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.
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