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Tech Terminology 2023
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    • Tech Terminology 2023

    Owned by Emily Call (Unlicensed)
    Last updated: Feb 03, 2023

    this was copied from an existing doc I found but needs to be updated to be relevant

    ANI - Automatic Number Identification : Not to be confused with CLID.  ANI is the ULTIMATE determination of the origination of the call (most telephone switches on PSTN will pass original ANI along.  However if a MIM switch is taking the call, and initiating a new call the ANI can be manipulated). 

    ANI2 - Automatic Number Identification : Pieces of extra information that can be garnered regarding the origination of the call.  Commonly used to determine if the caller is calling from a Mobile Device.

    API - Application Programming Interface : A way for two different systems to communicate information from one to another (Commonly used are REST / SOAP / Socket and other communications types)

    BRI - Basic Rate Interface : A type of DSL (See ISDN) line (2 B Channel, 1 D-Channel)

    CIC - Carrier Identification Code : Referring to RespOrg of a number, one can schedule a 'CIC' (pronounced Kick) at a specific time so that the number hits a specifically desired platform or route at a specific date / time.

    CLEC - Competitive Local Exchange Carrier : Referring to a "carrier" (i.e. Bandwidth / Blitz / Intelepeer / NexVortex)

    CLID - Calling Line Identification Display : Caller ID (caller identification, CID), also called calling number delivery (CND), calling number identification (CNID) or calling line identification presentation (CLIP).  This CAN be manipulated by equipment to display alternative Ids.

    CSV - Comma Seperated Values : commonly referred to as comma delimited text files.  Data format for passing information to another entity.

    DID - Direct Inward Dial : Standard local dial telephone number

    DNC - Do Not Call : Referring to the Do Not Call Scrub (DNCScrub.com) where we remove numbers from lead lists due to the person's number being on the National Do Not Call List.

    DNIS - Dialed Number Identification Service : Referring to pulling the number that the client dialed to determine what application / campaign to run when it hits a TRUNK GROUP.

    ISDN - Integrated Services for Digital Network (Digital Subscriber Line) : usually used for data / telecommunications to deliver voice / data over B-Channel (Bearer), and D-Channel (Data)

    EBR - Existing Business Relationship : Relating to DNC meaning an existing relationship exists between the client and the lead meaning DNC rules do not apply.  (Someone has essentially subscribed to the clients business and it is safe to call them).

    FLAT File - much like CSV (one record per line), but there is no delimiter.  Usually each field is a specific length of characters.  Parsing is not as simple as CSV.

    IVR - Interactive Voice Response : Computer system that interacts with a caller via Touch Tone, or Voice Recognition interactions. (also VRU - Voice Response Unit / ARU - Automated Response Unit)

    JSON - JavaScript Object Notation : A structured format of data much like XML but with lower overhead.  Commonly used in APIs.

    LOA - also called CFA-LOA Letter Of Authority and Customer Facility Assignment : What is required to initiate a RespOrg adjustment, or change in ownership of a number (moving a number from one carrier to another).

    MIM - Man in the Middle : A method of relaying information from one point to another potentially without either end knowing of the transaction.

    MRCP - Media Resource Control Protocol : Protocol used to stream recorded information from source to destination (usually a speech engine) to translate the spoken word into text.

    NANP - North American Numbering Plan (NPA - NXX - XXXX (Extension) : i.e. 587-585-1106)

    NPA - identifies the 3-digit Numbering Plan Area (Area Code)

    NXX - identifies the Central Office (aka. Exchange) within the NPA

    PANS - Pretty Amazing New Stuff : Deprecated ISDN PRI / T1 interface to communicate through PSTN (Use of ANI / DNIS through a trunk group requires sophisticated switching equipment).

    PBX - Private Branch Exchange : Commonly referred to a private switch (such as asterisk or freeswitch) that allows intelligent routing of calls to different endpoints.

    POTS - Plain Old Telephone System : Single Line communications device where one number rings to one phone.

    PRI - Primary Rate Interface (ISDN) : Commonly in North America 23 B-Channel, 1 D-Channel

    PSTN - Public Switched Telephone Network : Standard wire communications signaling commonly used by telephone operators / carriers.

    RespOrg - Responsible Organization : The company responsible for the TN / TFN and the termination point of said Number.

    RESTful - Representational State Transfer : Commonly used verbs (GET, POST, PUT, DELETE, etc.) used in conjunction with HTTP requests to URIs for communication between locations (See API)

    Script - This is what an agent sees on the screen with form fields.

    SIP - Session Initiated Protocol : Referring to a method in which calls can be delivered to a platform outside of the PSTN

    SOAP - Simple Object Access Protocol : API in which communication is passed back and forth using XML language.  Heavier than JSON, but simpler to implement structured documented services.  Heavily used in .NET architecture.

    Soft Phone - Piece of Computer software that allows VoIP calling from a computer to either the PSTN, or another VoIP device.

    TRUNK - A Group of phone lines that terminate on specific equipment.

    TN - Telephone Number (Same as DID)

    TFN - Tollfree Number (800, 844, 855, 866, 877, 888)

    TTS - Text To Speech : Computer aided creation of voice files using computer simulated voice from typed text.

    VoIP - Voice over IP : Commonly used when referring to SIP communications between two identities.  Other protocols can be used (Voice over Internet Protocol)

    VR - Voice Recognition : trapping / recording utterances through a computer to determine what was spoken and converting it to readable text.

    XML - eXtensible Markup Language : Human readable documents that store data in a structured format. Commonly used in APIs and a requirement for SOAP.

    WebRTC - Web Real Time Communications (Protocol) : Referring to browser to browser communications



    Common in-house only terms

    AOV - Average Order Value

    ASA - Average Speed of Answer

    C3s - Cuore Call Center : Call center software used to take calls over WebRTC. This was originally a demo platform launched in 2012. Also referred to as: V1, legacy platform. Primary developer: Ciprian

    NPA - No Payment Available

    OBTM - OBTM Manual (Out Bound Telemarketing Module)

    V2 - Version 2 : This name should be deprecated, however it is still in use internally. The original concept was to replace C3S with a platform that solved all the limitations of the original system. This system (2016) is now commonly referred to as the Singlecomm Scripting Platform as only the scripting portion is used currently.

    V1/V2 Hybrid - Refers to the use of the Singlecomm Scripting Platform used inside of C3s.



    More terminology (Live Ops) : Report_Tool_-_Field_Glossary.pdf