IP Telephony Definitions
Automatic Call Distribution (ACD)—A feature that manages incoming calls and handles them based on the number dialed and established rules like workgroup queuing and skills-based routing. ACD can be used to validate callers, make outgoing calls, forward calls, allow callers to record messages, gather usage statistics, and balance phone line usage.
Find-me/follow-me—A feature that allows a caller to place one phone call and have it reach you wherever you are and on whatever phone (home, office, mobile).
Gateway In VoIP systems—A network device that converts voice and fax calls in real time from the public switched telephone network (PSTN) to an IP network.
High-availability—Typically a strategy to ensure systems are working at all time so that no calls or messages are lost.
Interactive Voice Response (IVR)—An application where information is accessed over the phone. Computer telephony components are used to translate the caller’s touch-tone or voice commands issued in response to an audio menu. Voice commands are spoken over the phone to the caller, providing direction on what to do next. These commands can be pre-recorded or text-to-speech prompts.
Internet Protocol (IP)—Part of what defines the transmission of information over networks. IP tracks addresses of nodes, routes messages and recognizes incoming messages. In many ways, it is the foundation of the Internet.
IP Telephony—A term often confused with VoIP when describing the transmission of voice (live and as messages) over the Internet. When you place a call, the signal is digitized and transmitted as a series of packets. The call is sent to another IP address (for the person you are calling) and the packets are reassembled and the call connected. Special PSTN/Internet gateways enable regular callers to reach IP phones and vice versa.
IP Phone—A device that converts voice to digital signals and packetizes them for transport. These devices plug into the Ethernet. One of the great benefits of this approach is that wherever you plug in, your phone is instantly recognized, easing the burden of office moves.
IP PBX (Internet Protocol Private Branch eXchange)—A private telephone system typically supporting a building or group of buildings. At first these systems required an operator to connect calls. Later this was replaced with the ability to dial directly or go through an automated attendant. IP PBX systems use an IP telephony server to handle all call processing functions and control gateways to the PSTN and other IP PBXs. IP PBXs support both voice and data.
PSTN (Public Switched Telephone Network)—The worldwide telephone network consisting of local, long distance and international carriers.
QoS (quality of service)—The measure of a system’s ability to handle traffic with minimum delay and high availability.
SIP (Session Initiation Protocol)—A standard for starting, maintaining and ending user sessions involving interactive media such as video, voice, and chat.
Soft phone (or softphone)—Software that works on PCs and other non-traditional devices and lets you place and receive calls. Usually you must use a headphone and microphone with a soft phone.
Speech Recognition—Specialized technology that lets you use a series of commands or key words to control applications. Speech Recognition can aid you in moving through a complex logic flow and thereby route your call to an appropriate contact center agent, for example. This technology is very useful in situations that require hands free and eyes free operation.
Telephony—The process of converting voice into a signal that can travel great distances and then reconverting it to audible sound.
Voice Over Network (VON)—The process of sending voice over a data network. VoIP is an example of VON.
VoIP—The technology used to transport voice traffic over LANs, WANs and VPNs.