Glossary

Navigating through all of the technical terms associated with unified communications and IT support can be confusing. No problem, we’ve got you covered. This glossary will help you navigate through a jungle of technical terms—whether you’re researching or managing your business.

A

ACDAD ConnectorAgent Login/LogoutAI Sentiment AnalysisAnalog PhoneANIAntivirus SoftwareAPIAsteriskAsynchronous CommunicationATAAuto AttendantAutomated ScriptingAutomated ScriptingAverage Handle Time (AHT)

B

B-ChannelBackboneBandwidthBargeBLIBPO Contact CenterBRIBYOD

C

Cable InternetCall AnalyticsCall CenterCall Center OccupancyCall Center ShrinkageCall Center TranscriptionCall Disposition Call HuntingCall LogsCall MonitoringCall QueueCall RecordingCall ReportsCAT5 / CAT5e / CAT6CCaaSCDRCentral OfficeCentrexCLECClientCloudCloud CommunicationsCloud PBXCodecConference BridgeConferencingContact CenterContact Center CTIContact Center Quality ManagementCorporate Directory on PhoneCPECRMCSRCTICustom GreetingsCustom Hold MusicCustom MessagesCustom SchedulesCustomer Engagement

D

D-ChannelData ArchivingData CenterData Transfer RateDemarcDHCPDial by ExtensionDial by NameDial PlanDial Plan EditorDial-by-Name DirectoryDIDDigital EngagementDigital PhoneDirect Outward DialingDNSDS0DSL – ADSLDTMFDurationDynamic IP Address

E

E-Carrier SystemE1E911 ServiceEnd User SupportEnd-to-End Encryption (E2EE)Endpoint SecurityEscape from Call QueueEthernetExchange AreaExtension DialingExtensions

F

Fax to EmailFile ManagerFind Me/Follow MeFiOSFOC

G

G711G729Gateway

H

HostedHosted Contact CenterHosted VoIPHotspotsHunt GroupHybrid-Hosted

I

IADILECInbound Call FiltersInbound Contact CenterIndividual Call LogsIntercomInternational CallingIoTIPIP AddressIP PhoneISDNISPITSMITSPIVRIXC

J

Jitter

K

Kbps

L

LANLast Number RedialLATALatencyLDAPLDAP IntegrationLECLegacy DeviceLine FailoverLNPLOALocal & Long Distance Dial ToneLocal Directory on Phone

M

MACMANMbitMean Opinion Score (MOS)Message Waiting IndicatorMMSMobilityModemMPLSMulti-Channel Contact CenterMulti-Channel InboxMulti-Monitor Navigation

N

NANPNATNetwork Closet

O

Omnichannel InboxOn-Premises vs. CloudOnline User PortalOutbound Contact Center

P

PacketPacket LossPacket SwitchingPagingPaperless FaxPatch ManagementPBXPingPoEPOPPorting NumbersPOTSPredictive DialingPresence MonitoringPRIPrivate IP AddressProvisioningPSTNPublic IP Address

Q

QoS (Quality of Service)Queue Call BargeQueue Call RecordingQueue Call SpyQueue Call Whisper

R

Rate CenterRDPRedundancyRemote DiagnosticsRemote PrintingReport Caller Hold TimeRing GroupsRJ11RJ45RJ9RouterRTP

S

ServerService UptimeSession RecordingSingle Sign-On (SSO)SIPSIP TrunkSIP TrunkingSoftphoneSpeed DialSpySRTPStatic IP AddressSwitch

T

T-Carrier SystemT.38T1TCPToll-Free Number

U

UC&CUCaaSUDPUnified CommunicationsUnified Endpoint ManagementUnified MessagingUninterruptable Power Supply

V

VDIVideo ConferencingVirtual Contact CenterVirtual FaxVirtual NumberVirtual PBXVoicemailVoicemail to EmailVoIPVPN

W

WANWeb ConferencingWebRTCWhisperWiFiWLAN

Z

Zero Trust Network Access
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