Live Answering Services | 877.679.3777 | Try it FREE for 7-Days

Glossary

Abandoned attempt
An attempt to make a call but it is aborted by the user making the call.
Abandonment rate
The total number of callers that hang up after entering into a queue.
Abbreviated dialing
Telephone feature such as speed dialing that will permit the user to dial fewer digits to access the network.
Access charge
Is a charge or fee imposed by a communication service for use of its network
Access line
A phone line reaching from a phone company’s central office to a point that is usually on your premises.
Access list
It is a list that is kept by routers that controls access to or from a router for a number of services.
Acoustic connection
A connection to a device or a system made with sound waves.
Active call
When a call is connected.
Activity connection point (ACP)
A location in telecommunications network when there is high communications traffic which includes data, document distribution, teleconferencing, and voice.
Add-on data module
Plug-in circuit cards that allows a PBX to send and receive analog and digital signals.
Addressed call mode
A mode which will permit control signals and commands to establish and terminate calls.
After call wrap up
The time an employee spends finishing up a transaction after a call has been completed.
All trunks busy
When a caller tries to make an outside call through a phone system and receives a fast busy signal.
Alternate lock code
A three digit code that will lock your cell phone.
Analog switch
Telephone switching equipment that switches signals without changing the analog form of the original phone call.
Announcement service
This allows a telephone user to hear a recording when they dial a certain number or an extension.
Audiotext
A pre-recorded message heard by system users.
Automated Attendant
The computerized replacement for a human operator that answers and directs calls by playing greetings and responding to touch tones.
Automatic Number Identification (ANI)
The name used by U.S. exchanges for the system that identifies the calling number. (See Calling Line Identification).
B battery
The section of a phone system that gives the phone power to all of its components.
Babble
Crosstalk from several interfering communications circuits
Babyphone
feature that allows calls to an off hook telephone to listen to rooms noises.
Back board
A piece of plywood that the base of your phone hangs on so you can mount the phone to the wall.
Back channel
An asymmetric telecommunications system that is typically a low speed transmission channel opposite to a main channel detection.
Background noise
The noise you will hear when you call someone and no one is saying anything.
Backplane
The high-speed communications line to which individual components are connected.
Backward signal
A signal sent in the direction from the called to the calling station, or from original communications sink to the original communications source.
Bad Line Key
When a PBX attendant encounters a bad trunk they push this bad line button on the console, and it will automatically flag the trunk for later checking and repair.
Balcony
A little platform on a telephone pole that allows workers to work safely.
Ballot
Is known as a letter of agency which is a release form in telecommunications systems that allows and authorizes user to switch long distance service with another phone company.
Barge in
When a person interrupts a call while it is in progress.
Barge out
When a person leaves a call without notice.
Basic call
A call between two people that doesn’t involve an advanced intelligent network.
Basic service
A telecommunications service limited to local switching and transmissions.
Bent pipe technology
Is a satellite technology that can transmit a call from one point on earth to a satellite and back down to another point on earth.
Bifurcated
In telecommunication network it is a two pronged connector it forms one electrical connection pair with two connection terminals.
Billing name and address (BNA)
The name used for address billing.
Biscuit
It is a regular phone jack where the frequency is located in a residence.
Blackout
A total loss of all electrical power which will cause your phones to die not unless you have a cord phone.
Blend
To have the same agents answer outgoing and incoming calls.
Blended agent
A call center employee who answers incoming and makes outgoing calls.
Busy back
A busy back is simply a busy signal.
Call announcement
A telephone operator or person acting as a telephone operator can announce a call to the called party before putting a call through. All modern telephone systems have this certain feature.
Call back modem
A modem that will call you back.
Call Blocking
This gives a system subscriber the option to block all calls to his or her numbers. Callers are automatically sent to voicemail and are given the option to leave a message.
Call Center
Any location within a company where quantities of incoming and/or outgoing calls are handled by people, telephones, and computers.
Call duration seconds indicator
The elapsed seconds of a timed call.
Call gaping
an application that limits the rate of flow to a specific area code or station address.
Call Processing
The technology whereby telephone and computer systems work together to handle incoming calls; including receiving the call, transferring it to the proper extension, and/or taking a voice message.
Call Queing
When an extension is busy, the callers are given the option to hold, leave a message, or try another extension.
Call Screening / Call Whisper
Call screening will ask the caller for a name before forwarding the caller to you. When you answer, the system announces that you have a caller waiting and plays the name. You then have the option of taking the call or not.
Call splitting
A feature that allows a telephone user to speak privately with either party of a conference call by alternating between the two parties. Call splitting by a attendant allows the attendant to speak with the person who called privately while effectively putting the person who called back on hold or the other way around.
Call stalker
This is a PC based product that will give the 911 attendant the phone number and address of the person who is calling.
Call teardown
It is the disconnecting of a call between a central office and the subscriber.
Calling Line Identification (CLI)
The name used by exchanges outside of the U.S. for the system that identifies the calling number. (See Automatic Number Identification).
Calling party
The person who makes the call.
Campus back bone
Cabling between buildings that share telecommunications.
Cancel call waiting
On a touch tone telephone you can can cancel the feature by touching *70.
Car phone
A certain type of cellular phone that is installed into a vehicle.
Carbon block
It is a device protecting your cables from lightning strikes.
Card cage
This is a frame in a phone system and a computer for mounting the circuit card.
Cells on wheels
It is a temporary cell tower until the permanent tower is functioning.
Circumnaural
A headset that isolates the listener from all sounds in the room.
Climbing belt
Allows the telephone company to attach themselves to the telephone pole so they can climb up the pole.
Coin telephone
A pay phone that takes coins for you to make a call.
Computer Telephone Integration (CTI)
The technology that connects a computer to a telephone system and lets the computer take control of the commands.
Content management system
A user interface that manages content in a user friendly way.
Data bus
It is a bus which transmits and receives data signals throughout the computer or phone system.
Dead spot
A dead spot is usually caused by terrain that can be blocking the signal to the cell phone tower. It can also occur in tunnels and deep wooded areas.
Decode
The process of interpreting previously coded info back into an usable form how it was before the coding process.
Decoder
A device that converts information from one form to another; typically from analog to digital.
Delay equalizer
Device used to equalize signal distortion caused by a differing transmission delays signals of different frequencies and lets them pass through a telecommunication transmission.
Delayed call forwarding
Phone system feature where you have incoming calls forwarded to another number after several rings.
Delayed calls
The number of calls delayed longer than a given time for service are delayed calls.
Dial around
A technique used by a caller to purposely bypass a payphone company’s local or long distance services. Pay phone operators receive little to no data with this action.
Dial level
The selection of stations or services associated with a PBX; based on the first digits dialed.
Dial pick up
This is a PBX feature. A phone on the PBX can answer another ringing phone by dialing a couple of digits. Also is can be called a access code.
Diaphragm
Thin flexible sheet which can be vibrated with sound waves in a microphone or by a magnetic wave in a phone receiver.
Direct trunk
A trunk that is between two class 5 central offices.
Directory number
Phone numbers assigned to users main stations that is typically listed in a phone book or in a directory.
Disconnect signal
This is the signal from one end to indicate to shut down the connection.
do not call
This is a legal requirement that solicitors must take numbers off a calling list if the person they have called asked them not to call them any more.
Do not disturb
When feature is selected incoming calls to the users extension will be denied the calls will be forwarded to another extension.
Don’t answer recall
Allows a extension user of a PBX to automatically retry a call by dialing a special code
Drop loop
A segment of wire from the nearest telephone pole to the users home or business.
DTX
A battery saving feature on a cell phone that cuts back on the output power when the user stops speaking.
Dual band
A cell phone handset that will work on dual frequency bands.
Dual band GSM phone
They are capable of operating on an GSM 900 and 1900 networks at the same time.
Duplex circuit
A telephone line or a circuit that is used to transmit in two directions at the same time.
Duration
Is a timer that starts from when the call is started and stops when the call ends.
Dust buster
A call or an email you send after a long silence just to make sure your connection is still working.
Dynamic answer
The ability that dynamically will assign the number of rings into a queue period until a agent becomes a available.
E911
E stand for enhanced 911. Specification that requires the ability to establish the physical location of a mobile handset when transmitting from or to a wireless base station.
Echo canceler
A device in the telephony system for connection with a two way phone circuit to direct echo signals to one direction which is caused by signals in the other direction.
Echo cancellation
It is a method for removing unwanted signals from a main transmitter of a telephone voice signal.
Eligible telecommunications carrier
A company that provides telecommunications in the United States.
Emergency dialing
A variation of speed calling to numbers for police, fire and ambulance. This feature is usually found on electronic phones.
En-block dialing
A dialing scheme which allows a terminal to include all digits required to complete a call.
End instrument
It is a communications device that will connect to the terminals of a circuit.
Engineered capacity
The biggest load level for an trunk group or a switching system at which service object come together.
Enhanced dialing
A phone feature for speed, preview and manual dialing.
Enhanced Services Platform (ESP)
A communications platform that enables network service providers to offer enhanced services, such as voicemail, unified messaging and personal assistants.
Enterprise number
This is a number that allows you to make collect calls. But this was along time ago so if your hear you grandparents say we use to have enterprise numbers you will know what they mean.
Environment
Where the telephones system main cabinet and main electronics are.
EPABX Electronic Private Automatic Branch eXchange
A fancy name for a up to date PBX.
Equipped for capacity
This is the ultimate number of lines and trunks that will be supported with the hardware available.
Erlang
A measure of traffic lead a telephone line in a 60 minute block. The figure which is calculated as a rate when calls arrive divided by a rate that in which they were connected.
Even parity
This is one process for error checking that indicates the total number of information data stream and the parity bit averages out to an average number.
Event history
Records of phone calls messages and so on.
EVO
This is a call forwarding busy line.
EWP
This is slang for Electronic White Pages.
Exclusion
PBX feature which will prevent the attendant from quietly monitoring a call once he or she has extended it.
Expander
A function or a process that performs the inverse of a compressor (at the receiver).
Express order wire
A permanently connected voice circuit that is between selected stations for a technical purpose.
Extend
A word use by the phone company to describe a operator transferring a call to another phone extension.
Extension
Another number on one line.
Facility based carriers
Local long distance service provider who owns there own physical facilities.
Facility loop back
When a signal looped back toward the incoming facility this is often used in T1 testing.
Fast-busy
A busy signal that sounds twice the normal rate which lets you know that all other trunks are busy.
Fax broadcasting
Automatically will send the faxes to its preselected destination.
Fax jack
A device that will connect to a phone line with two jacks one that is for a phone and the other for a fax machine.
Feature

Feature is enhancement to a product. A product can have one or many features.
Feature buttons
A group of number stored on a phone so when you like push hold it will automatically do what you need it to do.
Feature code
A number which is used to activate a certain feature on a telephone system.
Feature phone
Its a generic name for a phone that contains extra features.
Fiber phone
A battery powered device which connects to both ends of a fiber optic cable allowing people to talk over cable.
Fiber to the neighborhood (F T T N)
Installing official fiber from the phone companies central office to buildings in the neighborhood.
Finger wheel
The old time phone that have the wheel where you have to spin it to dial numbers is called finger wheel.
Firewall
is a system that is put in place to enforce a boundary between two or more networks.
Fixed access
Terminal access to a networks PCS (personal communications service)
Fixed Mobile Convergence (FMC)
This term means one phone and one phone number you can have all your home or business calls sent to your cell phone.
Flash button
This is a button on a phone that perform the same thing as quickly pressing the switch hook on a phone.
Flash cut
Conversion from a old to new telephone system which occurs instantly as one is removed from the circuit and another one is brought in.
Flex life
A cable that can be bent a lot of times before breaking.
Flexible dialing pattern
A PBX dialing pattern allows you to set your PBX so it can have up to four digit numbers for its extensions.
Flexible release
Where you can switch the system to release a connection when either party hangs up.
Flushfone
Cordless headset that contains a noise canceling microphone so you cannot hear a toilet flush when you are on the phone while in the bathroom.
Flushing out the queue
Changing a systems threshold so that when call are waiting on an agent group they are redirected to another group with a shorter queue or other available agents.
Follow me call forwarding
This will allow a previous forwarded call to be sent to another phone extension.
Forced account code billing
A phone feature which will prevent a call from being completed if a user does not push the button in billing code.
Forking
Splitting of a incoming call so it will ring more than one phone number.
Gain hits
The cause of errors in data transmission over the phone lines.
GAN
This stands for global area network.
Gate way city
International calls must be routed to this city.
GBH
This stands for group busy hour.
General call
With this you would use the letters cq in the international code and it will be used as a general inquiry call.
General claims
Claims which cover more than one phone number.
Geographical portability
The ability to take your phone number to a different state.
Global star
A low earth satellite system that deploys a network with 48 satellites which creates a global voice and data service.
Glovebox user
Someone who keeps there cell phone in their car glovebox for emergencies only.
Gold number
It is a number that is really easy to remember like 800-limo its the numbers with words in it instead of all numbers.
Grace Period
A period of time during which a new phone customer can choose a primary long distance provider without receiving a charge from their local phone company.
Greetings only mailboxes
Mailboxes that delivers a message to an incoming caller but does not allow messages to be left. only the greet mailbox can transfer a caller to designated phone number.
Ground mount
Flat plate that is used for mounting antenna masts on the ground or from flat roofs.
Ground start
Is a method of signaling primarily central office (CO) trunk lines to PBX’s.
Ground start supervision
Telephone circuitry that was developed to prevent a glare.
Ground to air paging
Ability that allows you to deliver a message from ground to a person that is flying in an airplane.
Group
In the telecommunications network, it means a set of users who share the same resources.
Group busy tone
Audible tone of a telephone system that’s indicated with a low tone on a sleeve of trunk jacks at card switch boards.
Group call
Special station hunting that recommends a special access number to permit the call to special access number and ring the first number in the group.
Group hunting
This will automatically find a free telephone in a designated group.
Grouping
Periodic error in the spacing of the recorded lines.
Guarding
A process of holding a circuit that is busy for a certain interval after its release which is to assure that it is a necessary minimum disconnect a interval that will occur between calls.
Guy hook
A hook that is bolted to a telephone pole and this is used to attach guy wire.
Guy wire
It is a wire that supports tall things like a telephone pole.
Handled call
Call that is answered by an employee that has been opposed to being blocked or it could have been abandoned.
Hands free answer back
When activated it automatically turns on the microphone in which it will send the call straight to your headset so you will not have to pick up the receiver.
Handset
Various forms of manual telephone instruments held in your hands that can send and receive voice.
Harmonic
Frequency which is an exact multiple and fundamental frequency.
Harmonic distortion
Problem caused when nonlinearities in communication channels make the harmonics of input frequencies which appear in the output channel.
Head set jack
The outlet on your phone in which you connect your headset.
headset
Communications device that you wear on your head.
Held call
A call that is connected but put on hold.
High and dry
When you call somewhere and you do not hear a thing. Also called dead air.
Hit
A short disturbance which could result in a transmission error.
Hold recall
A phone system that lets you know that you have left someone on hold.
Holding tank
A queue where a call is held until it can either use its assigned route or it will overflow to the next available route.
Holiday Rates
Lower charges for calls made during the holidays but may only apply with certain phone companies.
Home office
Where a telecommunications employee would work from there house.
Horn alert
A feature that is on a car phone you can set it to make the horn blow whenever a call is coming in.
Hosed
When a system does no longer works.
Host interactive voice response
A system that will communicate with an host computer which is typically a mainframe.
Host name
A name that is given to a main frame computer.
Hot drop
This is a live phone service that is connected to another location.
Hot line
A private line that is dedicated between two phones.
Hot shot dialer
Equipment used to make a hot line or a ring down circuit.
Hotel/Motel console
A specialized PBX console or a normal console programmed to work in hotels and motels. The console might often show room status information.
Howler tone
A tone that gets louder and louder over a short period of time.
Hunt
the progress of a call reaching a group of lines.
Identification failure
Equipment from the original office failed to identify the number.
Idle channel noise
Noise that exists in the communications channel when no signals are present.
Immediate ringing
PBX feature that makes the called telephone start ringing in the instant the number has been dialed.
Immediate Start
method of E&M (ear & mouth) signaling. When a signaling leads indicate a change to a off-hook state, The interface is immediately ready to send the signaling information.
Important call waiting
Special ring that tells you some one important is calling.
Incoming calls barred
Interface configuration option which will block calls delivery attempts.
InFLEXion
Voice pager that is used in the transmission and storage of voice messages.
Inside dial tone
PBX provided dial tone.
Inside telephone wiring
It is the wiring for telephones inside of a residence.
Inside wiring
It is wiring for a telephone inside of a premises or a building.
Interactive Voice Response (IVR)
A voice processing system that interfaces with a database to provide callers with specific information. Callers input their unique identifying data, either by pressing certain digits on the touchtone telephone or via speech recognition and the system responds with the requested information. Banking by telephone is an example of an IVR application.
Intercept
Where call cannot reach their destination cause it may be intercepted and diverted to an station attendant or a recording or some other place.
Intercom
It is short for a intercommunicating telephone, refers to a in-building electronic communications system this communication system links different rooms inside a building or and other multiple building statures.
Intercom blocking
PBX feature in which phones with a certain class of service are blocked from calling certain phones.
Interface
Interconnections between different systems or pieces of equipment.
International direct long distance
Being able to automatically dial international long distance phone calls from your phone.
Internode link
Data line for high bandwith connections between the PBX’s.
Interofffice
Two telephone companies switching offices.
Interoffice Call
A telephone call that involves only one switching system.
Interoffice trunk
A trunk circuit that connects two local phone companies central offices.
InterPBX
All calls coming into one PBX that can be transferred to extensions on another PBX using direct tie lines between two PBX’s.
Intertoll trunks
Trunks that connects to a class 4 also higher switching machines in the long distance network.
Intrastate
This refers to a call that remains entirely inside the boundaries of a single state so it falls under the jurisdiction of the state’s telephone regulatory procedures.
Inward trunk
A trunk which is for incoming calls only.
IOD
identified outward dialing
Jack
A jack is a portal in the wall that you connect your telephone to.
Jbox
This is short for Junction Box.
JTAPI address object
It is the address object of an telephone number this is a abstraction for the logical point of a phone call.
Junctor
Connection or circuit inside a switching system between inlets and outlets with the same or different switching networks.
Junctor trunk group
Special-purpose trunk group that provides a particular feature.
K-style handset
It is a square telephone handset.
Keitai
a cell phone in Japanese.
Key pad
A touch tone dial pad on a telephone.
Kill message
A recorded message that is played at the beginning of a call to warn a person using a 900 number the charges they will receive and gives them the option to hang up.
Language server
Allows ability to record and play a phrase in a foreign language without any software changes.
LANI
Local Automatic Number Identification.
Large squaring capability
A feature on some key systems which permits all lines to appear on all telephone sets.
Last extension called
Last number redial
LDN
Listed Directory Number. Your main phone number.
Leased line
A line that rented by a customer 24 hours a day, seven days a week from a telephone company. Also called a private line, leased channel, or a dedicated circuit.
LG
This is short for Line group.
LH
This is short for Long haul.
Line capacity
Maximum number of networks access lines that could be working on installed lines at a entity’s derived objective percent line fill.
Line cord
The cord on a telephone that connects to the jack on the wall. Also know as a mounting cord.
Line load control
A control process that will limit the number of customers who can obtain dial tones in a telephone system.
Line lockout
When a phone is left off the hook for a long time, line lock out will provide a loud noise then put the phone out of service until someone puts it back on the hook.
Line queuing
If you dial an outside line and its busy the phone system will put you in a queue for the line.
Live Connect / Follow Me / Find Me
When a caller attempts to reach you via live connect, the voice mail calls you at your home, office, cell phone, or any other number you specify and connects you with the caller. The voice mail will either call all numbers simultaneously (shotgun) or will try each number in sequence (cascade). While you are being located, your caller is on hold listening to your selection of hold music. When you are contacted, the voice mail has the option to announce the name of the caller and let you choose to talk to the them or send them to voice mail.
Local access
The connection between a customer’s premises and a point of presence of the Exchange Carrier.
Local call
A call that is within the service area.
Local call accounting
Computes dollar amount for the local calls based on total units stored for each of the phones.
Local call attempt
A call which cannot be further advanced to its destination due to an equipment shortage or a failure in the network.
Local call billing
Computes dollar amount for local calls placed by guests based on total message units.
Local Loop
The line from the premises of the telephone subscriber to a telephone company.
Local phone
Phone that is attached to your computer.
Long haul communications
Phone call that reaches outsides a local exchange or a serving area.
Long haul modem
Modem or another communication device that will transmit information over long distances.
Main PBX
Has a directory number and can connect PBX stations to the public network for both incoming and outgoing calls.
Main station
A workstation that is used to originate and receive calls.
Maintenance usage
Amount of time, measured in CCS that equipment components are removed from service.
Make busy
Communication circuit that is made unavailable.
Managed circuit
Phone line which the supplier of the circuit provides you.
Mandatory dialing
When permissive dialing is over after an area code is changed that it becomes mandatory dialing.
Manual ring down line
Two phones that are connected by a pair of wires and also a battery. Signaling is performed manually by flipping a switch on and off which connects and disconnects the battery.
Manual ring down tie trunk
This is a direct call path in between two distant phones.
Manual signaling
On a telephone you can push a button that sends a signal to a predetermined phone. Can be used for secretary/boss communications.
Manual terminating line service
Provides extension lines that require all calls to be completed by the attendant.
Master customer number
A particular number that identifies the customer.
Master number hunting
A call is directed to the pilot number of an hunt group, it will hunt the first non-busy station in that group.
Master station
The main phone or a station that is in a group.
Maximum calling area
Geographic calling limits permitted to a certain access line based on requirements for a certain line.
Mean busy hour
Is the 60 minute period where traffic is the greatest.
Meet me page
A feature that will allow a person to answer the intercom page from any phone in a system.
Meet-me intercom conference
Dial a access code and any telephone is able to join the intercom conference call.
Memo
Where you can store a persons number in your phone and you can call them in the future.
Message Notification
Your voice mail system will locate you at your office, home, cell phone, or at any other telephone and immediately deliver new messages the minute they arrive. This feature can be configured so that it accommodates your schedule. You have complete control over the time of day and day of week that each number is called. When the system finds you, it will request that you enter your password for verification, and then it will deliver any new messages that have arrived. This feature will also work with your pager for message notification
Message waiting
When the phone alerts you that you have a message waiting.
Metropolitan dial
The common rotary dial or touch tone pad that contains both numbers and letters.
Mid-span
Telephone service which runs from a pole to a hook that is attached to a cable strand before it reaches the building.
Monitor on hold
If the person you’re speaking with puts you “on hold”, you can turn your speaker on your phone and hang up your handset but keep listening until the other person comes back to the phone.
Monitoring device
Records data on calls placed through a company’s telephone system.
Month to month
The standard way of paying for a telephone service.
Mounting cord
The cord that connects the phone and jack to the wall.
Native protocol
Information format in which communications occur within a particular service.
Network access line
A communications channel between a customer’s premises and the central office.
Network outward dialing
A feature of an automatic switched phone network that allows a calling user to dial directly all network user numbers without an operator.
Networked PBXs
Two or more telephone systems that communicate to each other through a hub.
NexGen
Next Generation. Describes emerging technologies.
Night answer
Incoming calls received on a switchboard during evening and weekend hours are automatically rerouted to ring only at designated night answering phones such as the front desk.
No busy test
A circuit used to connect to a busy subscriber’s line number.
No line preference
Requires the user to manually select a line for each call.
Noise suppressor
Filtering or digital signal-processing circuitry in a receiver or transmitter that automatically eliminates or filters noise.
Noise temperature
An amplifier noise rating based upon the temperature which is measured in degrees.
Non-erasable
A switch where a through traffic path always exists for each attached phone.
Non-sent paid
Call that are made as third party billings, reversed charges or with a calling card.
Number Portability
A customer’s option to retain a wired transmission service or a wireless phone number when changing service providers, location, or service.
Numbering Plan Area
Area codes in North America.
O&M
Operations & Maintenance.
Obstruction lights
Warning lights mounted on the side of an antenna tower.
Odd ball day
A day when the telephone company is experiencing an extremely heavy traffic load that is caused by an event that is not expected to occur.
Off-Premises Extension
A telephone located in a different office or building form the main phone system.
Office code
First three digits of a local seven-digit telephone number.
Offsite night answer
This mode allows incoming after-hours calls to be forwarded automatically to an off site location.
On-hook dialing
Allow a caller to dial a call without lifting up the handset.
Open end
The end of a Switched Access Service that transmits ringing and dial tone and receives address signaling.
Operating time
The time required for seizing the line, dialing the call and waiting for the connection to be established.
Operational grammar
A voice recognition term. A vocabulary structure where certain word sets activate other word sets.
Operator assisted
When a call is placed with the assistance of the carriers operator.
Order entry
Voice processing application that allows someone that has a touch tone phone to buy something by entering their order.
Originating office
The central office that serves the calling party.
Origination
A call that is placed by a mobile subscriber that is either calling a land line or another mobile subscriber.
Out of order tone
This is a tone that tells you that the telephone line is broken
Out pulse dial
A push button dial that will allow people who use rotary phones this will able them to use there rotary phone as a touch tone.
Outdoor jack closure
Closures that protects the jack from outside conditions.
Outgoing sender
Equipment used to transmit call completion information on an interoffice call.
Outgoing station restriction
The ability of the system to restrict any given phone from making outside calls.
Outgoing trunk
A line or trunk that is used to make calls.
Over flow calls
Calls that are sent to other call centers and answering groups it could also be outside service bureaus to handle peak calling loads.
Over-call
Paging calls over and above the standard amount that is allowed to a subscriber.
Override
When a circuit already in use it seized.
OWT
Operator Work Time.
Paid call
The usual type of a toll telephone call automatically billed to the calling telephone number.
PBX
A private branch exchange. A small version of the phone company’s larger central switching office.
PBX extension
A telephone line connected to a PBX.
Peak hour
When the number of calls coming into a center is at their highest level.
Physical link
A real link which attaches two switching systems.
Pilot number
Identifies a hunt group or distribution group.
Pip tone
The tone that notifies you of a call waiting, assuming you subscribe to “call waiting”.
PL
Private line.
Plaster ring
A metal or plastic plate that attaches to a wallboard for the purpose of mounting a telecommunications outlet box.
Plugs
Circuit cards which control many aspects of transmission and carrier circuits functionality and usage.
Pocket call
A call that is made while the phone is in your pocket, most of the time by accident.
Port
The physical interface between a device and a circuit.
Power failure backup
If your power fails, your phone system can operate by switching to a backup power supply.
Prepay
Coin phone operation which requires that the full cost of a call be deposited before a connection is attempted through the central office.
Primary area
A telephone users local calling area.
Private Branch Exchange
A private telephone switching system, usually located on a customer’s premises with an attendant console. It is connected to a common group of lines from one or more central offices to provide service to a number of individual phones.
Prompts
Prerecorded messages or instructions within a voice messaging system that are designed to guide the caller through the system, e.g., “If you know your party’s extension, you may enter it at any time during this message.”
Public switched telephone network
Worldwide voice telephone network accessible to all those with telephones and access privileges.
Quadpod
An antenna mounting system used for mounting an antenna on a sloped roof.
Quantity type indicator
A code that identifies the quantity type for local calling plan charges.
Quarter speed
An international leased teletype line that is capable of transmitting one quarter of Telex speed of 16 2/3 words per minute.
Quarter wave antenna
An antenna, the length of which is 1/4 that of the wave length received.
Queuing
The act “stacking” or holding calls to be handled by a certain person, trunk or a trunk group.
Quick clip
An electrical contact used to provide an insulation displacement connection to telecommunication cables.
Quick plug
A device that adapts to a standard four wire telephone cord into a modular connector.
Quiescent
A fancy word for quiet. No noise. No activity.
Quorum
A family of teleconferencing products linked in a system designed to meet a customer’s teleconferencing needs.
Rate center
Telephone company-designated geographic locations assigned vertical and horizontal coordinates between which airline mileages are determined for the charging of private lines.
RED
Random Early Detection.
Retrial
After failing to complete a call, a person tries again.
Retrofit kit
A conversion kit which makes a standard pay phone into one that will except a credit card.
Return call
Automatically redials the number of the last person who called your number-whether you were able to answer the phone or not.
RF line filter
A device installed on a phone line next to your phone line which filters out sounds at frequencies you select. Those frequencies might be caused by adjacent machinery, nearby power lines or radio towers.
Ring cadence
Your phone rings. In North America, it rings for two seconds and doesn’t ring for four seconds.
Ring cadence acceptance
Is the ability of your customer-owned switching listening device to understand whatever variation of ring cadence it’s presented with.
Ring down circuit
A tie line that connecting phones in which picking up one phone automatically rings the other phone. In a ring down circuit, ringing current is sent down the line. That current may light up a lamp or sound off a buzzer to alert the person there is an incoming call coming in.
Ringer isolator
A device placed on a telephone line to disconnect the ringer when it is an idle state.
Ringing key
A key that sends a ringing current.
Ringing transfer
A PBX feature that will allow you to choose which bells in a group of phones will ring when a call is coming through for that group.
Risk management
Process of identifying, controlling, and eliminating uncertain events that might adversely affect system resources.
ROH
Receiver Off Hook.
Roll call
A teleconference definition for a dial-out teleconference which is operator initiated. The operator will announce each of the participants as the operator adds them to the conference bridge.
Room cut-off
Hotel/motel guest phones restricted from outgoing calls when guest room is unattended.
Rounding
Deleting the least significant digits of the number and applying a rule of correction to the part retained.
Route list
A sequence of trunk groups that can be searched for a particular route. This list is comprised of trunk groups and configuration attributes governing the use of a particular trunk group.
Router
System level function that directs a call to an application (in software).
The central switching offices of the internet and corporate intranets and WANs (in hardware).
Satcom
The short way of saying satellite communications.
Seize
To access a circuit and use it, or make it busy so others cannot use it.
Seizure signal
A signal used by the calling end of a trunk or line to indicate a request for service.
Selective call acceptance
Only allows incoming calls from certain numbers you have selected.
Selective call forwarding
Forwards all calls from a pre-selected list to a specific destination.
Selective call rejection
Blocks incoming calls you have selected.
Selective calling
The ability of the transmitting phone to specify which of several phones on a line is to receive the message.
Self test
The capability of a PBX to run programs at regular intervals to test its own operation and signal when failures have occurred or are about to occur without human intervention.
SOHO
Small office home office
Speech Recognition
The ability of a voice messaging application to understand human speech and transfer it into digital or analog signals.
Speed dialing
A repertory of numbers may be stored in the telephone. Usually a button or two activate speed dialing.
Splash tone
A certain tone used on some phones to let you know that the command you picked has been received or done.
Station
Location that is wired to accept a phone. Also know as an extension.
Station call transfer
A phone user may transfer incoming and outgoing calls to another telephone without attendant assistant.
Station camp-on
A phone can camp-on to a busy extension. The camp-on phone will be notified of the camp-on by a special beep signal.
Station direct station selection
The phone user places a call to an extension within a PBX by pushing a single button on their phone.
Station review
A study of how people in an organization use the telephones and what communication need are not being satisfied.
Station set
It is a telecommunications term for a desk telephone.
Telephonist
It is a term that refers to a switch board receptionist.
Telephony Application Programming Interface (TAPI)
A set of guidelines developed by Microsoft/Intel for connecting individual PCs directly to telephones. TAPI is designed for small business networks.
Telephony Services Application Programming Interface (TSAPI)
A set of guidelines for software developers, produced by AT&T, connecting a corporate telephone system with a computer network’s server. TSAPI is designed for use in large business networks.
Teletraining
Educating and training through telecommunications.
Teleworker
A person who works from their home or some place distant from there company’s office.
Test friendly busy
A test to see if the line is busy.
Test set
A phone handset with special electronics designed to test the telephones circuits.
Test tone
A tone used to find trouble on the phone lines.
Text
Transmitted characters which make up the body of a message.
Toll Saver
When you call to retrieve your messages and hear two rings, it means that there are no new messages. Simply hang-up during the second ring and save the toll charges. If there are new messages, you will hear your own greeting pick up after the first ring.
Trunk
A communication line between two switching systems.
Unattended calls
Calls placed by a computerized dialing system in anticipation of an agent being available to answer the call. A called party is detected answering the phone and no agent is available to serve the call. The system will hang up the party to not create any further nuisance.
Undirected pickup
Allows you to pick up any call ringing at any extension in the pickup group in which your extension is a member.
Unified Messaging
A single point of access for all messages, including voice, e-mail, and fax communications.
Uniform call distributor
A device for distributing many calls uniformly among a group of people, typically agents.
Universal digital loop carrier
A digital loop carrier system whose T-1 lines are powered by a digital channel bank, know as a central terminal.
Universal night answer
A feature of phone systems that permits any phone to pick up any incoming trunk call when the attendant’s console is unmanned and the phone is set up for night answer.
User Profile
Personal data and information that indicates a customer’s phone use habits.
Vacant code
An unassigned area code, central office or station code.
Verified off hook
A service provided by a unit which is inserted on each end of the transmission circuit for the purpose of verifying supervisory signals on a circuit
Virtual extension
An extension that is not associated with any physical port that allows for guest access to the Voice Mail System features. The users of a virtual extension have to log in before they access the system and the features assigned to it.
VODAS
Voice Operated Device Anti-Sing. A device used to prevent the overall voice frequency singing of a two-way telephone circuit by ensuring that transmission can occur in only one direction at any given instant.
Voice band
Voice frequency.
Voice Mail
A message that is left in the caller’s own voice and retrieved by the user at their convenience from any touch tone telephone. Voice mail has been found to be more effective than written messages because it keeps calls confidential, simplifies decision making, saves time and money, eliminates inaccurate messages and telephone tag, and allows people to use their time more productively.
Voice print
A speech template used to recognize and verify callers.
Voice recognition
The ability of a machine to recognize your voice.
Voice stop
When callers interrupt a menu prompt or other instruction on a voice processing system by speaking into the phone.
VoIP substitution
When a customer gets rid of their phone company land line and replaces it with a VoIP solution.
Volume Discount
A lower charge for an extensive use of a service.

Weather trunk group
A trunk group used to inform customers with weather info.
Web callback
A web site that allows you to put in your information for them to call you back.
Who-are-you code
A control character that operates the answer back unit in a terminal for identification of sending and receiving stations in a network.
Wild line
Incoming copper lines that are running outside of a PBX.
Wink
A signal sent between two communications devices as part of a handshaking protocol.
Wink signal
A short interruption of current to a busy lamp causing it to flicker. Indicates there is a line on hold.
Wink start
Short duration off hook signal.
Wire line communications
Communications that require a physical connection, such as wires and cables, between users.
Wire tap
The attaching to a phone line of a piece of equipment whose job is to record all conversations on that phone line.
Wire telephony
The transmission of speech over wires.
Wireless private branch exchange
The WPBX offers business people the ability to make and receive calls using cordless telephones anywhere on a companies premises.
Woo Woo tone
A tone on a telephone line that indicates that the number is unavailable.
X-series recommendations
A set of data telecommunications protocols and interfaces.
X.20
Asynchronous communications interface definitions between data terminal equipment and data circuit terminating equipment for start-stop transmission services on public switched telephone networks.
Xerox network systems
A peer-to-peer communications standard designed for Ethernet.

XXXX
The last four digits of a telephone number are called the “line number”.
Yellow pages
A directory of telephone numbers classified by type of business.
Yellow signal
In telecommunications, a signal sent back in the direction of a failure, indicating that the input of a network element that has failed.
Zapper message
Sent by the supervisor to teat down a virtual circuit after a transmission is done.
Zero call
When you dial “0” to reach a local phone operator.
Zero transmission level point
A level point that is used as a reference point for measuring the power gain and losses of a telecommunications circuit.
Zero usage customer
A customer who has not placed a call over the network even though they are an active customer.
Zip tone
Short burst of a dial tone to an agents headset which indicates a call is connected to a agent console.
Zone usage measured
Usage charge for the calls that are not quite local but are not quite long distance either but not in your calling range.