Glossary
VoIP and messaging terms, explained
71 terms used in cloud telephony, contact centres and omnichannel messaging, in plain English.
This glossary defines the terms used in business telephony, contact centres and WhatsApp messaging, from PBX, SIP trunk, DID and IVR to the WhatsApp Business API and chatbots. Definitions are written for Malaysian business buyers. See CloudOffice for cloud PBX, SIP trunking, OMNI for WhatsApp, pricing and the FAQ.
A
- API OMNI messaging
- Application Programming Interface. A set of protocols and tools for building software applications that allow different systems to communicate with each other.
- ATA VoIP
- Analog Telephone Adapter. A device that allows analog telephones to connect to a digital VoIP network.
- Auto-attendant VoIP
- A feature of a VoIP system that answers incoming calls and provides a menu of options for the caller to choose from.
B
- Bandwidth VoIP
- The amount of data that can be transmitted over a network in a given amount of time, usually measured in kilobits per second (Kbps) or megabits per second (Mbps).
- Bandwidth shaping VoIP
- Traffic shaping. Buffering or delaying traffic so that it conforms to a configured rate profile, which can reduce congestion.
C
- Call detail record (CDR) VoIP
- A record that contains information about a VoIP call, including the calling and called parties, the time and date of the call, and its duration.
- Call forwarding VoIP
- A feature that allows calls to be redirected to another phone number, such as a mobile phone, if the primary phone is unavailable.
- Channel OMNI messaging
- A means of communication used to reach customers, such as email, SMS, social media, phone, or in-person interactions.
- Chatbot OMNI messaging
- A computer program designed to simulate conversation with human users, typically used for customer service or information acquisition.
- Codec VoIP
- A method of encoding and decoding voice data into digital signals for transmission over a network.
- Codec negotiation VoIP
- The process of selecting a codec that both endpoints support for voice communication.
- Conference calling VoIP
- A feature that allows multiple users to participate in a call simultaneously.
- CRM OMNI messaging
- Customer Relationship Management. A software system used to manage interactions with customers, including tracking customer data and communication history.
- Cross-channel OMNI messaging
- A communication strategy that allows customers to switch between channels during a single interaction, but may not provide a fully integrated and consistent experience across all channels.
- Customer journey OMNI messaging
- The complete set of interactions and touchpoints that a customer experiences when interacting with a company, from initial awareness to post-purchase support.
D
- DID VoIP
- Direct Inward Dialing. A service that allows individuals within an organization to have their own phone number, which can be dialed directly from an external phone.
- DNS VoIP
- Domain Name System. A system that translates domain names into IP addresses, allowing devices to locate and communicate with each other over the internet.
- DSCP VoIP
- Differentiated Services Code Point. A field in the IP header that is used to prioritize and differentiate types of traffic.
- DTMF VoIP
- Dual-Tone Multi-Frequency signalling, where each keypad digit or symbol is represented by two simultaneous audio frequencies. VoIP systems can carry these as audio or as telephone-event signals, for example to control call routing or voicemail access.
E
- E911 VoIP
- Enhanced 911. A service that automatically transmits a caller’s location information to emergency services when 911 is dialed.
- Echo VoIP
- A speaker’s transmitted voice returning to them through acoustic coupling or electrical reflections. Delay makes the returned sound more noticeable. Echo cancellation estimates and removes the returning signal.
- Echo cancellation VoIP
- A technique that estimates the returning copy of a speaker’s own voice (echo) and removes it from the audio. Delay makes echo more noticeable, so cancellation matters most on long or IP-based paths.
F
- Fax over IP (FoIP) VoIP
- The transmission of fax data over a VoIP network.
- Firewall VoIP
- A security system that controls access to a network by analyzing incoming and outgoing network traffic and allowing or blocking specific traffic based on a set of security rules.
H
- Hosted VoIP VoIP
- A type of VoIP service where the VoIP provider hosts the PBX system in their data center and provides the service to customers over the internet.
I
- International Termination VoIP
- The process of routing calls from one country to another, typically involving multiple carriers.
- IP phone VoIP
- A telephone that uses VoIP technology to make and receive calls over the internet.
J
- Jitter VoIP
- The variation in delay between voice packets arriving at their destination.
- Jitter buffer VoIP
- A buffer used to temporarily store and smooth out voice packets that arrive at irregular intervals to prevent voice quality degradation.
L
- Latency VoIP
- The time delay between the transmission of a voice packet and its arrival at the destination.
- Latency compensation VoIP
- A technique used to compensate for the delay (latency) caused by VoIP transmission to maintain real-time conversation.
M
- Multi-channel OMNI messaging
- A communication strategy that uses multiple channels to reach customers, but may not provide a seamless and integrated experience across all channels.
N
- NAT VoIP
- Network Address Translation. A method of remapping one IP address space into another by modifying network address information in the IP header of packets while they are in transit across a traffic routing device.
- NAT traversal VoIP
- A method of allowing VoIP traffic to traverse through NAT devices, which may change the source and destination IP addresses of VoIP packets.
O
- Omnichannel OMNI messaging
- A communication strategy that provides customers with a seamless and consistent experience across all channels and touchpoints, including email, SMS, social media, phone, and in-person interactions.
- On-premises VoIP VoIP
- A type of VoIP system where the PBX system is hosted on-site within an organization’s own network.
P
- Packet loss VoIP
- The loss of data packets during transmission, which can result in degraded voice quality.
- PBX VoIP
- Private Branch Exchange. A telephone system used within an organization that allows for internal communication and external communication through a Public Switched Telephone Network (PSTN).
- PBX system VoIP
- Private Branch Exchange. A private telephone network used within an organization that allows for internal communication and external communication through a Public Switched Telephone Network (PSTN).
- Personalization OMNI messaging
- The process of tailoring communication and marketing messages to the specific needs, preferences, and behaviors of individual customers.
- PSTN VoIP
- Public Switched Telephone Network. The interconnected public telephone networks used to route calls between public telephone numbers, using analog, digital and IP technologies.
Q
- QoS VoIP
- Quality of Service. Techniques for managing traffic classes to control delay, jitter, loss and bandwidth according to policy. QoS policies may prioritize voice but cannot guarantee quality across uncontrolled networks.
- QoS policies VoIP
- A set of rules that dictate how network traffic classes are managed, for example giving voice higher priority. Results depend on the policy and on the networks the traffic crosses.
- Quality of Experience (QoE) VoIP
- A measure of overall user satisfaction with the quality of a VoIP call, taking into account factors such as voice quality, delay, and jitter.
R
- Redundancy VoIP
- The use of backup systems and failover mechanisms to ensure that a VoIP network remains operational in the event of a failure.
- RTP VoIP
- Real-time Transport Protocol. A protocol used to transport audio and video data over IP networks.
S
- Segmentation OMNI messaging
- The process of dividing customers into distinct groups based on shared characteristics, such as demographics, behavior, or preferences.
- Session Border Controller (SBC) VoIP
- A device that controls the signaling and media streams in a VoIP network, providing security and connectivity between different network segments.
- SIP VoIP
- Session Initiation Protocol. A protocol used to establish, modify, and terminate real-time sessions that involve video, voice, messaging, and other communications applications and services between two or more endpoints on IP networks.
- SIP Proxy Server VoIP
- A server that acts as an intermediary between two SIP endpoints, relaying SIP messages between them.
- SIP registrar VoIP
- A server that maintains a database of SIP user information, allowing for authentication and registration of SIP endpoints.
- SIP trunk VoIP
- A logical connection over an IP network between a PBX or voice platform and a telephony provider or another voice system, supporting call signalling and associated media. It can carry multiple simultaneous calls.
- SIP trunk provider VoIP
- A company that supplies SIP trunking services, connecting an organization’s PBX or voice platform to the public telephone network over an IP network.
- SIP trunking VoIP
- A method of connecting an organization’s PBX or voice platform to a telephony provider over an IP network, allowing calls to be made and received through the provider.
- SMS OMNI messaging
- Short Message Service. A text messaging service used to send and receive messages between mobile devices.
- Social media OMNI messaging
- Online platforms and tools used to share content and interact with other users, such as Facebook, Twitter, LinkedIn, and Instagram.
- Softphone VoIP
- A software-based phone that allows users to make and receive calls over the internet using a computer or mobile device.
- Softswitch VoIP
- Software that controls call establishment, routing and termination in a telecommunications network, often controlling media gateways. It may serve carrier or enterprise networks.
- SRTP VoIP
- Secure Real-time Transport Protocol. A protocol that provides encryption, authentication, and integrity for VoIP data.
T
- T.38 VoIP
- A protocol used to transmit faxes over VoIP networks.
- Touchpoint OMNI messaging
- Any point of contact between a customer and a company, such as a website, social media, phone call, or in-person interaction.
U
- Unified Communications VoIP
- A suite of communication tools and services that integrate voice, video, messaging, and collaboration tools into a single platform.
V
- Virtual number VoIP
- A telephone number whose calls are delivered to a configured phone system, application or forwarding destination without requiring a dedicated physical line at the receiving location.
- Voice assistant OMNI messaging
- A software program that uses voice recognition and natural language processing to provide information and perform tasks for users, such as Apple’s Siri or Amazon’s Alexa.
- Voicemail VoIP
- A service that allows callers to leave a message when the called party is unavailable.
- VoIP VoIP
- Voice over Internet Protocol. A technology that enables voice communication over the internet.
- VoIP gateway VoIP
- A device that converts analog voice signals from a traditional phone system into digital signals for transmission over a VoIP network.
- VPN VoIP
- Virtual Private Network. A logical private network built over shared infrastructure. Tunnelling encapsulates traffic between endpoints; encryption depends on the protocol and configuration. IPsec and TLS VPNs can provide encrypted connections.
- VPN tunneling VoIP
- A method of encapsulating traffic between two points over shared infrastructure to form a logical private connection. Encryption depends on the protocol and configuration; IPsec and TLS VPNs can provide encrypted connections.
W
- Webchat OMNI messaging
- A real-time communication tool that allows customers to chat with customer service representatives through a company’s website.
- WebRTC VoIP
- Web Real-Time Communication. A technology that enables real-time communication, such as voice and video calling, directly from web browsers without the need for plugins or additional software.
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