Business communications
glossary.

10DLC (10-digit long code) is the US standard for business SMS from 10-digit numbers. Requires brand and campaign registration to avoid carrier filtering.

ACW (After-Call Work) is the time an agent spends on post-call tasks like notes, CRM updates, follow-ups. AI reduces ACW by automating wrap-up work.

An auto attendant is an automated phone menu that greets callers and routes them to the right extension or department without a human receptionist.

ACD (Automated Call Distribution) is a system that routes inbound calls to the most appropriate agent or queue based on skills, availability, and rules.

AHT (Average Handle Time) is the total average time an agent spends on a customer interaction including talk, hold, and after-call work. Lower AHT means efficiency.

Call barging is when a supervisor joins a live call with both the agent and customer able to hear them. Used for urgent escalations and high-risk moments.

A call center is a voice-only customer service operation handling inbound and outbound calls. Contrast with omnichannel contact centers that add digital channels.

Call routing software automatically directs inbound calls to the right agent or team using skills, time, and intent rules. Types, features, and setup explained.

Call whisper lets a supervisor speak to an agent during a live call without the customer hearing. Used for real-time coaching, especially in training scenarios.

CCaaS (Contact Center as a Service) is cloud-delivered contact center software for managing voice and digital customer interactions with AI, routing, and analytics.

CSAT (Customer Satisfaction Score) measures how satisfied customers are with an interaction or overall experience. Post-interaction surveys, scale 1-5 typical.

A DID (Direct Inward Dialing) number is a virtual phone number that routes directly to a specific user or extension, eliminating the need for an operator.

The Do Not Call (DNC) list is the US National Do Not Call Registry of phone numbers that have opted out of telemarketing calls. Scrub outbound lists or face fines.

E911 (Enhanced 911) is the US requirement that phone service route emergency calls to dispatch with the caller's location. Critical for VoIP deployment compliance.

FCR (First Call Resolution) is the percentage of customer issues resolved on the first interaction without a callback. Highest-leverage contact center metric.

Hosted PBX is a cloud-based business phone system where the provider operates all infrastructure. No on-premises hardware, per-user subscription pricing.

IVR (Interactive Voice Response) is an automated phone menu that routes callers using voice prompts and keypad input. Modern AI IVR understands natural language.

NPS (Net Promoter Score) measures customer loyalty by asking how likely they are to recommend you. Industry standard for relationship-level customer sentiment.

Number porting is transferring your phone number from one carrier to another. Free on DialPhone, typical 2-5 business days, zero service interruption.

Omnichannel customer service unifies every customer touchpoint: voice, SMS, email, chat, social: into one continuous conversation with shared context.

A PBX (Private Branch Exchange) is a business phone system that routes calls between internal extensions and the outside world. Traditional vs. modern cloud PBX.

Predictive dialer definition: outbound call automation that dials multiple numbers and connects answered calls to agents. Maximizes talk time under TCPA rules.

SIP trunking delivers voice calls over the internet using Session Initiation Protocol. It connects on-premises PBX or SBC to a VoIP provider for PSTN access.

A softphone is a software application that makes and receives phone calls using your computer, laptop, smartphone, or tablet instead of a physical desk phone.

STIR/SHAKEN is the US framework for authenticating caller ID on VoIP calls to combat spam and spoofing. Required by FCC for carriers. Raises trust scores.

The TCPA (Telephone Consumer Protection Act) is a US federal law restricting telemarketing calls, auto-dialed calls, and unsolicited SMS without prior consent.

UCaaS (Unified Communications as a Service) is cloud-delivered business communications combining calling, messaging, meetings, and collaboration in one platform.

Voice broadcasting sends one pre-recorded phone message to many recipients at once. How it works, legitimate uses, and the TCPA rules that govern it.

Non-fixed VoIP numbers are not tied to a physical address, unlike fixed VoIP. Learn the differences, use cases, and how non-fixed VoIP works for business.