to callers while on hold.
- Callback Queue: A feature that allows callers to request a callback from an agent rather than waiting on hold.
- Call Escalation: A feature that allows an agent to transfer a call to a supervisor or higher-level support if they cannot handle it.
- Silent Monitoring: A feature that allows a supervisor or manager to listen in on a call without the agent or customer being aware of it.
- Call Barging: A feature that allows a supervisor or manager to join a call in progress without the agent or customer being aware of it.
- Call Whisper: A feature that allows a supervisor or manager to hear what the agent is saying to the customer without the customer being aware of it.
- Call Recording Quality Control: A feature that allows a supervisor or manager to listen to recorded calls and evaluate the agent’s performance.
Telephony terminology and definitions can be complex, and it’s essential to understand the specific terms and features used in your organization’s telephone system. It’s also important to note that different telephone systems and providers may use different terminology for the same feature. To fully understand the capabilities and limitations of your organization’s telephone system, it’s recommended to consult the user manual or speak with your system administrator. If you are still unsure about any terms or features, you can always ask for clarification from the vendor or the IT team.
Additionally, it’s essential to remember that telephony technology constantly evolves, and new features and functionality are constantly being developed. Keeping up with the latest developments in telephony technology can help you make the most of your organization’s telephone system and stay ahead of the competition.
It’s also important to note that certain features and functionality may require additional hardware or software and incur additional costs. Before implementing any new features or functionality, it’s essential to consider the costs and benefits and to determine if it’s worth the investment.
Overall, understanding telephony terminology and features are essential for effective communication within your organization and for providing excellent customer service. By familiarizing yourself with the terminology and features available in your organization’s telephone system, you can ensure that you’re able to use it to its full potential and take advantage of all the benefits it has to offer.