Berry Telecom - Glossary of Business Telephone System Terms
Ever wondered what VoIP, ISDN and DECT mean? Berry Telecom have put together this useful this of business telephone system terms to help understand the features of modern phone systems more easily:
ISDN - Integrated Services Digital Network
In short, digital lines which can carry more information and cost about the same as analogue lines.
DDI - Direct Dial In
This is a function of ISDN and increases the telephone numbers into your premises without increasing your line rental. Customers will be able to dial direct to employees or departments without an operator answering and transferring the call. DDI numbers could also be used for marketing to identify where your calls or leads are coming from.
CLIP - Calling Line Identity Presentation
On a digital display handset, you will be able to see the telephone number or name of the party calling you as soon as your handset starts to ring.
DDI / CLIP Tagging - Allows the information on the display handset of the number dialled and the party calling to pass on to another handset when the call is transferred.
ACD - Automatic Call Distribution
A method of distributing incoming calls to a department equally amongst a group of people sharing the workload or based upon their skills in the department with opt out keys on the handset to log in & log out of the ACD group.
CTI - Computer Telephony Integration
This enables your telephone and your computer to connect and provide powerful tools such as using the mouse to click on a contact number on your PC to dial the number, and for information to pop up on screen when someone dial your telephone number.
DECT - Digital Enhanced Cordless Telephone
The new generation of cordless phones with digital clarity, and not susceptible to interference from washing machines as the previous generation.
SIP - The Session Initiation Protocol
This is a signalling communications protocol which is used to control multimedia communications, such as video and voice calls which take place over the internet.
VoIP - Voice over Internet Protocol
VoIP is a technology that allows you to make and receive phone calls and faxes over the Internet instead of through the telephone network. Calls over the Internet to another VoIP user or site is free.
Auto-Attendant - This is an automated message recorded by someone within your company to greet callers and guide them to: Press 1 for Sales, 2 for Service, 3 for all other queries.
Call Queuing - This is an automated message recorded by someone within your company to inform callers that they are in a queue when your operator is busy on other calls, with re-assurance messages in intervals.
Call Recording - The ability to record a live conversation that can be listened to again and archived for performance and training purposes.
Call Logging - The ability to log every incoming and outgoing call and provide detail reports on every aspect of a telephone system.
Unified Messaging - The ability to have all your messages appear in one place (i.e.) on your desktop email, voice mail and fax mail.
Voice & Email Integration - Voice mail messages and faxes to your DDI can be forwarded to your email folder and accessed via your network or the Internet.
Voice Mail - Every handset or department could have a personalised or departmental answering machine on a telephone system, which can take messages when people are not available. These messages can then be forwarded to others within the company.
WiFi - Wireless Networking (a local area network that uses high frequency radio signals to transmit and receive data over distances of a few hundred feet). Today's workforce, equipped with PDAs, laptops and other mobile devices, demand access to your network from wherever they are, without the hassle of a fixed network. WiFi allows your business to deploy a network more quickly, at lower cost, and with greater flexibility than a wired system. Productivity increases too, since workers can stay connected longer, and are able to collaborate with their co-workers as and where needed.