The telecom reference
Telecom, clearly defined.
Understand the language behind business calling, from network protocols to agent workflows, with concise definitions and connected concepts.
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26 definitions / A–Z
A
AMD (answering machine detection)
Answering machine detection, often shortened to AMD, is a technique for estimating whether an answered call reached a person or an automated answering service.
ASR (answer-seizure ratio)
Answer-seizure ratio, abbreviated ASR in telecom traffic reporting, compares answered calls with total call attempts, or seizures, over a defined period.
C
Call barge
Call barge is the ability for an authorised supervisor or colleague to join an ongoing telephone conversation as an audible participant.
Call scoring
Call scoring is the evaluation of a telephone conversation against a defined set of criteria.
Call transcription
Call transcription converts speech from a telephone conversation into written text.
Call whisper
Call whisper is a supervision feature that lets an authorised person speak privately to an agent during a live call.
Caller ID
Caller ID is the information presented with a telephone call to identify its apparent origin.
Click-to-call
Click-to-call is an interaction that starts a telephone calling workflow when a user selects a button, link or telephone number in an application.
D
E
Edge node
An edge node is a network service point positioned near users, connected networks or a geographic region where traffic enters a service.
F
FTD (first-time deposit)
First-time deposit, often abbreviated FTD, is a business event describing a customer's first qualifying deposit into an account or service.
H
HLR lookup
An HLR lookup is a query associated with the Home Location Register, a database used in mobile networks to maintain subscriber information.
L
Local presence
Local presence in telephony is the use of a telephone number associated with a particular geographic area or national numbering plan.
N
Number porting
Number porting is the process of transferring a telephone number between service providers while retaining the number itself.
Number reputation
Number reputation describes how a telephone number is assessed by carriers, call analytics services, applications and recipients.
P
Power dialer
A power dialer automates the process of working through an outbound calling list.
Press-1 campaign
A press-1 campaign is an automated telephone workflow that asks a recipient to press a keypad digit to express a choice.
Progressive dialer
A progressive dialer is an outbound calling mode that starts the next call when an agent is available to handle it.
S
Silent monitoring
Silent monitoring is the practice of allowing an authorised observer to listen to a live call without joining as an audible speaker.
SIP over TLS
SIP over TLS is the use of Transport Layer Security to protect Session Initiation Protocol signalling on a network connection.
SIP trunk
A SIP trunk connects a telephone system to a service provider using the Session Initiation Protocol.
Spam likely label
A spam likely label is a warning displayed by a carrier, device or calling application when its analytics classify an incoming number or call as potentially unwanted.
SRTP
SRTP stands for Secure Real-time Transport Protocol.
T
Two-way calling
Two-way calling means that a telephone service supports both outbound calls and inbound calls.
W
Webhook
A webhook is an HTTP request sent by one system to notify another system that an event has occurred.
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