glossary of telephone and computer terms relevant to the telephone answering
service industry was written by Peter DeHaan.
If you have a word you would like defined and see added, send an email to
Standard household current, available at wall plugs and used to power most
electrical devices. The most
common AC Voltage is 120, although
and 440 also exist. AC is the
opposite of DC (Direct Current).
(Automatic Call Distributor): An ACD is commonly used to route and deliver
incoming calls in call centers to agents.
Compare to a PBX and switch.
A generic name for call center employees, encompassing both CSRs
(Customer Service Representative for inbound calls) and TSRs
(Telephone Sales Representative for outbound work).
A signal or voltage that can vary continuously between two values.
Contrast to digital which can possess only two
states or conditions. Speech is
analog, but with modern technology, it is often converted into a digital
signal to be transmitted and switched.
(Automatic Number Identification): A telephone company service
that provides the telephone number of the calling party (and sometimes their
name) electronically to the called party while the phone is ringing.
It is a more sophisticated version of caller ID.
See Telephone Answering Service and
Code Overlay: When a new area
code is assigned to the same geographic region as the existing area code(s),
which is in jeopardy of depletion. With
an overlay, no one needs to change area codes.
However, if it is not already implemented, ten-digit dialing becomes
required for all calls, even local numbers.
All new number assignments are in the new area code.
As such, ordering a second line could result in a number with a
different area code. Overlays are
not popular with most consumers, as they do not want to dial ten digits on
every call, nor remember different area codes for friends and neighbors.
Contrast to an area code split.
Code Split: When the
geographic region of the area code is divided in two.
One part will keep the same area code, while the other section must
switch to a new area code, but they will retain their seven-digit number.
There is a transition period for this, called permissive dialing, in
which either the old or new area code can be dialed for the affected section.
After a time, mandatory dialing goes into effect, when any call to the
new region using the old area code will not go through.
These numbers eventually become available for reuse.
Splits are not popular with most businesses because
it requires printing new stationary and other changes, as well as
reprogramming phone systems. To
avoid repeating this process in a few years, sometimes a three-way split is
made at the same time. Contrast to
an area code overlay.
An acronym for Application Service Provider, it refers to a company that makes
software available via the Internet. The
ASP handles maintenance, upgrades, and backups.
End users pay a fee to use the software.
Channel: In ISDN service, the B channel
is also called the bearer channel and is used for voice transmission.
In BRI-ISDN, there are two B channels, whereas
in PRI-ISDN, there are 23 B channels; all B channels
use 64 kbps of bandwidth.
See Business Associate.
A small conductive metal device that is used to electrically connect a phone
line from one point to another. Generally,
the bridge clip is used on a "split block" and is the "demark
point." Removing the
bridge clip allows the telephone company and customer equipment to be
disconnected from each other and isolated for troubleshooting.
(Basic-Rate Interface ISDN): The simple version of ISDN that
allows for two main channels for voice, fax, or data and one data channel
(primarily for control purposes). See
ISDN; compare to PRI-ISDN.
Another name for a teleservice company or outsourcing
Associate (BA): Under HIPAA,
a person or organization that performs a function or activity on behalf of a covered
telephone answering services are generally classified as a BA and not a CE.
Back: A Website feature that
allows a user to submit a request for an agent to call them.
Compare to the “talk-to-me” feature, which uses VoIP
to establish a phone connection over the Internet.
Any centralized location to which calls can be directed, answered, and
processed. However, in common
usage it also encompasses operations that may be decentralized and that
process more than calls. Contact
center is a broader term that is often substituted for call center
Forward – Busy Line:
A variation of call forwarding where a call
will be forwarded only when the line is busy.
This is a great way to get overflow calls to the call
center. It is often used in
conjunction with call forward –
Forward – Don’t Answer:
A variation of call forwarding where a call
will be forwarded only when the line is not answered after a certain number of
rings. Actually, this is done by
timing – six seconds equals one ring. Therefore
if it is ordered for three rings, it will forward after 18 seconds, regardless
of where it is in the ring cycle. There
are two limitations. First, in
most cases, the “ring count” cannot be easily changed, as it often
requires placing an order with the phone company.
Second, once the line forwards (that is, the ring count has been
reached) the client can no longer answer it in their office.
Call forward – don’t answer can be over-ridden by regular
call-forwarding and is often used in conjunction with call
forward – busy line or as a back-up to regular call-forwarding in case
the client forgets to activate it.
A service provided by the telephone company that allows calls to one number to
be automatically re-directed to another number.
Calls can be forwarded to either a local or long distance number.
In either case, the line with the call forwarding is charged for the
cost of re-routing the calls (if any) to the other number.
When a phone is call-forwarded, it usually rings at the main location
to indicate that it is being forwarded, but it cannot be answered.
When call forwarding has been activated, calls can still be placed from
(Competitve Access Provider): See CLEC
(Competitve Local Exchange Carrier).
A portion of computer equipment containing circuits and components, which can
be easily removed and replaced, also called a circuit card.
See Printed Circuit Card.
(Compact Disk – Read Only Memory): A high capacity medium to
store computer programs, data, and even music and video in digital format.
In common usage, it is shortened to CD.
Compare to DVD.
See Covered Entity.
A telephone company facility where customers' lines are connected to switching
equipment so that they can call other numbers, both locally and long distance.
(Competitive Local Exchanged Carrier): A relatively new telephone
company, competing with the entrenched local telephone company (called ILECs)
who used to be a protected monopoly. CLECs
are believed to meet customer needs and drive innovation much better than the
traditional telephone company. CLECs
serve to push down prices for local telephone service.
They are also called CAPs (Competitive Access Providers); compare to LEC
A customer of an outsource call center or
telephone answering service.
A procedure where three or more people are connected together on a telephone
call and can talk simultaneously to one another.
Compare to patching.
Center: A newer name for a call
center, reflecting that other forms of contact (email, fax, text
chat, Internet call back, VoIP,
and even regular mail) are handled in addition to phone calls.
Under HIPAA, in simplistic terms, an entity who transmits
health information. The exception
would be a Business Associate, who performs
such a function on behalf of a Covered Entity.
(Customer Service Representative):
An employee of a call center tasked with providing phone support to customers
who call for assistance. See agent
and contrast to TSR.
(Channel Services Unit/Digital Services Unit): A device that is the
demark point and interface used between equipment and a digital
circuit, typically a T-1 or ISDN
circuit. It offers protection and
serves as a diagnostic point.
(Computer-Telephony Integration): Integrating a computer system
with a telephone switch to allow relevant computer
database information about the caller or account to be presented to the CSR
simultaneously with the call. The telemessaging
industry enjoyed basic CTI functions with its first
computerized systems in the mid 1980s, years before it was introduced to the
general business market. Now, more
sophisticated second-generation CTI platforms are common, representing the
leading edge of technology.
Channel: In ISDN service, the D channel
is also called the delta channel and is used for control and signaling
functions. In BRI-ISDN,
the D-channel is 16 kHz of bandwidth; in PRI-ISDN, the
is 64 KHz of bandwidth.
(Direct Current): A steady flow of electricity in one direction; it is the opposite of
alternating current (AC).
Power supplies in equipment often run on AC, but convert it to DC.
Telephony switches, especially Central Offices, make extensive use of
48 Volts DC. The 48 Volts DC is
what provides the “talk battery” on a telephone.
Tree Software: A computer software program that presents a
series of predetermined questions, each based on the answer of the previous
question, allowing the user, or agent, to reach a correct
decision even though they do not personally have the expertise required to
make such a decision. See help
The opposite of switched 800 service
whereby the 800 numbers are permanently connected to the customer’s switch,
usually via T-1.
A split block provides a connection point for telephony lines; it is divided
in the middle and connected with bridge clips.
The bridge clips serve as the point of demarcation ("demark")
between the telephone company and the user’s equipment.
Removing the bridge clip allows the telephone company’s lines and the
user’s equipment to be disconnected from each other and isolated for
troubleshooting and testing. More
sophisticated telephone service, such as ISDN, DSL,
and T-1, also have a demark point, although it is usually
not a bridge clip, but a CSU/DSU.
(Direct-Inward-Dial): A special telephone service in which there is no
direct relationship between one line and a specific telephone number, but
where many different numbers can be served by the same trunk or group of
trunks. To specify which number
was called, identifying digits are dialed on the trunk and decoded by the
equipment. By definition, calls
can only be received with this type of service, however, many phone companies
have enhanced DID service so that calls can be made on DID
trunks as well. This allows
for greater efficiency (since they can be used for two purposes) and also a
higher quality patch (since it is switched and handled by the phone
company’s central office). This
is called two-way DID, but it is not available from all phone companies or
from all central offices.
Numbers: A group of usually
consecutive numbers, often in multiples of 20 or 100 that are used for DID
service. The numbers have no
unique physical line and calls cannot be placed on a DID number.
Trunks: The physical lines that DID
calls are received on. Many DID
numbers can be handled on a few DID trunks.
Although phone companies and telephony engineers often recommend ratios
as low as one trunk for each six numbers, the common reality for the
telemessaging industry is a much higher ratio, such as 1:25.
The representation of information in a two state format, either “on” or
“off,” 1 or 0. Computer
programs, information, and instructions all exist in digital form.
Speech, although an analog waveform, is often
converted into a digital format for transmission or storage (such as in a
voice mail system). The electrical
transmission and switching of speech in digital form provides greater overall
quality and less noise than doing so in analog form.
Most modern switches are digital
switches and represent improved quality over older analog
Switch: The device that directs
or routes calls. As the name
implies, all phone calls are processed as digital
signals. A digital switch is more
advanced and produces higher quality connections that are less prone to noise.
Virtually all switches currently on the market
today are digital switches.
A series of miniature switches, all housed in the same unit, commonly used in
computer and telephony systems to set options.
Compare to jumper.
(Digital Subscriber Line):
A transmission protocol that allows data to be sent over standard copper wires
at high speeds. There are several
different types of DSL service, such as ADSL and VDSL, each providing
different transmission speeds. DSL
is often used for Internet access.
(Dual-Tone, Multi-Frequency): Also known by the AT&T registered
trademark of Touch-tone.
It is a method of placing a call whereby a unique pair of tones are
used to represent each digit of the phone number.
(Digital Video Disk): A
high capacity data storage medium, designed to store multi-media programs and
adopted for computer program and data storage.
Compare to CD-ROM.
A telephone signaling protocol that uses separate wires for signaling and
voice. There are several
variations of E&M signaling. A
common use of E&M signaling is to connect voice mail
and 2-way systems to other switches and devices.
A European counterpart to T-1, it is a designation for a
high speed, four-wire data circuit that can accommodate up to 32 separate
A text form of communication, analogous to voice mail.
Anything that can be stored on a computer can be sent from one email
address to another. Email that
has access to the Internet can send a message to any
other Internet email address anywhere in the world.
Generally, email messages are short, informal typed messages.
However, they can also be long or formal and can contain attached files
(Erasable Programmable Read Only Memory):
Refer to firmware.
Server: An external device that
accepts client messages from a telemessaging
platform, converts them into the format used by fax machines, and delivers
them to the client's fax machine. Many
fax delivery units have been expanded to send alphanumeric pages and email
messages as well.
Rate Service: A phone company
designation indicating that an unlimited number of local and/or long distance
calls are included in the monthly service fee.
Compare to measured rate service.
A combination of software and hardware. Specifically,
it is software that is contained on a chip (hardware).
Generally, firmware is a PROM or EPROM.
A device to produce electricity to run equipment in the event that commercial
power is lost. Generators are
powered by gasoline, propane, or natural gas and produce the AC
power required to run electrical equipment.
Generators are sometimes used in conjunction with or as an adjunct to UPS
(Uninterruptible Power Supplies).
A measurement of computer memory capacity, a gigabyte is one billion bytes of
data or 1,000 megabytes.
Sometimes incorrectly shortened to “gig” or “gigs.”
A measurement of transmission frequency, either over the airwaves or through a
conduit such as a fiber optic or network cable.
One gigahertz is one billion times a second or 1,000 megahertz.
Start Lines: An alternative type of business line that
requires the circuit to be electrically grounded before answering or placing a
call. It is not common, but is
considered superior to its ubiquitous cousin, the loop
A hands-free device allowing one to talk on the phone and yet keep both hands
available for typing. Headsets are
highly recommended for call center agents.
Box: A network interface box into
which a headset amplifier is plugged. A
headset box is connected to the phone system (be it a PBX, ACD,
or switch). Some
equipment allows a headset to be directly connected
without the need for a headset box.
A segment of the call center industry, whereby entry-level staff can use decision
tree software to answer questions and provide basic support functions for
HIPAA: An acronym for the Health Insurance
Portability and Accountability Act of 1996, which among other things addresses
the privacy of health information and has wide-ranging ramifications to the
medical community in general and medical call centers
(Incumbent Local Exchange Carrier): One of the original local
phone companies that resulted when the Bell System was broken up in 1984.
See LEC; compare to CLEC.
See Instant Messaging.
Telemarketing: One of two aspects of telemarketing where
customers or prospects call a company for assistance when they want or need it
as opposed to outbound telemarketing
where the company calls customers or prospects.
Messaging (IM): Commercial versions of text
chat that allows Internet users to type messages to one another.
There are several competing instant messaging services, which have
varying degrees of compatibility with each other.
Literally, between LATAs.
InterLATA traffic is generally the domain of
the long distance carriers (IXCs).
A complex international network of networks, allowing email and information
to be readily sent from one computer to another.
Several different services are available on the Internet, including email
and the World Wide Web.
Telephony: See VoIP
(Voice Over Internet Protocol).
Literally, inside the LATA.
IntraLATA traffic is generally the domain of the local telephone
companies (known as generally as LECs or specifically as ILECs
and CLECs). See
LATA and contrast to InterLATA.
Telephony (Internet Protocol Telephony):
See VoIP (Voice Over Internet Protocol).
(Integrated Services Digital Network): An international standard for
all digital telephony communication. There
are two types of ISDN: BRI-ISDN and PRI-ISDN.
(Interactive Voice Response): A computerized system that allows
callers to interact with and receive information from a database using
touch-tone signals. The
information is provided audibly using text-to-speech conversion.
Some IVR systems will also recognize basic speech instead of requiring
callers to press keys on their telephone.
(Inter eXchange Carrier): A telephone company that does not provide local
telephone service, but which does provide long distance service.
A device used on printed circuit cards to
provide for basic operating settings for the card.
They are generally a small metal connector, covered with plastic and
designed to slide over two pins on the printed circuit card.
DIP switches are used for the same purpose.
Mile: A term referring to the
final leg in connecting a home or business to the public switched telephone
network (PSTN). Traditionally
this was and often still is done via a pair of copper wires, though it can
also be coaxial cable, fiber optics, or even wireless transmission.
Although new technologies are implemented in central offices and in
distribution networks, it is the last mile that is the last to be upgraded.
See local loop.
(Local Access and Transport Area): In most cases the LATA was
essentially the area code. However,
with area code splits and overlays
this simplification is losing clarity. A
LATA is the geographic area in which the local phone companies can generally
handle calls without assistance from long distance companies (IXCs).
A LATA serves as a legal limitation as opposed to a technical
An acronym for Lightweight Directory Access Protocol, which defines a standard
for organizing directory hierarchies and interfacing to directory servers.
(Local Exchange Carrier): The local
phone company. LECs used to be a
protected monopoly (and some still are). See
CLEC (Competitve Local Exchange Carrier) and ILEC
(Incumbent Local Exchange Carrier) for two types of LECs.
A somewhat inane term to indicate that a call will be processed by a real
person as opposed to automation from an IVR platform, voice
mail system, or an answering machine.
Although call automation is preferred in some circumstances, most
consumers prefer to interact with a person, presuming that that person is
trained and empowered to assist them.
The connection between the local phone company and a business or residence.
This is comparable to, but more encompassing then, the last
Start Lines: A standard business line, in which a circuit
needs to be closed in order to get dial tone or answer a call.
Most individual phone lines are loop start.
Compare to the less common ground start
Rate Service: A phone company
designation indicating that each local call is counted (measured) and billed
to the calling party. Businesses
in many areas are on a measured rate, though some enjoy a flat
rate service where an unlimited number of calls can be placed without
incurring an additional charge.
A measurement of computer memory capacity, it is one million bytes of data.
It is often incorrectly shortened to “meg” or “megs.”
(MHz): A measurement of transmission
frequency, either over the airwaves or through a copper wire; also, a measurement
of the clock speed on a computer. One
megahertz is one million times a second.
Modems are used to send digital information, in analog
form, over regular (analog) phone lines. Technically, a modem is an
electronic device that MOdulates data into an analog signal and DEModulates it
back to digital. Common applications for modems
are alpha paging and dialing into the Internet.
An acronym for Open Database Connectivity and is a database standard.
Any database that is ODBC compliant can connect to any other database
that is ODBC compliant.
A generic, but obsolete, term for someone employed by a telemessaging company
to answer calls, take messages, and distribute those messages.
Often a more descriptive and positive term is used to avoid
old-fashioned stereotypes. The
label of Customer Service Representative (CSR) or agent
such as telephone secretary or tele-receptionist are used by some companies.
In other contexts, an operator can refer to a telephone company
(Off-Premise Extension): A service that functions identically to a
residential extension, but with the extension at a different location.
Once the primary method of connecting clients to telemessaging
services, phone companies now charge a substantial fee for OPX; therefore, call
forwarding is generally the connection method of choice.
Telemarketing: One of two aspects of telemarketing whereby a
company proactively calls consumers or businesses in order to make sales.
Contrast to inbound telemarketing.
A call center that provides various call answering and call processing
services to third parties for a fee. Sometimes
called Teleservice Companies or a Service Bureau. This term is sometimes
also used to encompass telephone
answering services or telemessaging services.
A call center that processes calls for other companies.
The concept of taking internal company functions and paying an outside firm to
handle them. Outsourcing is done
to save money, improve quality, or free company resources for other
activities. Outsourcing was first
done in the data-processing industry and has spread to areas, including telemessaging
and call centers.
Outsourcing is the wave of the future.
Cord: A short cable often used in a patch
panel, to easily and quickly connect two points together.
Panel: A junction or interface where telephone lines or
computer network cables can be easily and quickly connected or moved using
short patch cords.
A patch panel saves time and costs when installing or reconfiguring
telephone or computer access.
A method of connecting two callers together.
A phone system that has many of the same capabilities as a phone company’s
central office. A PBX is sometimes
referred to as a switch.
Most larger businesses have a PBX.
Contrast to an ACD found in most call centers.
(Primary InterLATA Carrier):
A designation for a main, or default, long distance company.
Although it is an oxymoron, some areas allow an IntraLATA
PIC to select a long distance carrier for calls made within the LATA.
A generic name for the portion of a card that connects with a line, trunk,
network, or computer peripheral.
POTS (Plain Old
Telephone Service): Traditional
phone service that is found in most homes and businesses.
POTS is in contrast to advanced services such as ISDN
and DSL, which are digital and provide greater bandwidth.
Down: To turn off the power.
A system is normally powered down when replacing a card.
Powering up will generally cause the system to restart or reboot.
Supply: A sub-component found in
most computers and switches, which converts 120 Volts AC
(alternating current) to the DC (direct current) voltages
required by the unit to operate. Note
that some computers or switches are designed to connect directly to DC power,
in which case an external DC power source is needed.
(Primary-Rate Interface ISDN): A high capacity version of ISDN
that allows for twenty-three main channels (for voice, fax, or data) and one
data channel (primarily for control purposes).
A card containing the electronic circuitry required to perform a specific
function. Printed circuit cards
are used throughout computers and switches.
(Programmable Read Only Memory):
(Public Switched Telephone Network): The traditional international
telephone system in which phone calls are switched or routed from origin to
destination. This is in contrast to private networks and dedicated
A stack of calls on hold, or ringing, and waiting to be answered. Most call
centers make use of a queue for increased agent efficiency and
(Representative): Another name for
agent; see CSR and TSR.
To force a component to re-initialize itself by reloading software, clearing
memory, or some similar function. It
is the same as boot, re-boot, or reset.
A flat, ribbon-like, cable used to connect different components or boards in a
RJ-11 (Registered Jack
11): A standard modular jack used
for to connect a single phone line. In
alternate variations, it can also handle two or three lines.
RJ-45 (Registered Jack 45): A standard modular jack used for many computer
network connections. It can
accommodate eight wires, although all eight may not be used or needed in
certain network configurations.
In CTI (Computer-Telephony Integration) applications,
causing a computer to display information about the call at the same time as
the CSR answers the call.
Mail: A derogatory term for traditional mail service that
was spawned by the Internet age.
Given the speed at which email messages can be
sent and received, regular mail moves at a snail’s pace in comparison.
(Signaling System 7):
A sophisticated telecommunications protocol that provides out-of-band
signaling and a data interface between phone company switches
for the express purpose of reducing congestion in the PSTN
(Public Switched Telephone Network). For
example, without SS7, a long distance call is routed through the network to
the called party to make their phone ring or before a busy signal can be
returned, thereby tying up circuits along the entire path.
With SS7, once the call is dialed, the data interface sends a message
to the end switch to ring the phone or to check if the called party is busy
before the call is routed. If the
call is answered, it is then immediately routed though the network, thereby
not using the circuits while the phone is ringing or in busy and no-answer
Suppressor: An electronic device that limits the damaging effect of surges on
electronic equipment from commercial power plants, generators, and electrical
storms. All important or expensive
equipment should be plugged into a surge suppressor.
A generic name referring to any device that can connect lines or trunks and
route calls from port to another. It
can be analog or digital.
Digital is more advanced and produces higher quality connections that
are less prone to noise. See ACD
800 Service: In the past all 800 numbers required expensive
dedicated lines. With switched 800
service, the long distance company routes 800 calls to existing local
telephone lines. This is efficient
and cost-effective for low volume applications.
Also, since 800 numbers cannot have call forwarding on them, the
switched 800 service can effectively be rerouted by forwarding the local lines
they ring in on. Contrast to Dedicated
In common usage T-1 is a designation for a high speed, four-wire data circuit
that can accommodate up to 24 separate audio channels.
Technically, T-1 is the medium and DS-1 (not to be
confused with DSL) is the format, though in many instances
the terms are used interchangeably. A
T-1 circuit is also a common high-speed Internet connection.
In common usage, a designation for a very high speed, four-wire data circuit
that can accommodate up to 28 T-1 circuits, which is 672
separate audio channels. Technically
T-3 is the medium and DS-3 is the format, though in many
instances the terms are used interchangeably.
A T-3 circuit is also used in connecting to the Internet backbone and
even for some Internet backbones.
Short for Telephone Company.
Communications that take place using the telephone or telephone network.
Sales and service conducted using the telephone.
It is classified as inbound or outbound.
See inbound telemarketing and outbound
The act of answering a call, taking a message, processing that information,
and relaying it to the client.
Answering Service: A business that handles calls for clients at a
central location, whereby a client's phone is answered, a message is taken or
information provided to the caller, and the results are documented and
provided to the client. Many
telephone answering services also provide voice mail service and enhanced
services, such as order taking.
A term used to refer to telephone lines, trunks, circuits, related equipment,
and the information (voice, fax, and data) that is transmitted over them.
Switch: See switch.
Company: See Outsource
Set: Also called a butt-set or
butt-in; it is used to test telephone lines, trunks, and circuits.
Chat: An Internet service that
allows two (or more) users to type messages and immediately send to each
other. Text chat is a real-time
communication; compare to email, which is not.
Instant Messaging (IM) is a subset of text chat.
A dialing method that uses tones as opposed to dial-pulses.
Today most phone lines are designed for touch-tone dialing (which is
faster and more reliable). Many
touch-tone lines will also accept dial pulse signaling, but this is not always
the case. Touch-tone
is a trademark of AT&T; the generic name is DTMF.
(Telephone Sales Representative): A term commonly used in the telemarketing and call
center industries for employees who proactively place calls to customers or
prospects to obtain data, share information, or sell products and services.
See agent and contrast to CSR.
Some define TSR to stand for Telephone Service Representative, though
CSR is a more universally accepted term for that context.
Messaging: A system that allows voice
mail, email, and faxes to be received, stored, and
retrieved from a common system using various interfaces, including a phone,
fax machine, or computer.
UPS (Uninterruptible Power Supply): A device that
supplies continuous power to computers and switches by converting energy
stored in batteries to 120 Volts AC.
Commercial power is used to charge the batteries.
In the event that commercial power is lost, a UPS will provide power
until the batteries run down, commercial power is restored, or a generator is
turned on. In many installations,
a UPS is used for short-term outages and gives time for the generator
to be started and stabilized to power equipment during prolonged power
Logging: Recording phone calls in a
call center. Voice logging systems
can be hardware based or software only. Most
systems record only agent phone calls, whereas others record all audio
continuously. Some systems can be
linked to call records and even screen displays to provide a complete picture
of the phone call. Voice logging
is useful for call verification, agent training, and customer service
resolution. In some industries
voice logging is required. Also,
laws regarding the legality of voice logging vary from state to state and
country to country.
Mail: A device that plays
announcements to callers, records messages, and allows the messages to be
retrieved. There are hundreds of
different voice mail systems, each with slightly different features and user
interfaces. Many newer voice mail
systems provide aspects of unified messaging,
which allow voice mail, email,
and faxes to be handled on a single platform.
VoIP (Voice Over IP or Voice Over
Internet Protocol): Using the Internet to send voice signals or phone
calls. Also referred to as Internet
Telephony or IP Telephony.
A notation to indicate continuous operations, twenty-four hours a day, seven
days a week. Most teleservice
companies and outsourcing call centers operate 24 x 7.
A passive device that provides a connection point for telephone lines and
trunks. Often it is divided in the
middle and both sides are connected with bridge clips.
The bridge clips serve as the point of
demarcation ("demark") between the
telephone company and the customer’s equipment.