Skip to content Glossary
- AI call agent An AI call agent is software that answers phone calls in natural speech, answers callers from a business's own information, and hands the call to a person when needed.
- Call queue A call queue holds incoming callers in order when everyone is busy, plays them a message, and connects each one to the next free person.
- Codec A codec is the method used to compress voice into data for an internet call and decode it at the other end. The codec affects call quality and how much bandwidth a call uses.
- DID · Direct Inward Dialing A DID is a phone number that rings straight through to a particular person, team or system inside a business phone system, without going through a main reception line.
- IVR · Interactive Voice Response IVR is an automated phone menu that lets callers choose options by pressing keys or speaking, such as "press one for sales", before they are routed to the right place.
- PBX · Private Branch Exchange A PBX is a business phone system that gives an office its own extensions, transfers, call menus and queues, so many people can share a few outside lines.
- RTP · Real-time Transport Protocol RTP is the protocol that carries the actual voice of an internet call, in small timed packets, once SIP has set the call up.
- SIP · Session Initiation Protocol SIP is the standard way phone calls are set up and ended over the internet. It handles ringing, answering, transferring and hanging up, while the voice itself travels separately.
- SIP trunk A SIP trunk is a connection from a phone provider that carries a business's calls over the internet instead of physical phone lines. One trunk can carry many calls at once.
- VoIP · Voice over Internet Protocol VoIP means making phone calls over an internet connection instead of traditional phone lines. Business phone systems, SIP trunks and app-based calling all use VoIP.
