ACD | An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions
Applet Small modules of code that can be assembled together to create a feature rich call plan |
| CLID | Calling Line Identifier - i.e. The telephone number of the caller
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| ContactWorld | Hosted Call Centre platform provided by NewVoiceMedia
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| CRM | Customer Relationship Management. Typically a database containing caller information that uses the CLID as an index. |
CSV | The comma-separated values (or CSV; also known as a comma-separated list or comma-separated variables) file format is a file type that stores tabular data. |
CTI | CTI ( computer-telephony integration), or sometimes simply "computer telephony," is the use of computers to manage telephone calls. Usually, integration with a CRM database is implied with this expression.
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DTMF | Dual Tone Multi-frequency - is the signal to the phone company that you generate when you press an ordinary telephone's touch keys |
| FTP | File Transfer Protocol - used for transferring files. |
Hosted Telephony Hosted Contact Centre | Hosting...is an innovative business model where the telephony service is provided over the web -customers do not own (or pay) for any hardware or software but rather just for using it. Sometimes known a Software-as-a-Service (SaaS) in a similar way to salesforce.com, in NewVoiceMedia's case it is more appropriate to use the expression 'Telephony-as-a-Service' as the end user is not using software as such, but pre-integrated modules that fulfil applications ranging from simple IVRs to full blown contact centres. Hosted Telephony: providing a range of telephony services using a hosted business model Hosted Contact Centre: providing a call centre functionality using a hosted business model |
| ICT | Individual Caller Treatment |
| ISDN | Integrated Services Digital Network |
| IVR
| Interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call.
NGN Non-geographic number
NVM NewVoiceMedia |
PABX
| Private Automated Branch Exchange |
| PBX | Private Branch Exchange
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| PSTN | PSTN (public switched telephone network) is the world's collection of interconnected voice-oriented public telephone networks, both commercial and government-owned. It's also referred to as the Plain Old Telephone Service (POTS). |
| RTB | Time based Router |
| SIP | The Session Initiation Protocol (SIP) is an application-layer control (signalling) protocol for creating, modifying, and terminating sessions with one or more participants. It can be used to create two-party, multiparty, or multicast sessions that include Internet telephone calls, multimedia distribution, and multimedia conferences. Sometimes used synonymously with "VoIP". |
| SMS | The Short Message Service (SMS), often called text messaging.
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| SOAP | SOAP is a protocol for exchanging XML-based messages over computer networks, normally using HTTP/HTTPS. SOAP forms the foundation layer of the Web services stack, providing a basic messaging framework upon which abstract layers can be built. |
| VCC | Virtual Call Centre. A call or contact centre that has agents distributed in multiple physical locations. Sometimes the expression is used to describe network-based contact centre technology such as NewVoiceMedia (we prefer to use the term Hosted Contact Centre). |
| VoiceXML | VoiceXML (VXML) is the W3C's standard XML format for specifying interactive voice dialogues between a human and a computer. It allows voice applications to be developed and deployed in an analogous way to HTML for visual applications. Just as HTML documents are interpreted by a visual web browser, VoiceXML documents are interpreted by a voice browser. |
| VoIP | Voice over Internet Protocol (VoIP) is a protocol optimized for the transmission of voice through the Internet or other packet switched networks. VoIP is often used abstractly to refer to the actual transmission of voice (rather than the protocol implementing it). VoIP is also known as IP Telephony, Internet telephony... "VoIP" is pronounced voyp. Companies providing VoIP service are commonly referred to as providers, and protocols which are used to carry voice signals over the IP network are commonly referred to as Voice over IP or VoIP protocols. |
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| WSDL | WSDL is an XML format for describing network services as a set of endpoints operating on messages containing either document-oriented or procedure-oriented information. The operations and messages are described abstractly, and then bound to a concrete network protocol and message format to define an endpoint. WSDL is extensible to allow description of endpoints and their messages regardless of what message formats or network protocols are used to communicate. |