SpectrumVoIP Glossary of Terms
It's like a dictionary, but for SpectrumVoIP
Written by Grayson Akerly
Updated at April 25th, 2024
This is a auto-generated Article of all your definitions within the glossary.
Glossary
This is a auto-generated Article of all your definitions within the glossary.
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A2P
Application To Person. A term used to describe informaiton that is primarily sent from an application or program directly to a person, such as the sms/mms texting.
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AC/DC Power Adapter
Also known as a Power Supply Unit (PSU), an AC/DC Power Adapter is an external power supply that converts AC (Alternating Current) power to a lower voltage DC (Direct Current) power. This allows DC-reliant devices to connect to a main power supply through an outlet.
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Advisory Tones
Advisory Tones are sounds played by a phone to confirm that something has happened on a phone. Three, adjustable advisory tones are the Keypad Tone, Confirmation Tone, and Low Battery Tone. These tones can usually be enabled/disabled using the device's Audio settings (depending on the device).
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Answering Rule
A rule that specifies how to handle calls for a time frame.
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Application Layer Gateway
A router component that theoretically helps with NAT traversal. In reality, phones can traverse NAT, so ALGs should be disabled.
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Auto Attendant
A feature that transfers calls to the appropriate destination (an extension, voice mail, or recording, for example) without human intervention, by prompting callers to press buttons on their phone keypads.
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Base Station
A Base Station (for SpectrumVoIP's purposes) is a device that acts as a transceiver to handle sending and receiving wireless signals. Base stations used in VoIP commonly rely on DECT to connect to a peripheral device that is in range, like a handset or headset. For example, a Yealink cordless handset's base station will handle sending and receiving the communication between its handset and the other caller's device. This is similar to how DECT headsets operate.
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BLF Key
Similarly to speed dial keys, BLF (Base Lamp Function) keys are used to directly contact another User in the domain. In contrast to speed dials, BLFs show the status of a User using an indicator light (green for online, grey offline, and red for busy).
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Bluetooth
Bluetooth is a standardized method of short-range, wireless connection for devices. Bluetooth supports low-bandwidth, wireless connections within a range of 10 meters (32 feet). The best performance is in the 1- to 2-meter (3- to 6-foot) range.
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Call Center Agent Statuses
Pre-defined statuses available in the Call Center tab that describe whether an Agent is "Available", "Offline", on "Break", and on "Lunch". Agents that are unavailable can use Custom Agent Statuses set up through the Call Center tab by Users with a scope of Call Center Supervisor or higher.
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Call Disposition
A label created by an agent that describes the outcome of a call.
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Call Flow
Call Flow is a call trace functionality, but it presents the resulting call data in accessible terms. Viewing Call Flow, more users are able to troubleshoot and fix the "why" of when a call does not work as expected.
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Call Forwarding
A Cloud PBX feature that allows you to forward or redirect incoming calls to an alternate number.
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Call Parking
The process of statically or dynamically parking a call on hold by transferring it to a special queue called a Park. From there, another agent can retrieve the call using the park line keys or dialing the extension of the park. Extensions 701, 702, and 703 are most commonly used as Call Parks.
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Call Park Queue
A special type of call queue that callers can be transferred to so that they can wait on hold until their call is retrieved by an agent. Call Parks are usually designated with extension numbers in the 700s. 701, 702, and 703 are the most commonly used.
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Call Queue
A call queue allows you to put callers in a waiting line until a person (a.k.a. agent) is available to help them. While enqueued callers will listen to Music on Hold and, depending on the configuration, may have options to leave the queue.
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Call Queue Callback
A feature that allows a caller in a queue to request a callback from the next available agent. This feature holds the caller’s place in the queue until an agent is available to accept the call.
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Call Reason
The reason why the call was made.
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Call Recordings
Sound files recorded during a call for Users that have it enabled. Call recordings are disabled by default and must be enabled. These can be accessed in the web portal through Call History.
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Call Screening
Prompts callers to say their name, and then lets you screen the call before accepting it.
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Comfort Message
A message or recording that reassures the caller to not hang up. A common example used is "Your call is important to us. Please wait on the line and an agent will be with you shortly."
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Conference Bridge
A form of remote meeting hosted by a phone system that goes beyond what the three-way call feature can offer for desk phones. To host a conference for more than 3 people, a Conference Bridge can be called to allow multiple callers to connect and speak at the same time. There are a few ways to implement a conference bridge, like creating a special user and DID for only that conference bridge. Auto Attendants are also a great tool for connecting callers to a conference bridge.
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Confirmation Tone
A Confirmation Tone is a sound made by a phone to confirm that an action has been made (e.g., selecting an option, backing out of a menu, pressing OK, etc.). This Advisory Tone is enabled by default on Yealink phones. This setting can usually be adjusted in the phone's Audio settings (depending on the phone model).
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CTIA
Cellular Telecommunications and Internet Association. cita.org
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Custom Agent Statuses
Call center statuses that have been set up and customized through the Call Center tab settings by a User with a scope of Call Center Supervisor or higher. Some commonly used custom agent statuses are "bathroom", "meeting", "appointment", "training", and much more.
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Daisy Chaining
The process of connecting two or more IP devices together linearly using ethernet cables. One device will take in a network connection and pass it down the chain to the device connected to it, and then the device connected to that one, and so on.
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DECT
DECT (Digital Enhanced Cordless Telecommunications) is a standardized form of connection that allows multiple cordless/wireless devices to connect to a central base station while in range. The range for DECT-reliant devices is around 300-400 ft. This range can be extended using a device called a DECT Repeater that is installed just before the edge of the base station's DECT range.
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Dial-By-Name Directory
A feature that allows callers to search for an agent by either first name or last name using the keys of the dial pad. By default, the directory searches by last name. To have the directory search by first name, a request must be made to our technical support team. When the caller specifies the name of a person they are trying to reach, the directory confirms the name and connects the caller to that person automatically.
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Dialing Permission
Defines the types of calls a user can and cannot make. For example, a dialing permission might prevent a user from dialing international calls.
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Dial-In Number
A special phone number that can be assigned to a conference bridge or meeting to allow attendees to join over the phone without the use of an app or desk phone.
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DID
A DID (Direct Inward Dialing) number is a virtual phone number that directly routes to an extension without the assistance of an operator or a call routing function like a call queue or auto attendant.
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Direct Inward Dial
A service where each user can have a dedicated phone number to reach them, bypassing the auto attendant or receptionist.
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DND
DND (Do Not Disturb) mode enables a phone to ignore any incoming calls. Outgoing calls can still be made.
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Domestic Premium Rate Service
Cybercriminals and fraudsters utilize this fraudulent strategy to redirect calls to more expensive parts of the country to collect higher fees/tolls.
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DTMF
DTMF (Dual Tone Multi-Frequency) is the sound played when a user presses a number on their dial pad. DTMF tones are read by equipment and automated voice menus, like auto attendants, to determine what a user would like to do.
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Dynamic Call Parking
Instead of the caller selecting the Call Park to use, the system will choose an available Call Park to use. This feature is useful for phones with limited or no line keys (e.g., cordless handsets, older IP phone models, the mobile softphone app, and etc.).
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E911
Enhanced 911. A system used in North America that provides emergency service on cellular and Internet voice calls.
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Ethernet
Ethernet is a standardized communication protocol that allows multiple devices on a LAN (Local Area Network) to communicate with each other. Ethernet was designed to solve the problem of packet collision by providing network devices with a set of rules to follow regarding transmitting data.
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Ethernet Cable
An ethernet cable is a type of coaxial cable (twisted pair cable) with a RJ45 connector that carries high-frequency signals to allow devices such as computers, routers, and switches to connect to a local area network (LAN). These cables help pass along an internet connection while also allowing devices to share resources. If a switch/router is capable of using PoE (Power over Ethernet), then a connected Ethernet cable can also carry power to a device.
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Extension
A numerical way to dial a user on your system from a phone (e.g., Bob Smith is extension 111).
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Firmware
A specific type of software that controls how a device's hardware should act. IP phones have firmware installed like other devices to structure how each physical component should function.
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Firmware Version Number
A number assigned to a specific firmware update file. Most IP phones will display the firmware version number of its most recently downloaded firmware update. Firmware version numbers are usually formatted as 4 groups of numbers separated by periods with a minimum of 1 digit in each group.
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FXS
FXS stands for Foreign Exchange Subscriber. An FXS port (RJ11) connects analog interfaces, such as an analog phone, fax machine or PBX, to a VoIP adapter to allow them to utilize VoIP services.
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Handset
A device that a user holds to the ear to hear the audio sound through a phone. Handsets usually include the phone's transmitter (microphone), which is positioned close to the mouth. A handset is also sometimes used to refer to the entire phone.
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Hardphone
A hardphone is an IP device that acts and looks similar to a traditional telephone. These hardware-based devices (desk phones and cordless handsets) commonly have a receiver with a base it connects to.
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Hardware
The physical components and attachments of a device. Hardware can be instructed on how to function using software.
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Interconnect Bypass
A fraudulent strategy used by cybercriminals to accrue high fees for Carriers through traffic manipulation. To do this, fraudsters will sell long-distance calling cards to be used by unsuspecting customers. When a customer calls this number provided to them, their call is redirected to another Carrier's network to make the call appear like a cheaper, domestic call to bypass the normal payment system for international calling. In reality, the bad actor is actually passing those tolls/fees off to the affected Carrier.
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International Revenue Sharing Fraud
International Revenue Sharing Fraud (IRSF) is a fraudulent strategy used by cybercriminals. Attackers and fraudsters utilize technical means to make unauthorized calls to premium numbers with high tolls/fees by using hacked IP phones, stolen SIM cards, and compromised Public Branch Exchanges (PBXs) to direct calls to their owned/leased lines to bill those incoming calls.
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Intro Greeting
An auto attendant's Intro Greeting is an audio file that is played without any interruptions from callers pressing keys on their dial pads. When there is also a menu prompt, the intro greeting is played first.
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IP Address
An IP (Internet Protocol) Address is a network identifier a device is assigned while connected to an internet network. Giving each network device an IP address ensures that each device can be found and any data that is sent goes to correct devices. If you notice there is not an IP address for your IP phone, then your phone may be encountering connection issues.
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IP Phone
A telephone handset designed for a VoIP phone system. Instead of being connected to traditional, wired phone lines, IP phones have network connection ports to allow them to connect to a local area network (LAN) and communicate over the Internet.
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Jitter
Whenever there is latency present on a network, there may be some jitter as well. Jitter is the measurement of the small changes in delay that occur during packet transfer. To be a bit more specific, jitter is the measurement of the variations in latency on the network. When jitter exceeds a measurement of 30ms, then there is a very high chance that the session is experiencing high amounts of packet loss and latency as well, which can cause media streaming issues like choppy audio or connection issues.
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Keypad Tone
A Keypad Tone is a sound made by a phone to confirm that a key has been pressed. This Advisory Tone is enabled by default, but it can usually be adjusted in the phone's Audio settings (depending on the phone model).
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LAN
Local-area network. A group of computers and other devices that share a common communications line. These devices often share a server and are located within a small geographic area.
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Latency
Round Trip Time (RTT) Latency is the delay in milliseconds that it takes a packet from a device to reach its destination. Since IP phones rely on uninterrupted media streams to reliably send, receive, and play audio, latency should measure as a low number without much variation (jitter).
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Linear Cascade Queue
A type of call queue that is similar to a linear hunt queue with the exception that linear cascade queues ring groups of agents in a predefined order. These groups and their priorities are set when adding agents into the queue using Stratus.
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Linear Hunt Queue
A type of call queue where agents are rung in a pre-defined order. These priorities for the agents are set when agents are added to the queue using the Stratus web portal.
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LOA
Letter of Authorization Form used to prove ownership of phone numbers
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Low Battery Tone
A Low Battery Tone is a sound made by a phone to warn that a cordless device is running low on battery. This Advisory Tone is disabled by default for Yealink cordless handsets. This setting can usually be adjusted in the phone's audio settings (depending on the phone model).
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MAC Address
Media Access Control address. A unique identifier assigned to network interfaces for communications on the physical network. This typically consists of 12 hexadecimal characters (0-9 and A-F). Can typically be found on the back of an internet connection capable device such as an IP Phone.
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Mean Opinion Score
A test that used in telephony networks to estimate the human user's view of the quality of the network.
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Menu Prompt
An auto attendant's Menu Prompt is an audio file that is used to play a message or list out dial pad menu options. Unlike an intro greeting, the menu prompt is skippable for callers.
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MFA
Multi-factor Authentication (MFA) is a security measure that requires users to provide multiple forms of identity verification in order to gain access to their account.
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Music on Hold
Music on Hold (MoH) is music or messages that callers listen to while on hold and park. One common MoH message used is called a "Comfort Message", which informs callers that an agent will be with them soon. Even though ringing (ringback) is played to callers in queues, MoH can also be used for call queues if requested.
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NAT
NAT (Network Address Translation) converts your private LAN IP address to a public IP address to allow traffic to go out to the Internet and route back to the correct device on your LAN.
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Offnet
Off-network calls. Calls placed to a network other than your network.
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Packet Loss
Whenever the packets that hold the data for a phone call session are interrupted or get lost in transmission, all types of media streaming and digital communications can experience noticeable performance degradation. This can be experienced as choppy audio, BLF update issues, reliability issues, and more.
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PBX
Also known as a phone system, a PBX (Private Branch Exchange) is a telephone switching system that connects multiple extensions within an office to each other as well as to a small number of outside lines. PBXs can provide an expanded range of voice services such as phone extensions, call forwarding, paging, voicemail for each user. SpectrumVoIP is a Cloud-Hosted PBX that allows IP phones to communicate over the internet using VoIP.
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PC
Also known as a General-Purpose Computer, a PC (Personal Computer) is a multi-purpose computing device that relies on a CPU (Central Processing Unit) seated inside of a System Unit (alongside other essential parts) to process calculations and execute requests. To display the information and media being requested, the PC will usually have a Monitor connected to the System Unit.
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PoE
PoE (Power over Ethernet) is a networking feature that allows a PoE-capable network device to deliver DC power to IP devices using an existing data connection through an ethernet cable.
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Port
Also known as a jack or connection, a port allows a cable with a special connector to be snugly seated in a device. There are several types of ports that allow different kinds of connections (e.g., network cable connections, power connections, sound connections, video connections, etc.).
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POTS
A POTS (Plain Old Telephone Service) line is a traditional analog connection that routes calls to the PSTN (Public Switched Telephone System) through analog signals that are carried along copper wires. This form of connection used to be the standard form of telephone service before the rise of VoIP (Voice over Internet Protocol). POTS lines can still be useful for businesses that are located in areas with unreliable or restricted internet access. Using POTS lines is also ideal for critical services, such as fire alarms, security alarms, blue light emergency systems, and more.
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Prefix
A special code set in the Dial Translation that is dialed before a 10-digit phone number to tell the system to do something based off of what is set in the Dial Translation rule for that prefix code. Prefixes are commonly used for number masking.
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PSTN
Also known as POTS (Plain Old Telephone System), a PSTN (Public Switched Telephone Network) is a traditional, wired PBX that relies on circuit-switching. Phones using a PSTN to communicate are usually referred to as Analog Phones. As a Cloud-Hosted PBX provider, SpectrumVoIP does NOT support or service analog phones.
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Queue Ring Timeout
The amount of time a call will ring for an agent before routing to the next agent or tier. If there is not a next user/tier in the queue to send the call to, an exit option will be followed if there is a contact set for "If Unanswered" in the queue's In-Queue options.
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Rate Center
A geographic area that determines the boundaries for local calling in the Public Switched Telephone Network (PSTN). Rate centers are used by Local Exchange Carriers and identified by an assigned area code.
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Ring All Queue
A type of call queue that rings every agent in a queue at the same time.
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Ringtone
A sound or melody played by a phone to alert the User that there is an incoming call (including intercom calls). This volume and the melody used as the ringtone can usually be adjusted using the audio settings of the device (depending on the device).
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Round-Robin Queue
A type of call queue that evenly distributes incoming calls one at a time by finding which user has not had a call in the longest amount of time.
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Server
A computer that is dedicated to a particular purpose. Typically, a server provides information to client computers upon request. For example, a voicemail server manages all voicemail-related functions, and client computers access that server to retrieve or send voicemail.
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Shared Contacts
A group of contacts that are visible to all Users for a domain. Shared Contacts can only be added and edited by Users with a scope of Office Manager and higher.
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Simultaneous Ring
Allows multiple phones to ring at the same time. For example, you can configure the system so that when someone calls an office number, a desk phone and a mobile phone can ring simultaneously.
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SIP
Session Initiation Protocol. The standard protocol for Voice Over IP communications. For example when making a call from one extension to another on a VoIP phone system, SIP sets up the call and creates the connection between the two extensions.
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Softphone
IP telephony software that allows users to send and receive calls from non-dedicated hardware, such as a PC or Smartphone. It is typically used with a headset and microphone.
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TCPA
The Telephone Consumer Protection Act of 1991 is a federal law that restricts telemarketing calls and the use of automated phone equipment. The law requires telemarketers to obtain prior express consent from consumers before contacting them via telephone.
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TCR
The Campaign Registry is the information hub that allows to register 10DLC messaging campaigns. Their mission is to provide a simplified, fair, and unbiased service by working with carriers, messaging companies, and industry partners to establish common standards for A2P 10DLC messaging.
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Telecom Arbitrage
Telecom Arbitrage, also known as Tromboning, is a fraudulent strategy used by malicious telecommunications companies. These telecom companies utilize and provide long-distance access numbers that route calls through a third country as a middleman in order to falsely present themselves as offering lower settlement rates to attract customers. What these customers do not realize is that this strategy earns the telecom company higher interconnect fees while also putting the customer at risk for fraud and unwanted robocalling.
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Telephony
A term used to describe the science and study of transmitting voice over a telecommunications network through a PSTN or PBX.
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Temporary Forward
A temporary forward is an answering rule set on a User or Inbound Routing User that forwards calls to an external phone number (e.g., cellphone, answering service, alternate site, etc.) when activated.
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Tiered Round-Robin
Similar to a Round-Robin queue, a Tiered Round-Robin queue evenly distributes incoming calls by placing the call into tiered groups that ring in a certain order.
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Time frame
In the Cloud PBX system, a configuration that is applied to a specific period of time, such as a holiday. A time frame does not go into effect until you apply it to an answering rule or auto attendant greeting. When the time frames are applied, the first matching time frame becomes active.
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Traffic Pumping
A fraudulent strategy where fraudsters utilize and advertise automated phone-answering services to generate traffic in expensive areas of the country to complete calls. Callers are met with dead air, barking dogs, or ‘press 1 to continue’ loops to extend the length of the call to maximize the amount of money they can charge for these calls. Occasionally, a malicious service provider can be involved to overcharge reputable carriers for these fraudulent calls.
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Trunk
A communications channel between two points.
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UI
A UI (User Interface) is a tool/product utilized by Users to allow them to interact with a device, website, or application on a device.
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URL
A URL (Uniform Resource Locator) is the address of a specific site on the Internet. A URL cannot have spaces or certain other characters while using forward slashes to denote different directories. For example, http://web.mit.edu/.
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USB
Universal Serial Bus (USB) is a standard type of port and cable with a unique connector that is very commonly used by devices to connect to peripheral devices.
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Voicemail
A feature that allows callers to deliver voice information using an ordinary telephone and allows the system to process those transactions.
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Voicemail Reminder
A persistent notification that alerts users by email, phone, and SMS when there is a new voicemail message.
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WAN
WAN stands for Wide Area Network. A WAN is a large network of information provided by a WAN provider, such as an Internet Service Provider (ISP). WANs facilitate and support communication and the sharing of information between devices from different locations around the world.
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Wi-Fi
A popular wireless networking technology that uses radio waves to provide wireless high-speed Internet and network connections.