The VoIP world can be difficult to get a grasp on if you haven’t been properly introduced. We get it. There is a lot to understand and, if it’s your company, you probably want to understand it well.
Common Acronyms
ATA – Analog Telephone Adapter
An accessory that serves as a bridge between POTS and VoIP, an ATA connects a traditional phone to an IP network. It is perfect for integrating on-premises devices like fax machines, alarms, elevators, or credit card machines into a VoIP network.
BYOD – Bring Your Own Device
A policy permitting a business to employ a PBX system not provided by their Internet Telephony Service Provider.
DID – Direct Inward Dialing
A block of virtual phone numbers, or extensions, is utilized for dialing into a PBX system.
DoS – Denial of Service
A disruption that prevents a user from accessing the internet.
| FCC – Federal Communications CommissionThe Communications Act of 1934 established an independent agency tasked with regulating communications in the United States, encompassing both domestic and international spheres. |
ISP – Internet Service Provider
A company that provides internet access.
ITSP – Internet Telephony Service Provider
A company that provides VoIP phone service.
LAN – Local Area Network
An IP network can encompass a small, confined area. Its size may vary from a single room or suite to an entire office building or complex, based on its configuration.
PBX – Private Branch Exchange
A business phone system that uses local phone lines to route calls to and from users.
PoE – Power over Ethernet
A power source that delivers electricity to remote devices via a network cable through Ethernet is known as Power over Ethernet (PoE). This technology allows Ethernet cables to carry direct current (DC) power, in addition to data signals, to devices that lack a convenient local power source, such as IP cameras and VoIP phones.
POTS – Plain Old Telephone Service
Analog phone service transmits voice data via copper wires and is commonly referred to as landlines.
PSTN – Public Switched Telephone Network
The traditional telephone network, known as PSTN, employs circuit switching to establish landline calls.
QoS – Quality of Service
Rules and devices are utilized to manage the initial allocation of resources on a network, enabling the ITSP to monitor and reduce latency, jitter, and packet loss.
SIP – Session Initiation Protocol
Rules are employed to establish connections between VoIP endpoints and to transfer voice data across the internet.
VoIP – Voice Over Internet Protocol
VoIP, or Voice over Internet Protocol, is a comprehensive term that includes the set of standards for making and transmitting voice calls via the internet, also referred to as IP telephony.
WAN – Wide Area Network
An IP network that spans a vast geographical area is known as a Wide Area Network (WAN). These networks are capable of connecting offices across different cities, states, and sometimes even countries. Additionally, WANs have the ability to link together multiple Local Area Networks (LANs).
Making Sense of Industry Lingo
Bandwidth
Bandwidth measures the volume of data your network can manage simultaneously. This measurement of bandwidth reflects the speed of your network and can be utilized to assess its capacity and compatibility with VoIP services.
Cloud Based
A VoIP solution centralizes the PBX system and servers in cloud data centers. Cloud-based business phone systems can significantly lower your initial investment and minimize the amount of on-site equipment, if any is needed at all.
Codec
The technology used to compress voice data before transfer enables it to travel quickly and transmit voice data in real-time. The quality of the voice codec significantly affects the Quality of Service.
e911
Contrary to initial assumptions, the "e" in e911 actually stands for "enhanced," offering emergency support for VoIP users.
eFax
Fax machines are often incompatible with VoIP systems. The adage "you can't teach an old dog new tricks" applies here. eFax offers a modern solution by enabling the sending and receiving of faxes through email, bypassing the need for outdated equipment. Crucially, eFax is designed to work seamlessly with your VoIP system.
End of Life
Manufacturers often discontinue the production and support of a product or service. Typically, vendors issue a notice of intent that provides the official end-of-life date and instructions on actions to take for system replacement or upgrade.
Firewall
Equipment and software that prioritize network security and allocate a portion of bandwidth are essential.
Hosted
Companies can opt for solutions that allow them to lease equipment and services rather than purchasing a PBX system outright, as typically occurs with premise-based systems.
Hybrid
Hybrid PBX systems combine traditional PBX with VoIP through an ATA. This solution is commonly adopted as an interim measure when a business must utilize equipment incompatible with VoIP yet wishes to reduce costs on phone services.
Jitter
A symptom of bandwidth overload is when a phone's connection cuts in and out. Jitter occurs due to an imbalance in the transport of voice data, which can be caused by excessive or insufficient network traffic.
Latency
The duration of a voice data transfer is contingent on the connection speed. A slower connection equates to increased latency measurements, commonly referred to as lag.
Managed
A VoIP solution allows users to log into the PBX to adjust settings and functions. Managed service providers can manage your system, saving your IT team time and resources, ultimately reducing costs for your company over time.
Packet Loss
Data loss can occur when there is an incomplete transfer of "packets," or compressed data. This often happens when network traffic surges beyond the available bandwidth. Occasionally, to avoid latency and jitter, the network may reach a "jitter buffer" threshold and choose to discard some packets.
Ping
A ping is a signal that measures the time it takes to transfer data from one network to another. It is useful for diagnosing Quality of Service problems. Typically, it's the initial step a support agent takes to address the fundamental question: "Is the network active?"
Premise Based
PBX solutions necessitate a company to purchase and install hardware to manage their system onsite, commonly referred to as On-Premises.
Provisioning
Programming a network or a PBX system involves configuring it to accept services and perform specific functions.
Seat
A dedicated phone number, or an extension, enables the routing of calls to a specific line within a PBX system.
Static IP
A permanent internet address that consistently uses the same numbers is known as a static IP, in contrast to a dynamic IP which changes periodically.
Switch
A device that connects voice calls across a VoIP phone system using packet switching technology.
A Feature by Any Other Name
Auto Attendant
Also known as Virtual Receptionist or Phone Tree
An auto attendant provides callers with a "map" to navigate to their desired destination, such as a specific department or individual. For instance, it may prompt you to "press 1 for support," after which it directs the call to a predetermined destination.
Automatic Call Distribution (ACD)
Once a caller selects an option through an auto attendant or IVR, the ACD system directs the call to the appropriate call group or extension.
Barge In
Also known as Call Barge
Enables a user, like a manager or supervisor, to join or assume control of a live phone call by converting it into a three-way conference.
Find Me, Follow Me
Call routing tools enable you to receive calls regardless of your location. These tools are designed to forward calls and simultaneously or sequentially ring multiple phones.
Ring Anywhere
This technology assigns a single phone number to multiple devices, enabling a user to receive calls simultaneously on their cell phone, desk phone, and softphone.
Ring Groups
A set of phone numbers is configured to manage incoming calls either by ringing the entire group simultaneously or by directing the call to each available extension within the group until it is answered. It is important to note that this is distinct from a call queue.
Call Queueing
A common feature in call centers, this configuration ensures that each call in the queue is consistently directed to the next available line in the system.
Hot Desking
This feature enables a user to transfer their account, profile, and settings to a new phone by simply logging in, facilitating seamless transitions between desks or offices within a company.
Interactive Voice Response (IVR)
IVR systems allow callers to interact using voice commands rather than the manual entry required by traditional auto attendants. They can be set up to respond to "yes" or "no" inquiries and perform actions based on the caller's answers. With advanced voice and natural language recognition capabilities, an IVR could potentially manage more intricate responses.
Listen In
Also known as Silent Call Monitoring or Whisper
Allows a user to listen to a live phone call, without the other participants’ knowledge.
Park
Places a call on hold to be picked up on a different phone or device.
Presence Indication
Also known as Busy Lamp Field
Symbols or colors are often used to indicate the availability status of users. The most common statuses are available, busy, away, and do not disturb.
Virtual Extensions
A unique phone number is designed to forward calls to another phone number or extension.
VoIP Glossary