OneCloud Glossary

OneCloud Glossary

  • OneCloud Glossary 

  • Analog Phone

  • Traditional phone line installed by the phone company. Commonly referred to as a landline.
  • Answering Rule
  • A set of conditions and an action when a call is received. e.g. Call screening, call forward, simultaneous ring, and more.
  • AOR

  • Address of record for SIP to SIP communication. SIP or SIPS URI that points to a domain and identifies the user. Commonly referred to as the user's public address. e.g. sip:user@domain
  • API

  • Application Programming Interface. Requests and responses (communication) between applications.
  • Audit Log

  • Audit logs capture and document how a user is interacting with the system. The data in the audit log is retained indefinitely unless manually cleaned.
  • Auto Attendant

  • Automated operator that guides callers to their final destinations. For example: "Press 5 for more options".
  • Call Park

  • Places a call into a shared hold when in a call queue. Any agent assigned to the queue can pick-up the call.
  • Call Queue

  • Configurable waiting line for callers. Commonly used for support and sales groups.
  • Call Trace

  • A graphical representation of a SIP ladder graph. Provides detailed information on how a call is routed.
  • CDR

  • Call detail record. A data record that contains information related to a telephone call, such as the origination and destination addresses of the call, the time the call started and ended, and more. Commonly used for troubleshooting.
  • CDR2

  • Call Data Record 2: The second generation of individual call data with more robust reporting and trackability. Used mainly for troubleshooting.
  • CNAM

  • A telephone service that transmits a caller's number to the called party's telephone equipment during the ringing signal, or when the call is being set up but before the call is answered.
  • Core Services

  • Critical to operations. Core Module, Conferencing Module, and Routing Module.
  • Department

  • Smallest group division. No independent management unlike sites and domains. Includes group pick-up, shared dial translations, contact lists, and filterable CDRs.
  • DHCP

  • Dynamic Host Configuration Protocol. A protocol for assigning dynamic IP addresses to devices on a network.
  • Dial Permission

  • A set of rules that permit or deny a call based on its destination.
  • Dial Plan

  • This is the technical (database field name) for dial translations
  • Dial Translation

  • Configure a wide variety of functions from storing phone numbers, to changing Caller ID, to playing greetings in an Auto Attendant, and more. Consists of one or more rules, commonly referred to as Dial Rules.
  • DID

  • Direct Inward Dialing. Allows some direct phone numbers to be configured to bypass the normal operators or auto attendants on a business line.
  • DNS

  • Domain Name System. Interprets domain names into IP addresses in order to load web pages. DNS server contains public IP addresses.
  • E911

  • Enhanced 911. A device-specific location provided to 911 dispatchers for emergency services. e.g. coordinates, exact office location.
  • Endpoint

  • This is a device that allows the processing of voice communications over the internet using “VoIP” technology. ... IP phones can be hardware devices, software solutions, or even conventional telephones converted into an IP phone using an “ATA” adapter
  • FQDN

  • Fully qualified domain name. Full URL that includes the subdomains (www or documentation), the domain name (onecloud), and the TLD / top-level domain (.com). e.g. The FQDN is "support.onecloud.com.". The trailing period is included.
  • FTP

  • File Transfer Protocol. Standard communication protocol between the server and the client.
  • HID Protocol

  • Human Interface Device protocol. Standard for bi-directional communication. Devices could include mice, keyboards, webcams, headsets, game controllers, and more
  • Jitter

  • Indicates a momentary fluctuation in the transmission signal. This happens in computing when a data packet arrives either ahead or behind the expected time. Too much jitter can have a negative effect on phone quality.
  • LEA

  • Legal Intercept User. Required access for law enforcement agencies.
  • Linear Cascade

  • A call queue. Agents are grouped into tiers and only one tier at a time is rung.
  • Linear Hunt

  • A call queue. Rings agents in a pre-defined order.
  • MAC Address

  • Media Access Control address. A unique identifier assigned to network interfaces for communications on the physical network.
  • MoH

  • Music on Hold. The audio used by the system for callers on hold.
  • MOS Score

  • Mean Opinion Score. Assigned to a call by the QoS Module based on the assumed user experience of call quality. The score ranges from 1 (worst) to 5 (best). Most providers aim to achieve scores of 4 or higher.
  • NAT

  • Network Address Translation: A technology that allows several private IPs to work behind a single public IP address.
  • SIP Flow

  • Server that generates call traces for diagnostic purposes.
  • Off-Net

  • A call or message is considered off-net when it connects to the PSTN network, meaning it is routed to the PSTN, rather than staying within the OneCloud system.
  • On-Net

  • A call or message is considered on-net when the communication stays internal (e.g. within network). In OneCloud terms, this means communication stays within the OneCloud system.
  • PBX

  • Private Branch Exchange. A private telephone network used by a company or organization.
  • PCAP

  • Packet Capture. This captures network traffic for debugging purposes.
  • Portal

  • Manager Portal. Customer UI interface. Part of the Portal Module.
  • PSTN

  • Public Switched Telephone Network. Traditional phone network for use with landlines and cell phones.
  • QoS

  • Quality of Service. A measure of the overall health of the call.
  • Ring All

  • A call queue. Rings all agents simultaneously.
  • Ring Group

  • Extensions in a group that ring simultaneously.
  • Round Robin

  • A call queue. Rings the agent with the longest idle time.
  • SAS

  • Class 4 Switching. Legacy name for the Routing Module
  • Sentiment Analysis

  • Interprets call recording transcriptions into qualitative terms (the text was neutral, positive, or negative) and then quantifies it (2 neutral segments, 3 positive, 1 negative).
  • SFTP

  • SSH File Transfer Protocol. Secure file transfer between the server and the client.
  • Short Code

  • Dial codes. e.g. Dial *4357 for support.
  • SIP

  • Session Initiation Protocol. Signaling protocol in telephony that establishes, modifies, and terminates a call or message. Data is transmitted via Transmission Control Protocol (TCP) or the User Datagram Protocol (UDP). The Session Description Protocol (SDP) controls which protocol to use.
  • SiPbx

  • SIP server that manages SIP calls.
  • SIPS URI

  • Refer to SIP URI. SIPS means the resource needs to be contacted securely using TLS.
  • SIP Trunk

  • Session Initiation Protocol. VoIP service. Virtual phone lines over the internet.
  • Site

  • Independent management of users, devices, location, MOH, and filterable CDRs.
  • SpeakAccount

  • Call History value. Indicates the caller released the call during a voice prompt.
  • Speech-to-Text

  • The ability of callers to speak selections in automated phone functions, such as an auto attendant.
  • Speech Words

  • Short, stock automated messages that come as a default with the system. Important in localization.
  • Star Code

  • Enable and disable IP features using an asterisk system. e.g. Set a forward destination by dialing *72.
  • TCP

  • Transmission Protocol Server. Host to host communication. Sends packets across networks. Uses controls to protect data delivery.
  • Telephony

  • Broad term used to describe communications technology (voice recording, text messages, voicemails, etc.). Transmission of voice and data.
  • Text-to-Speech

  • Feature that allows text typed into the Manager Portal into audible speech for callers to hear. Useful for automated voicemail messages, etc.
  • Time Frames

  • Configure specific hours of certain days or a span of days when features such as answering rules, call queues, or auto attendants will be active.
  • Toll Fraud

  • Illegal, unauthorized use of phone lines and services. Usually an attempt to spam users or rack up charges.
  • UDP

  • User Datagram Protocol. Process to process communication. Speeds up the transfer of data communicating between applications. Processes a high volume of connections with minimal delay (low-latency).
  • Vmailnag

  • Term found in the "Target Object" Audit Log column. This indicates that the voicemail reminder feature (aka persistent notification) was used.
  • VoIP

  • Voice over Internet Protocol. Technology that allows voice calls over an Internet connection instead of an analog phone line.
    • Related Articles

    • Analytics Wallboard Guide | OneCloud Support Portal

      Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
    • Start a Meeting Room in OneCloud Connect | OneCloud Support Portal

      How to start a meeting room on OneCloud Connect (free version) 1. Go to OneCloud Connect. 2. Click Start a new Meeting. 3. The meeting will start with the Lobby feature enabled. The Lobby feature requires users to ‘knock’ on the ‘door’ of the ...
    • OneCloud Connect v2.0.1 Release Notes | OneCloud Support Portal

      New Features OneCloud Connect PWA Google Calendar Integration Bug Fixes Some participants joining meeting with moderator privileges Fixes to add and edit of personal meeting IDs Fixes to Microsoft 365 calendar syncing Copy link had incorrect meeting ...
    • OneCloud Connect v2 Release Notes | OneCloud Support Portal

      New Features Camera and Mic checks before joining a meeting Test Mic play playback Auto-knock new guests Allow customization of in meeting UI Random meeting room ID Show past meeting participants OneCloud status updates Dark Mode and Light Mode ...
    • Chats vs. Channels in OneCloud Connect | OneCloud Support Portal

      In OneCloud Connect, effective communication is key to productivity and collaboration. Two primary ways to communicate within the platform are through Chats and Channels. This article will help you understand the differences between these two ...