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Warm, also known as anattended transfer, occurs when there’s a bit of conversation withpertinent information to introduce the call before it is actuallytransferred.Conference BridgeA conference bridge creates a virtual meeting room for yourbusiness, allowing staff members and external parties to call infrom wherever they are working. Cold,also known as a blind transfer, occurs when a call is transferredto another person with no introduction. There are two types of call transfers: cold and warm. Based in the cloud, it allows for real-time communication and integrated communications tools without requiring any heavy lifting by developers.Call TransferA call transfer occurs when one person sends a call to anotherline.
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The call gets “parked” (read: put on hold) in thecloud, and anyone from your organization can take it from a device on your network.Communications Platform as a Service (CPaaS)CPaaS is similar to software as a service (SaaS) but is specific tocommunications. GlossaryVoIP Glossar圜all ParkingCall parking is like transferring a call to a colleague but withoutrisking the possibility that the call is unanswered or sent to avoicemail box. CDRs are handy for billing and call reporting,as well as for identifying calling trends. It tracks call length, type of call, date and time,parties involved, etc.
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It helps youkeep track of which coworkers are free in real-time.Call Detail Records (CDR)CDRs log the metadata on how a number or user is utilizing thephone system.
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Also known as a“virtual receptionist.”Busy Lamp Field (BLF)A PBX feature that indicates which lines are busy or available andcan even show when a teammate’s phone is ringing.
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APIs are what allow various appsto communicate and share data with each other, even if writtenin different languages-it’s the bit of software that sends and receives requests.Auto Attendants and Attendant MenusAn auto attendant is simply the automated menu you hear whencalling a company: “Press 1 for Sales press 2 for Support.” It moreefficiently funnels calls for employees and gives callers the exactdirection they need, cutting down on frustration. Business VoIPis much more complex and comprises numerous extra featuresthat companies rely on to communicate efficiently.APIs (Application Programming Interface)Sets of specifications, communication protocols, and tools thathelp developers build programs.
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While VoIP as a proper phone system is primarily a business tool, platforms like FaceTime and Google Voice that use theInternet for free voice and video calls are designed for personal use, so fall into the consumer VoIP category. Consumer VoIPEven if you don’t know it, you’re probably familiar with consumerVoIP. Another use may be to play a status message to callersbefore forwarding them on to your support group, potentially alleviating your representatives from answering repetitive questionsabout a known issue currently affecting your business.Business VoIP vs. They may be usedfor such purposes as playing the hours of operation of your business and then forwarding the caller back to the main attendantmenu. Customize business hourrules to meet your company’s needs.AnnouncementsAnnouncements play a message to the caller and then immediately forward them on to another destination. If someone calls duringoff hours, you can set up an announcement listing your hours oralternate methods of communication. If you’re open 9 to 5 on weekdays, thecall will go to your main attendant menu. This is a great tool for keepingcallers on the line instead of them constantly getting a busy signal or hanging up because no one answered.Business Hour Rules (BHR)BHRs allow you to automatically direct calls based on your business’s operating hours.
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Employees log in to the queue to receive calls and log out when they areunavailable or done for the day. GlossaryVoIP GlossaryAutomatic Call Distribution (ACD) QueuesACD queues allow employees to take one call at a time while newcallers wait in line (in a “queue”) for an available person. Review this glossary when you needto learn about-or brush up on-a particular VoIP calling feature.
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VoIP GlossaryVoIP phone systems are full of acronyms! To help you understand theterms that go along with setting up a VoIP service, we’ve compiled a comprehensive list in alphabetical order.
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