Glossary of terms — Business VoIP

Glossary of common abbreviations and terms

AA
Auto Attendant, an automated attendant is a pre-recorded menu that allows callers to transfer to an extension without the intervention of a live receptionist

AAC
Adjusted Abandoned Calls Number of calls that abandoned the queue, minus all calls that were abandoned in under 10 seconds.

AAR
Adjusted Abandon Rate The percentage of calls offered that abandoned the queue, minus all calls that were abandoned in under 10 seconds. Calculation: (Adjusted Abandoned Calls) / (Calls Offered)

AAS
Average Answer Speed Average time a call is in the queue before being answered by an agent, in seconds.

AC
Abandoned Calls Number of calls that abandoned the queue before being offered to an agent.

ACO
Adjusted Calls Offered The adjusted number of calls that reached the queue. ACO excludes calls abandoned in less than 10 seconds.

AH
Average Hold Time Average time a caller spends on hold with an agent. AH excludes waiting time in the call queue.

AHT
Average Handle Time Average time an agent spent on a call. AHT includes Talk Time (TT), Hold Time (HT), and Disposition Time (ACW).

AR
Abandon Rate The percentage of calls that were offered and abandoned in the selected queue. If none are selected, the total for all queues is displayed. Calculation: (Abandoned calls) / (Calls offered)

AST
Assisted Calls Handled Number of calls answered and passed onto a different agent for further handling.

ATA
Analog Telephone Adapter

ATT
Average Talk Time Average number of minutes spent by an agent talking per answered call on calls originating through a call queue.

CDR
Call Data Records

CH
Calls Handled Number of calls answered by agents originating through a call queue.

CO
Calls Offered Number of calls that reached the queue that will be dispatched to agents. CO includes abandoned calls and excludes forward calls and voicemails.

CPE
Customer Premises Equipment

CRM
Customer Relationship Management

CSR
Customer Service Record

DECT
Digital Enhanced Cordless Communications

DID
Direct Inward Dialing

DSL Internet
Digital subscriber line

DT
Percent Dial Transfers The percentage of calls landing in a queue and were offered to an agent.

FWD
Forward Number of calls forwarded to another queue or an offnet (a non-Versature) phone number for handling. FWD includes forwarded calls to voicemail.

IVR
Interactive Voice Response Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.

LAN
Local Area Network

LNP
Local Number Portability

MAC Address
Media Access Control Address

MC
Missed Calls Number of calls originating through a call queue offered to an agent but not answered.

MPLS
Multiprotocol Label Switching

MRR
Monthly Recurring Revenue

MSP
Managed Service Provider

NAP
Network Access Point

NPA
Number Plan Area (Area Code)

NXX
The three digits of a phone number immediately following the area code, also called the “exchange” or the “Central Switching Office Designation." In the number (555) 222-3333, the NPA is “555” and the NXX is “222”

PBX
Private Branch Exchange

POE
POE describes any of several standard or ad-hoc systems that pass electric power along with data on twisted pair Ethernet cabling. This allows a single cable to provide both data connection and electric power to devices such as wireless access points, IP cameras, and VoIP phones.

Point to point Internet
Point to point dsl and cable all are effectively the same concept. You have a cable connection of some sort. The difference is that dsl is run through phone lines in the ground so the availability is higher/wider. Cable is faster but requires a coaxial connection whereas point to point is the same concept but a different cable that's usually rented from another provider.

QoS
Quality of Service

Roll-Over Lines
Rollover lines are used with traditional landlines to enable businesses to handle more than one phone call at a time. The concept with rollover lines is that one landline can only handle one call, so any additional calls would roll over to the next line.

SaaS
Software as a Service

SIP
Session Initiation Protocol

SIP Trunking
The use of VoIP to facilitate the connection of a traditional PBX to the Internet. The Internet replaces the conventional telephone trunk, allowing a business to communicate with a traditional PSTN subscriber.

SL
Service Level The percentage of calls originating through the call queue that are answered within 60 seconds or less.

SLA
Service Level Agreement

STUN
Simple Transversal of UDP through NATs A protocol for assisting devices behind a NAT firewall or router.

Traffic Shaping
Bandwidth management used on networks to optimize performance. At Versature, we traffic shape Voice to ensure high call performance.

TT
Talk Time Number of minutes spent by an agent on answered calls originating through a call queue.

UCaaS
Unified Communications as a Service

VARS
Value Added Reseller

VM
Voicemail Number of calls handled by the automated voicemail system.

VOL
Call Volume Number of calls originated through the selected queue. If none are selected, the total for all queues is displayed. VOL includes answered calls, abandoned calls, forwards, and voicemails.

WAN
Wide Area Network