Jargon Buster
A-Z
Understand CRM industry words easier, with CloudCall’s Glossary
We know that researching CRM integrations and telephony can be confusing. There’s endless technical terms and you can find yourself wondering ‘What is CTI?’, ‘What does CRM stand for?’ or ‘What is SIP forking?’.
We’ve compiled a list of key terms, phrases and descriptions to guide you on your journey through the CRM integration multiverse, to make things more simple for you.
Choosing to integrate a telephone system with your CRM is an amazing opportunity to combine two essential parts of your business and reap the benefits.
We hope that this jargon buster helps you in your search for an integration that works for you, and provides the support that your business deserves. Let’s get started!
A
3 ARTICLES
Application Programming Interface (API) is a series of steps used by a very clever computer program to request services from your computers operating system or software.
Learn more about Application Programming Interface (API) >>>
Asynchronous Digital Subscriber Line (ADSL) allows a standard copper phone line to be used like a broadband line for sending large amounts of data, faster. Great for voice and video.
Learn more about Asynchronous Digital Subscriber Line (ADSL) >>>
Automatic Call Distribution (ACD) is a helpful feature that routes calls to the best representative, based on their availability and expertise. No more transferring customers around different departments – no one likes that, especially your customers.
Learn more about Automatic Call Distribution (ACD) >>>
B
1 ARTICLES
Boost read and response rates with broadcast SMS messages. A cost saving method of sending bulk texts to multiple CRM contacts.
Learn more about broadcast messages >>>
C
10 ARTICLES
Streamline call activities from your CRM with built-in call controls to hold, mute, transfer, conference or pause a call recording.
Learn more about call controls >>>
Never miss a call again. Direct calls to other devices, groups or even automated messages.
Learn more about call forwarding >>>
Capture all essential call info, including call categories in notes and each CRM contact’s History.
Learn more about call notes >>>
Record, store and playback call recordings from CRM contact records or the CloudCall Portal.
Learn more about call recording >>>
Caller Line Identification (CLI) does what it says on the tin – enables the inbound phone number to be identified before answering.
Learn more about Caller Line Identification (CLI) >>>
Create groups of teams who specialize in specific areas, directing calls to individual groups for a better customer experience. Learn more about calling groups >>>
Click on any number in your CRM, or on the web and let us do the rest. Click to Call saves you time and helps you be more productive…and it gives your fingers a rest.
Learn more about Click to Call >>>
Computer Telephony Integration (CTI) enables interactions on a telephone and a computer to be integrated or co-ordinated. In a nutshell, it’s what we do and it’s everything you ever wanted.
Learn more about Computer Telephony Integration (CTI) >>>
Connect to ten people in a CloudCall conference room and feel like you’re in the office, plus all calls are recorded and stored in the CloudCall Portal.
Learn more about conference calls >>>
Customer Relationship Management System (CRM System) is a database where you store info about interactions with customers. Here at CloudCall we capture and store all your conversations with customers directly into your CRM system.
Learn more about Customer Relationship Management System (CRM System) >>>
D
3 ARTICLES
Level up your analytics. Create custom built activity dashboards by team or department. These can include details on the number of calls, call durations and wait times.
Learn more about dashboards >>>
Direct Inward Dialing (DID) also known as Direct Dial-In (DDI) is an individual phone number for each person or department within a business. Less time in a queue = happy customer.
Learn more about Direct Inward Dialling (DID) >>>
Dialer is a device or piece of software for calling telephone numbers automatically. There are three types of dialers, let’s break it down:
- Predictive dialer: make high call volumes by using clever little algorithms to minimize down time between calls by predicting the length of each call. The dialer will then begin to dial the next number as the end of the call nears.
- Preview dialer: allows callers to view information about the contact and decide when to place the call. When the call is finished, agents will get a preview about the next caller in the queue.
- Power/Progressive dialer: automatically dials from prepared contact lists. This dialer only places calls from available agents.
E
1 ARTICLES
Ether-what?! Basically, a single cable that allows multiple computers to communicate with other attached devices. Old school, but effective.
Learn more about ethernet >>>
F
2 ARTICLES
Follow up tasks are a basic tool in many customer relationship management (CRM) systems that allow you to set a reminder for an activity such as emails and call.
Learn more about follow up tasks >>>
Fluid work options is another way of saying ‘remote work’. You can work anywhere with CloudCall’s intelligent phone system that allows you to use any registered device to make and receive calls. We’ve got your back, wherever you are.
Learn more about fluid work options >>>
G
2 ARTICLES
A gateway is a piece of hardware that allows data to flow from one network to another.
Learn more about gateway >>>
Gigabits/Gigabytes per second (Gbps) is a measure of how many Gigabits of data can pass through a system in one second. FYI 1 Gbps = 125 Megabytes per second (Mbps); not that you’ll need to know that.
Learn more about Gigabits/Gigabytes per second (Gbps) >>>
H
2 ARTICLES
Hosted PBX/VoIP… Let’s break this down… Hosting is where an outside provider ‘hosts’ or takes care of and runs your phone network. A hosted PBX (private branch exchange) is a cloud-based phone system that works in unison with VoIP (Voice over Internet Protocol) as a way to make calls.
Learn more about Hosted PBX/VoIP >>>
When a caller rings a company phone number, the Hunt group will route the call to multiple phones that can be picked up by anyone in the group. Great if you don’t want to give out direct dials.
Learn more about hunt group >>>
I
7 ARTICLES
In call consent allows you to use call recordings to record verbal agreements. Designed to help with compliance processes and keeping the Legal Department happy.
Learn more about in call consent >>>
Send direct instant messages internally, either one-to-one or to a group.
Learn more about Instant Messaging (IM) >>>
Use clips to extract relevant parts of all instant message conversations and sync these interactions against the contact’s CRM record. No more having to scroll back through weeks of IMs to find that bit of info you really need.
Learn more about IM clips >>>
IM spaces increase collaboration, providing a place for employees who communicate regularly around key topics and areas to share info. After all, connected teams are efficient teams.
Learn more about IM spaces >>>
Interactive Voice Response (IVR)/ Auto Attendant is an automated system that interacts with callers, gathers information and routes calls to the appropriate team member.
Learn more about Interactive Voice Response (IVR)/Auto Attendant >>>
It resembles your everyday desk phone but use the internet to make calls. IP phones greatly reduce costs as you don’t need to pay for a physical phone line. Cha ching!
Learn more about Internet Protocol (IP) desk phone >>>
Internet Protocol Telephony (IP Telephony) is simply a way of making calls over the Internet. It’s a big part of what we do and we’re very good at it.
Learn more about Internet Protocol Telephony (IP Telephony) >>>
J
1 ARTICLES
Not to be confused with ‘jitters’, occurs when packets of information (small amounts of voice data) are dropped, or sent out of order, leading to a mixed-up conversation.
Learn more about Jitter >>>
K
1 ARTICLES
KiloBits/Kilobytes per second (Kbps) are mostly used to measure bandwidth. Fun fact: One kilobit is 1000 bits, the smallest possible unit of data.
Learn more about KiloBites/Kilobytes per second (Kbps) >>>
L
4 ARTICLES
Latency simply refers to the time delay of data sent from a sender to the receiver.
Learn more about latency >>>
Local Area Network (LAN) is a group of computers or devices that connect over a network in the same location, normally the office or home sweet home.
Learn more about Local Area Network (LAN) >>>
When was the last time you picked up a call from an unknown area? A local presence feature displays a phone number that is ‘local’ to the area that you are calling to increase pick-up rates.
Learn more about local presence >>>
Capture all essential call information including call categories and notes providing a full view of all your important conversations. A clever little feature that improves productivity and helps with customer service satisfaction.
Learn more about logs >>>
M
1 ARTICLES
Multi-protocol Label Switching (MPLS) is a data routing technology that speeds up and controls the flow of network traffic (basically your VoIP calls), improving the user experience.
Learn more about Multi-protocol Label Switching (MPLS)>>>
N
3 ARTICLES
An NSP delivers services like internet access and bandwidth. These are the guys that form a bridge between the web and your internet supplier.
Learn more about Service Provider (NSP)>>>
Essentially, virtual numbers with no area code, i.e., not linked to any specific location. These are alternatives to usual ‘landline’ numbers that are assigned regionally. They can even be routed internationally.
Learn more about Non-Geographical Number >>>
Number porting/portability is simply the process of taking your existing number and transferring it to a different provider. These can be mobile or ‘landline’ numbers.
Learn more about Number Porting/Portability >>>
O
2 ARTICLES
Off platform refers to any phone or device which doesn’t run through CloudCall’s system i.e., another phone system or mobile phone. This can also relate to phone numbers.
Learn more about off platform >>>
This refers to any phone or device which runs on CloudCall’s platform. This can also relate to phone numbers that are owned/held on the telephony providers phone system.
Learn more about on platform>>>
P
3 ARTICLES
Packet switching is basically data that is broken down into tiny pieces called packets. These packets are sent across a network and put back together again at the other end.
Learn more about packet switching >>>
Upload a prepared contact list to the dialer and boost call activities by automatically dialing through the list.
Learn more about power dialer >>>
Private Branch Exchange (PBX) is a private business phone system that manages internal and external calls. These can be analogue, digital or cloud based. Step it up with an integrated comms package and you’ll be good to go!
Learn more about Private Branch Exchange (PBX) >>>
Q
2 ARTICLES
Quality of Service (QoS) is the idea that transmission rates, error rates, and other characteristics can be measured, improved and to some extent, guaranteed in advance. The great news? We include QoS checks for all our new customers.
Learn more about quality of service >>>
No one likes waiting in queues. Queue callback allows callers in those pesky backlogs to choose between requesting a call back or leaving a voicemail. This improves average wait times and your customer’s mood.
Learn more about queue callback >>>
R
2 ARTICLES
View detailed intelligence into your team’s call activities. Simply build and create your own activity dashboards that provide advanced analytics in real time.
Learn more about real time dashboards >>>
Schedule reports to be delivered to management teams at set dates and times. Saves you a job.
Learn more about reporting automations >>>
S
5 ARTICLES
Remove the guesswork with screen pops. Receive inbound call notifications that link to the caller’s record, helping you to easily identify callers.
Learn more about screen pops >>>
Session Initiation Protocol (SIP), or SIP forking helps connect and disconnect voice calls, video and instant messages made over the internet.
Learn more about Session Initiation Protocol (SIP) Forking >>>
Full, searchable SMS conversations are logged and recorded against the relevant customer record within your CRM system. Never lose an important message again.
Learn more about SMS History >>>
Working from home and don’t have access to your desk phone? A softphone (software phone) is an application program that enables voice calls from devices connected to the internet.
Learn more about softphone >>>
CloudCall lets you access a single view of your teams’ calling activities and helps management teams monitor and interact with live calls.
Learn more about supervisor panel >>>
T
2 ARTICLES
Simply put, a terminal = a handset. A VoIP terminal consists of a speaker, microphone, keyboard, and a system integration.
Learn more about terminals >>>
Basically, an internet phone line! SIP Trunking can also send video and messages over these digital lines, so no need for separate software for each, saving you some serious $$$ over time.
Learn more about trunks/trunking >>>
U
1 ARTICLES
Unified Communication (UC) is a way to capture calls and chats, allowing you to communicate and collaborate with colleagues, while capturing all your important conversations. Plus, it helps efficiency and saves money.
Learn more about unified communications >>>
V
4 ARTICLES
Not as daunting as it sounds – A VLAN is a tailored network made from current Local Area Networks. It allows groups of devices (wired and wireless) from various networks to be linked into one network.
Learn more about Virtual Local Area Network (VLAN) >>>
Virtual Private Networks (VPN) provides you with an additional layer of protection while using a public internet connection. They work by cloaking your IP address, so you’re basically untraceable.
Learn more about Virtual Private Networks (VPN) >>>
Leave pre-recorded voicemail messages with a click of a button. With CloudCall you can record and store up to five voice messages for a more personal touch.
Learn more about voicemail drop >>>
Voice over Internet Protocol (VoIP) allows you to make and manage your voice calls over the internet. One of the major advantages of VoIP is that platforms like CloudCall can integrate your calls and data directly into your CRM system.
Learn more about Voice over Internet Protocol (VoIP) >>>
W
2 ARTICLES
A WAN is simply a telecoms network that’s main function is computer networking. The ‘Wide Area’ bit means that it covers a large geographical area.
Learn more about Wide Area Network (WAN) >>>
Wireless Local Area Network (WLAN ) is basically a wireless network that links devices using Wi-Fi to create a Local Area Network. These are usually in buildings like offices and schools.
Learn more about Wireless Local Area Network (WLAN) >>>
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