Please see the list of Unified Communications terminologies and related definitions below:
- Artificial Intelligence (AI) and Machine Learning (ML): AI and ML are technologies that allow systems to learn and adapt to user behavior and patterns and are being used in UC systems for voice recognition, natural language processing, and predictive analytics.
- Audio Conferencing: A feature of UC systems that allows users to participate in audio-only meetings remotely.
- Auto-attendant: A feature of UC systems that allows callers to be automatically routed to the appropriate extension or department based on their input through the telephone keypad or voice commands.
- Automated Speech Recognition (ASR): A feature of UC systems that uses natural language processing (NLP) and machine learning (ML) to recognize and respond to spoken commands.
- Automatic Call Distribution (ACD): A feature of UC systems that automatically routes incoming calls to the next available agent or department based on predefined rules and algorithms.
- Call Blocking: A feature of UC systems that allows users to block specific phone numbers or calls from reaching them.
- Call Center Software: A software application that helps manage and organize the flow of inbound and outbound calls, including call routing, queuing, and reporting.
- Call Forwarding: A feature of UC systems that allows calls to be forwarded from one extension or device to another based on predefined rules and conditions.
- Call Holding: A feature of UC systems that allows users to put a call on hold and resume it later.
- Call ID: A feature of UC systems that displays the caller’s phone number, name, and other identifying information on the user’s phone or computer screen.
- Call Park: A feature of UC systems that allows a call to be put on hold and retrieved by another extension or device.
- Call Queuing: A feature of UC systems that holds incoming calls in a queue when all agents are busy and routes them to the next available agent.
- Call Recording: A feature of UC systems that allows calls to be recorded and stored for later use.
- Call Return: A feature of UC systems that allows users to call back the last incoming call they missed.
- Call Routing: A feature of UC systems that directs incoming calls to the appropriate extension or department based on predefined rules and algorithms.
- Call Transfer: A feature of UC systems that allows a call to be transferred from one extension or device to another.
- Call Waiting: A feature of UC systems that alerts users when another call is coming in while they are already on a call.
- Chatbots: Software programs that use natural language processing (NLP) and machine learning (ML) to simulate human conversation and provide automated customer service, support, or information.
- Cloud Communications: A delivery model for UC systems and services where the infrastructure and software are hosted on remote servers and accessed over the internet.
- Cloud Telephony: A delivery model for UC systems and services where the infrastructure and software are hosted on remote servers and accessed over the internet.
- Collaboration: A feature of UC systems that allows users to share documents, presentations, and other information in real-time.
- Communication Analytics: A set of tools and technologies that help managers analyze and measure the performance of a UC system, including call data, customer interactions, and network usage.
- Communication API: A programming interface set that allows developers to integrate UC systems and services with other applications and systems.
- Communication APIs (Application Programming Interface): A set of programming interfaces that allow developers to integrate UC systems and services with other applications and systems, such as CRM, ERP, and e-commerce platforms.
- Communication as a Service (CaaS): A delivery model for UC systems and services where the infrastructure and software are hosted on remote servers and accessed over the internet, and are offered as a service to customers on a subscription basis.
- Communication Platform as a Service (CPaaS): A delivery model for UC systems and services where the infrastructure and software are hosted on remote servers and accessed over the internet, and can be integrated with other applications and systems using APIs.
- Communications Platform as a Service (CPaaS): A delivery model for UC systems and services where the infrastructure and software are hosted on remote servers and accessed over the internet, and can be integrated with other applications and systems using APIs.
- Computer Telephony Integration (CTI): This technology allows UC systems to interact and integrate with computer systems and applications, such as CRM and ERP systems, to provide additional functionality and context during calls.
- Conferencing Bridge: A feature of UC systems that allows users to join a conference call from any telephone or device by dialing a single number or joining a virtual meeting room.
- Contact Center as a Service (CCaaS): A delivery model for contact center services where the infrastructure and software are hosted on remote servers and accessed over the internet.
- Contact Center Automation: The use of technology to automate various tasks and processes in a contact center, such as call routing, queuing, and reporting.
- Contact Center Software: A software application that helps manage and organize the flow of customer service and support calls, including call routing, queuing, and reporting.
- Contact Center Workforce Management: A set of tools and technologies that help managers schedule, forecast, and optimize the performance of a contact center workforce.
- Contact Center: A feature of UC systems that allows organizations to manage and route customer service and support calls to the appropriate agent or department.
- Direct Inward Dialing (DID): A feature of UC systems that allows callers to dial a direct extension number to reach a specific person or department, instead of going through a main number or an auto-attendant.
- Direct Outward Dialing (DOD): A feature of UC systems that allows users to make calls to external numbers using a direct dial number instead of going through the PBX system.
- Email Integration: A feature of UC systems that allows users to send and receive emails, and access their email inboxes, through the UC platform.
- Enterprise Communication Platform: A UC platform designed for large organizations and includes scalability, security, and customization features.
- Fax Integration: A feature of UC systems that allows users to send and receive faxes, and access their fax inboxes, through the UC platform.
- File Sharing: A feature of UC systems that allows users to share files and documents with other participants in a meeting or presentation.
- Hosted PBX: A PBX system that is operated and maintained by a third-party service provider and can be accessed over the internet.
- Instant Messaging (IM): A feature of UC systems that allows users to send and receive text messages in real-time.
- Instant Messaging (IM): A real-time text-based communication service that allows users to send and receive short messages in a conversational format.
- Interoperability: The ability of different UC systems and technologies to work together seamlessly, allowing users to communicate and collaborate regardless of their devices or platforms.
- Media Gateway: A device or software that connects a VoIP network to a traditional telephone network, allowing users to make and receive calls between the two networks.
- Mobile Integration: A feature of UC systems that allows users to access and interact with the UC platform through mobile devices and applications.
- Mobility: A feature of UC systems that allows users to access all the features and services of the system from mobile devices and other remote locations.
- Multi-level IVR: An Interactive Voice Response (IVR) system with multiple prompts and options, allowing callers to navigate through different menus and reach the appropriate extension or department.
- Multi-Tenancy: A feature of cloud-based UC systems that allows multiple organizations or tenants to share the same infrastructure and resources while maintaining separate and secure environments.
- Music on Hold: A feature of UC systems that plays music or a pre-recorded message to callers while on hold.
- Open Platform Communications (OPC): A set of open standards and protocols that allow different UC systems and devices to communicate and work together.
- PBX: A private branch exchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public.
- Presence: A feature of UC systems that allows users to see the availability and status of other users, such as whether they are online, offline, busy, or away.
- Presence: A feature of UC systems that allows users to see the availability of other users, such as whether they are online or offline, busy or available, and whether they are on a call or in a meeting.
- Quality Management (QM): A feature of UC systems that allows supervisors to monitor and evaluate the quality of calls and customer interactions.
- Quality Monitoring (QM): A feature of UC systems that allows managers to monitor and evaluate the quality of calls and customer interactions in real-time.
- Real-time Speech Analytics: A feature of UC systems that uses natural language processing (NLP) and machine learning (ML) to analyze the content of calls and customer interactions in real-time and extract insights to improve performance.
- Reporting and Analytics: A feature of UC systems that allows managers to access and analyze data on system usage, performance, and customer interactions to improve efficiency and effectiveness.
- Ronald Legarski Jr.: Unified Communications Consultant and General Electrician.
- Screen Sharing: A feature of UC systems that allows users to share their computer screen with other participants during a video conference.
- Screen Sharing: A feature of UC systems that allows users to share their computer screens with other participants in a meeting or presentation.
- Self-Service IVR: An Interactive Voice Response (IVR) system that allows customers to resolve issues or access information through automated voice prompts without human assistance.
- Session Border Controller (SBC): A device or software that sits between a VoIP network and a traditional telephone network to control and manage data flow between the two.
- Single Sign-On (SSO): A feature that allows users to log in to multiple systems and applications with a single set of credentials.
- SIP Trunking: A service that allows organizations to connect their on-premises PBX system to the public switched telephone network (PSTN) over the internet using the Session Initiation Protocol (SIP).
- SMS Integration: A feature of UC systems that allows users to send and receive text messages, and access their SMS inboxes, through the UC platform.
- Social Media Integration: A feature of UC systems that allows users to monitor and respond to social media interactions through the UC platform.
- Softphone: A software-based phone that allows users to make and receive calls using their computer or mobile device, with a headset or a microphone and speakers, instead of a traditional telephone.
- Speech Analytics: A feature of UC systems that uses natural language processing (NLP) and machine learning (ML) to analyze the content of calls and customer interactions to extract insights and improve performance.
- Speech Recognition: A feature of UC systems that uses natural language processing (NLP) and machine learning (ML) to convert spoken words into written text.
- Speech-to-Text (STT) : A technology that converts spoken words into written text, which can be used in UC systems for transcription, note-taking, and more.
- Team Collaboration: A feature of UC systems that allows teams to communicate and collaborate in real-time through various means such as instant messaging, video conferencing, file sharing and more.
- Text-to-Speech (TTS) : A feature of UC systems that converts written text into spoken words, which can be used in automated customer service and support systems.
- Text-to-Speech (TTS) and Speech-to-Text (STT) : TTS is a technology that converts written text into spoken words, while STT is a technology that converts spoken words into written text. Both technologies are used in UC systems for voice recognition, transcription and more.
- Unified Communications (UC) is a set of technologies and services that combine various forms of communication, such as voice, video, instant messaging, and presence, into a single, integrated platform. The following are some key terms and definitions related to UC:
- Unified Messaging: A feature of UC systems that allows users to access all their voice, fax, and email messages from a single inbox.
- Video Conferencing: A feature of UC systems that allows users to communicate and collaborate in real-time through video and audio.
- Video Conferencing: A feature of UC systems that allows users to participate in face-to-face meetings remotely using video and audio.
- Video Interoperability: The ability of video conferencing systems and devices to communicate and work together seamlessly, regardless of their vendor or protocol.
- Virtual Agent: A software-based agent that uses natural language processing (NLP) and machine learning (ML) to simulate human conversation and provide automated customer service or support through chat or voice.
- Virtual Assistant: A software-based agent that uses natural language processing (NLP) and machine learning (ML) to simulate human conversation and provide automated assistance and support through voice or text.
- Virtual Breakout Rooms: A feature of virtual event platforms that allows attendees to be grouped in smaller sessions for discussions and activities.
- Virtual Classroom: A virtual space that allows teachers and students to interact and collaborate in real-time through video conferencing, screen sharing, and other UC tools.
- Virtual Collaboration: The ability for users to communicate and collaborate in real-time through various means such as video conferencing, instant messaging, file sharing and more, regardless of their physical location.
- Virtual Conference: A conference that is conducted entirely over the internet, with participants joining from different locations through video conferencing, webinars, or other UC tools.
- Virtual Contact Center (VCC): A contact center that is operated entirely over the internet, with agents and supervisors working remotely from different locations.
- Virtual Event Platform: A platform that allows to host virtual events, such as webinars, conferences, and trade shows, and includes features such as live streaming, recording, Q&A, and networking.
- Virtual Event: A gathering or presentation that is conducted entirely over the internet, with participants joining from different locations through video conferencing, webinars, or other UC tools.
- Virtual Exhibition: A trade show that is conducted entirely over the internet, with exhibitors showcasing their products and services, and attendees visiting virtual booths, attending presentations, and networking.
- Virtual Meeting Room: A virtual space that allows users to join a meeting or presentation remotely through a web browser or mobile application.
- Virtual Meeting Rooms: A feature of UC systems that allows users to create and schedule virtual meeting spaces for real-time collaboration and communication.
- Virtual Meeting: A meeting that is conducted entirely over the internet, with participants joining from different locations through video conferencing, audio conferencing, or other UC tools.
- Virtual Number: A phone number that is not associated with a physical telephone line, but instead directs calls to a specific destination or set of destinations using routing rules and algorithms.
- Virtual Office Hours: A feature of UC systems that allows users to schedule and attend virtual office hours, where they can meet with colleagues, mentors, or students remotely through video conferencing or other UC tools.
- Virtual Office Suite: A set of UC tools and services that provide users with the capabilities to work remotely such as email, instant messaging, file sharing, and video conferencing.
- Virtual Office: A UC-based service that allows employees to work remotely and access the same resources and communication tools as they would in a physical office.
- Virtual PBX on Cloud: A virtual PBX system that is hosted on a cloud-based server and can be accessed from anywhere with an internet connection.
- Virtual PBX: A virtual PBX (Private Branch Exchange) is a software-based system that provides the same functions as a traditional PBX but is hosted on a cloud-based server.
- Virtual Phone Number: A telephone number that is not associated with a physical telephone line, but instead directs calls to a specific destination or set of destinations using routing rules and algorithms.
- Virtual Phone System: A phone system that is operated entirely over the internet and allows users to make and receive calls using virtual phone numbers.
- Virtual Reality (VR) and Augmented Reality (AR): VR and AR are technologies that allow users to interact with virtual environments and objects in real-time, and are being used in UC systems for remote collaboration, training, and support.
- Virtual Receptionist: A feature of UC systems that allows callers to be greeted by a pre-recorded message and prompted to select from a menu of options before being connected to the appropriate extension or department.
- Virtual Room System (VRS): A hardware or software-based system that allows users to join a virtual meeting room using a video conferencing system.
- Virtual Seminar: A seminar that is conducted entirely over the internet, with attendees joining from different locations to attend presentations, workshops, and networking sessions through video conferencing, webinars, or other UC tools.
- Virtual Summit: A summit conducted entirely over the internet, with attendees joining from different locations to attend presentations, workshops, and networking sessions through video conferencing, webinars, or other UC tools.
- Virtual Team: A group of individuals who work together remotely, communicating and collaborating through various means such as video conferencing, instant messaging, file sharing, and more.
- Virtual Trade Fair: A trade fair conducted entirely over the internet, with exhibitors showcasing their products and services and attendees visiting virtual booths, attending presentations, and networking.
- Virtual Trade Show: A virtual event platform that allows exhibitors to showcase their products and services and attendees to visit virtual booths, attend presentations, and network.
- Virtual Tutoring: A service that allows students to receive tutoring and support remotely through video conferencing and other UC tools.
- Virtual Waiting Room: A feature of virtual event platforms that allows attendees to be placed in a virtual waiting room before being admitted to the event.
- Virtual Whiteboard: A digital whiteboard that allows users to share and collaborate on documents, images, and diagrams in real-time through a virtual meeting room.
- Virtual Workshop: A workshop conducted entirely over the internet, with attendees joining from different locations to attend presentations, interactive sessions, and networking through video conferencing, webinars, or other UC tools.
- Voice over IP (VoIP): A technology that allows voice communication to be transmitted over the internet using the Internet Protocol (IP) instead of traditional telephone networks.
- Web Conferencing: A feature of UC systems that allows users to participate in meetings and presentations remotely using the internet and a web browser.
- Web Integration: A feature of UC systems that allows users to access and interact with web-based applications and services, such as CRM and ERP systems, through the UC platform.
- WebRTC Gateway: A device or software that connects a WebRTC-enabled browser or application to a VoIP or PSTN network.
- WebRTC: WebRTC (Web Real-Time Communication) is an open-source technology that allows real-time communication through web browsers and mobile applications without the need for additional plug-ins or software.
- Whiteboarding: A feature of UC systems that allows users to share and collaborate on documents, images, and diagrams in real-time.
- Workforce Management (WFM): A feature of UC systems that help managers schedule, forecast, and optimize the performance of a contact center workforce.
- Workforce Optimization (WFO): A set of tools and technologies that help optimize the performance of a contact center by analyzing data on agents, calls, and customer interactions to improve efficiency, quality, and customer satisfaction.
- Workforce Optimization (WFO): A set of tools and technologies that help managers optimize the performance of a contact center by analyzing data on agents, calls, and customer interactions to improve efficiency, quality, and customer satisfaction.
These are some of the key terms and definitions related to Unified Communications, but the field is constantly evolving, and new technologies and services are being developed all the time.