VoIP Terminology

Quick glossary of VOIP terminology from A to Z.

Advanced Call Routing

Agent Attrition

API-Drive Call

Auto-Attendant

Automatic Call Distribution

Average Call Handling Time

Average Speed of Answer

Call Abandonment Rate

Call Analytics

Call Center Software

Call Forwarding

Call Monitoring

Call Parking

Call Queueing

Call Recording

Call Routing

Call Transcripts

Caller ID

Cloud Communication Platform

Cloud Contact Center Platforms

Cloud Hosted Phone Systems

Cloud PBX

Cloud Telephony

Data Network

Data Protocol

First Call Resolution

Frame Relay

G711

Gateway

Hosted Phone System

Interactive Voice Response (IVR)

International Calls

IP Address

Jitter

Latency

Local Area Network

Multichannel Call Center

Network Packet

Number Masking

On-Premise Phone System

Predictive Dialers

Private Branch Exchange

Public Switched Telephone Network

Queue Time

Skill-Based Routing

Softphone

Software-Based Dialer

Toll-Free Numbers

Unified Communication as a Service

Video Conferencing

Virtual Call Center

Virtual PBX

Virtual Phone Number

Virtual Phone System

Virtual Private Network

Voice over IP (VoIP)

Wrap-Up Time