Glossary

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VoIP, Connectivity and Cloud Glossary

A

ACD - Automatic Call Distributor

Telephone facility that manages incoming calls and handles them based on the number called and then distributing them accordingly, as well as providing periodic announcements, which tell the caller their current position in relation to other callers.

ADSL - Asynchronous Digital Subscriber Line

Allows data transmission along standard telephone wires. ADSL has a higher data download speed than it has upload, ranging from 256k/s to 24mb/s.

Advanced Call Routing

Call routing options that allow incoming calls to be sent to voicemail or diverted based on whether you are offline, busy or don't answer as well as being dependent on time of day or day of week.

B

Bandwidth

Internet bandwidth is the transmission speed or throughput of your connection to the Internet. It is usually measured in Mbp/s (millions of bits per second or megabits per second). For recommended bandwidth click here.

C

Call Barging

Take over a call seamlessly when required from other users on the system.

Call Management

The process of determining the method in which telephone calls are handled and distributed.

Call Monitoring

Allows you to monitor calls in real time, and is useful as a training tool.

Call Recording

Keep records of conversations for later playback and analysis.

Call Whispering

Coach staff on a call without the caller hearing.

Caller ID Screen Pop Up

See who is calling you on your screen.

CLI - Calling Line Identity

A telephone service that transmits a caller's number to the called party's telephone. Where available, CLI can also provide a name associated with the calling telephone number.

Click-to-dial

One-click operation gives customers the quickest solution in making calls. Customers can Click-to-dial from numbers in emails, Microsoft Office applications, web pages or any electronic data form.

Conferencing

Make virtual conference calls, using a pin supplied by us to gain access to your 'Conference room', for in excess of 3 people. This is as standard with VoIPOffice, unlike other service providers.

CRM - Customer Relationship Management

A business philosophy that involves anticipating, understanding and responding to customer needs whilst maximising profits.

D

Data linking (Web & CRM)

Integrate existing Outlook contacts into VoIPOffice CTI Professional.

DDI - Direct Dial Inbound

A service whereby a call made to a DDI number can be routed directly to an internal extension without intervention by a switchboard operator.

DECT - Digital Enhanced Cordless Telecommunications

A standard that allows cordless portable phones to connect to one or more base stations, either domestically or in a corporate environment.

Disaster Recovery

Processes that are in place and implemented to allow the continued use of the service should a system go down. The type of system will be dependent on the VoIPOffice service.

Dynamic Line Allocation

Increase or decrease the number of lines on your system, quickly and easily.

E

Email2Fax

Send faxes directly to a fax machine via your email.

Email2SMS

Send SMS messages via your email.

F

Fax2Email

Receiving faxes without a fax machine via email. A fax is sent from a fax machine to a 'virtual' fax number which is routed to a specified email address, which then receives the fax as an email attachment.

G

Gateway

A VoIP gateway is a network device that converts voice and fax calls, in real time, between the public switched telephone network (PSTN) and an IP network.

H

Hosted Service

A telephony service where the functions normally fulfilled by a PBX on the customer's premises are provided by a system housed remotely owned and managed by a service provider.

Hosted Telephony package

Telappliant's business telephony solution that requires no onsite hardware.

I

Internet

The Internet is a global system of interconnected computer networks that use the standard Internet Protocol Suite (TCP/IP) to serve billions of users worldwide.

IP PBX - Internet Protocol Private Branch Exchange

A business telephone system designed to deliver voice over a data network and interoperate with the normal Public Switched Telephone Network (PSTN).

IP Telephony

A telephone system that operates over a data network using the Internet Protocol.

ISDN - Integrated Services Digital Network

The key feature of the ISDN is that it integrates speech and data on the same lines, adding features that were not available in the 'classic' telephone system.

IVR - Interactive Voice Response

A virtual receptionist to help your calls be answered as effectively as possible. Callers will be able to select from the menu the department they require.

L

Least Cost Routing

The process that provides customers with the cheapest telephone calls costs by routing via the best method.

Logging & Reporting

There are various levels of reporting available, allowing you to manage your call records.

M

MPLS - Multi Protocol Label Switching

A mechanism that allows different types of traffic along a data network. Along with other transmission mechanisms, it delivers packets of information between nodes on a network, sharing bandwidth with other network users and protocols.

MPLS QoS Guaranteed

Quality of Service, guaranteed call quality and ability to make/receive 5 concurrent calls.

Music 0n Hold

Callers are played music while they are on hold. Music may be changed if required, although license fees and restrictions may apply.

P

Pause/Unpause Call Recording

Option to switch call recording on/off, such as when dealing with sensitive information.

PBX - Private Branch eXchange

An in-house telephone switching system that interconnects telephone extensions to each other, as well as to the outside telephone network.

PoE - Power over Ethernet

Power over Ethernet technology is a system to transmit electrical power, along with data, to remote devices over standard twisted-pair cable in an Ethernet network. This technology is useful for powering IP telephones, wireless LAN access points and other appliances where it would be inconvenient, expensive or infeasible to have a separate power supply.

PSTN - Public Switched Telephone Network

The Public Switched Telephone Network is the telephone network generally available to the public and is the backbone for virtually all public landline communication.

Q

QoS - Quality of Service

Your voice requirements will be taken into account first, to ensure the best call quality possible.

R

RAID - Redundant Array of Independent Disks

A technology that employs the simultaneous use of two or more hard disk drives to achieve greater levels of performance, reliability, and/or larger data volume sizes.

Remote Access

Ability to log into system away from the office, via an Internet connection.

S

SDSL - Synchronous Digital Subscriber Line

Allows data transmission along standard telephone wires. SDSL allows the same transmission speed for both upload and download.

SIP - Session Initiation Protocol

Session Initiation Protocol, is an IP telephony signaling protocol. It is primarily used for voice over IP (VoIP) calls.

SIP Handsets

A SIP handset is a device that uses SIP as its method of transmitting and receiving voice traffic, such as an Aastra IP phone.

SIP Trunking

ISDN replacement service, that allows multiple lines over a single high speed Internet connection.

U

Unified messaging

The integration of different types of electronic messages (e.g. voice, fax, video, email) into a single mailbox or inbox, making it more convenient for the user to access.

V

Virtual PBX

A PBX not in your premises but on the Internet.

Vociemail2Email

Voicemail messages are sent directly to a specified email as a sound file attachment.

Voicemail

Voicemail systems provide a method of recording messages when you are on the phone, away from your desk. The VoIPOffice solution records messages centrally for collection anywhere.

VoIP - Voice over IP

Voice over Internet Protocol; making and receiving phone calls over your broadband internet.

VoIPOffice

Telappliant's Business telephony solution, tailored for all levels of Business.

VPN - Virtual Private Network

A process whereby software is used to create what appears as a private network running over a public network. VPNs are typically used to support an organisations internal private data communications to off-site locations such as branch offices and to home-based employees.

W

Wi-Fi

A wireless Ethernet technology, that allows people with portable devices to connect to the internet while out and about in Wi-Fi "hot spots".