VoIP Terminology Explained: A Glossary for Beginners

F

• Fax Server
• First Mile
• Frame Relay
• Full Duplex
• Foreign Exchange Office
• Foreign Exchange Station
• Facsimile
• Forwarding
• Fixed Mobile Convergence
• Find-Me/Follow-Me
• First Contact Resolution

Fax Server

Fax Servers are shared devices, they are installed on a LAN. These servers are used to send and receive faxes over an office. These servers are connected to every workstation, allowing users to send and receive them without issue.

First Mile

First Mile stands for Local Loop. It is known as the final step for delivering communications to customers.

Frame Relay

Frame Relay stands for packet-switching methods. These methods are used on available bandwidth when needed.

Full Duplex

Full duplex stands for the ability to communicate simultaneously. It sends and receives information without losing the overall quality.

Foreign Exchange Office

FEO stands for Foreign Exchange Office. It is a system that consists of a telephone signaling interface. It is used because it generates off-hook and on-hook indications at the foreign exchange station.

Foreign Exchange Station

A Foreign Exchange Station in a telecom system is used as equipment that delivers line power. Further, it generates dialtone and ringtones on a device.

Facsimile

Fascimile stands for analog transmission of documents. These documents include images and other items over telephone networks.

Forwarding

Forwarding is a system that redirects calls from one phone to another. Further, with this system, there is no need to answer the call first.

Fixed Mobile Convergence

Fixed Mobile Convergence removes barriers between wireless and wired telecom networks.

Find-Me/Follow-Me

Find-Me/Follow-Me is a feature that allows calls to find you wherever you are.

First Contact Resolution

First Contact Resolution stands for contact centers’ ability to resolve customer complaints at the very first interaction.

G

• GUI
• 711
• Gateway
• 723.1
• Gateway In VoIP systems
• 729
• Gigaset
• dmt
• lite
• SHDSL
• Gatekeeper
• GRE
• GSM 6.10

GUI

GUI stands for Graphical User Interface. The GUI is the first and foremost interaction any user has with the dashboard. The most common use of this GUI is for CPE-type device configuration.

G.711

G.711 stands for ITU-T standard for audio compression. There are two standard algorithms: the μ-law algorithm and the a-law algorithm. Both of these algorithms are specifically designed to improve the processing of computer devices.

Gateway

Gateway stands for a device that connects different network technologies with each other.

G.723.1

The G.723.1 codec is an application that is used in the VoIP telecom application. The reason behind their usage is that they require lower bandwidth. It has the ability to compress voice audio to 30 millisecond segments.

Gateway In VoIP systems

A gateway in a VoIP phone system is a device responsible for converting voice and fax calls in real-time. These calls and faxes come from PSTN to an IP network.

G.729

The G.729 codec is an application used in VoIP telecommunication applications. The reason behind their usage is that they require lower bandwidth. It has the ability to compress voice audio to 10 millisecond segments.

Gigaset

Gigaset is a manufacturer from Germany that is famous for its DECT and VoIP phones.

G.dmt

G.dmt stands for line modulation. It was specified by ITU G.992.1 recommendations.

G.lite

G.lite stands for line modulation. It was specified by ITU G.992.2 recommendations.

G.SHDSL

G.SHDSL is used to transport symmetrical data from 192 kbps to 15.3 Mbps.

Gatekeeper

Gatekeeper is a component of H.323. It is designed to manage the inbound and outbound bandwidth from LAN. Another role of gatekeepers is registering clients and coordinating communications with other gatekeepers.

GRE

GRE stands for Generic Routing Encapsulation. It is a protocol that encapsulates other protocols. This system serves as a medium to route over IP networks.

GSM 6.10

GSM 6.10 stands for Groupe Speciale Mobile 6.10. It is also known as Global System for Mobile Communications 6.10. it is a codec that transfers and compresses data over a lossy Constant Bit Rate.

H

• 245 Tunneling
• 323
• HTTP
• HTTPS
• High-Availability

H.245 Tunneling

The encapsulation of H.245 messages is done by h.245 Tunneling within H.225/Q.931 messages.

H.323

H.323 offers seamless ITU standard audio, video, and other data transmission through packet switching-based networks.

HTTP

HTTP stands for Hypertext Transfer Protocol. It is a protocol for transmitting information.

HTTPS

HTTPS stands for Hyper Text Transfer Protocol Secure. It is the secure version of HTTP.

High-Availability

High availability stands for devices and deployment strategies. These strategies are designed to provide access to full-functioning systems.

I

• IP
• ITSP
• IVR
• IAC
• ILEC
• Internetwork
• Interoperability
• Intranet
• Internet
• Internal Call
• Internet Telephony
• Inter-Asterisk-Exchange
• Incoming Call
• IP streaming video
• IP-PBX
• Internet Congestion
• IP Address
• IP Phone
• IPsec
• ISP
• Inbound IVR
• Informational Extensions
• ITU
• IEEE 802.11e
• IP Mapping

IP

IP stands for the Internet protocol. IP consists of a set of rules that are required to format digital packets of information. This enables the internet network to send and receive information from and to other computers.

ITSP

ITSP stands for Internet Telephony Service Provider. The ITSP provides Internet telecommunications services on VoIP. Furthermore, it is another name for a VoIP service provider.

IVR

IVR stands for Interactive Voice Response. It is a technology used to interact with users with computers. The communication made by users to the computer is done with the help of speaking commands or a keypad.

IAC

IAC  stands for Integrated Access Concentrator. This technology is an access gateway that provides aggregation and switching options for multiple DSL connections.

ILEC

ILEC stands for Incumbent Local Exchange Carrier. The telephone companies operating in the U.S. fall under the 1996 Telecommunications Act. It is also known as Baby Bells.

Internetwork

Internetwork stands for a group of networks interconnected with each other. It is also known as the internet.

Interoperability

Interoperability is a protocol that grants different vendors the ability to use equipment to communicate.

Intranet

Intranet stands for a private internet network. It consists of the same standards, hardware, and software but lacks public access.

Internet

The Internet is a public IP-based packet-switched network. Furthermore, today’s Internet is made from over tons of millions of computers and subnetworks.

Internal Call

An Internet call is a call that establishes communication between two users. Moreover, each of these users is logged on to the same phone system.

Internet Telephony

Internet Telephony is a way of transmitting human voice over the Internet in real-time. There are several components:

• Client Side

On the client side, the user’s personal computer must be equipped with a voice modem that can digitize your voice.

• Direct or Dial-up Connection

The user must use a direct or dial-up connection that transmits voice in the form of a packet to reach its destination.

• Person’s Phone

The internet connection searches the IP address. This way, servers or beacons identify the person’s phone over the system.

4) PSTN/Internet Gateways

PSTN/Internet gateways allow users to complete the call by allowing both the sender and receiver to speak. The regular phone system enables phone-phone calls. On the contrary, VoIP phone systems allow internet calls.

Inter-Asterisk-Exchange

IAX stands for Inter-Asterisk-Exchange. It is a protocol that is used by Asterisk telephone systems to connect multiple Asterisk servers.

Incoming Call

An incoming call is an external call being received from the outside world. These calls can be received over a PBX, VoIP phone system, or simple telephone system.

IP streaming video

An IP streaming video is a video that enables users to communicate over video calls in a group.

IP-PBX

An IP-PBX is a phone system designated for businesses or companies. This phone system manages telephone calls inbound or outbound the enterprise. It also acts as a gateway to the data and voice over the network. Moreover, IP-PBX comprises a switch, router, and PBX system that handles VoIP calls.

Internet Congestion

Internet congestion is a term that is used when the network is overcrowded with traffic. It occurs when a large number of data is transmitted over the internet with low bandwidth. This results in high latency because the system cannot handle the large volume of traffic over the network.

IP Address

The IP stands for Internet protocol, and the address is the Internet address. This internet address is a set of numeric numbers that form an address assigned to a user over the internet. There are four sets of numbers, such as XXX.XXX.XX.X. In addition, every user over the internet possesses a unique IP address.

IP Phone

An IP phone is a phone which is similar to a traditional phone. The main difference between a traditional phone and an IP phone is its ability to connect to the Internet. In contrast, the traditional phone is incapable of doing so.

IPsec

IPsec stands for Internet Protocol Security. It is a network protocol that authenticates and encrypts the data packets over the network.

ISP

ISP stands for Internet service provider.

Inbound IVR

Inbound IVR stands for the system that can deal only with incoming calls. Businesses and companies generally use this inbound IVR system so that they can offer interrupted systems to their customers.

Informational Extensions

Informational Extensions are extensions callers listen to gather information about the company’s departments. They can only listen to the instructions and do not leave any messages.

ITU

ITU stands for International Telecommunication Union. This union has the mandate to set the standards for facsimile communications. It was previously known as CCITT.

IEEE 802.11e

IEEE 802.11e is the modern form of 802.11 standards. They formulate the quality standards for the LAN applications.

IP Mapping

IP mapping is a term used to address the IP based on their geographical locations.

J

• Jitter

Jitter

It simply refers to the variability in packet arrival times during a VoIP call. It can cause distortions and delays in the audio or video you receive. For example, your call might have gaps or uneven sound if packets arrive at irregular intervals. Jitter is caused by network congestion or other issues that affect data transmission. To manage jitter, network administrators can use buffering and QoS techniques to smooth out packet delivery. Reducing jitter is crucial for maintaining high-quality VoIP calls with minimal disruptions.

K

• KPI
• Kbps

KPI

KPI stands for Key Performance Indicator. It is a measure to monitor and review the performance of contact centers in regular reports.

Kbps

Kbps stands for kilobits per second. This is a term used to indicate the speed of data transfer. To better understand whether a user’s computer modem is at 1 Kbps speed. This refers to the modem’s tendency to route data at the speed of one thousand bits per second.

L

• LAN
• LEC
• Latency
• Local Number
• LNP
• Layer
• Loopback
• Lag

LAN

LAN stands for Local Area Network. The local area network consists of a large number of computers interconnected with each other. IP phones connect wirelessly, or the user must directly plug into the LAN.

LEC

The LEC stands for Local Exchange Carrier. They are responsible for delivering calls within a particular area. There are two main types of LEC. ILEC and CLEC. ILEC stands for incumbent Local Exchange Carrier. And CLECL stands for Competitive Local Exchange Carrier.

Latency

Latency is the delay between sending and receiving data during a VoIP call. It affects how quickly your voice reaches the person you’re talking to and can impact call quality. For example, if there is high latency, you might experience delays or interruptions in the conversation. Latency is measured in milliseconds, and lower latency is generally better for clear and smooth communication. Network optimization and proper configuration of VoIP systems are essential to reduce latency. Minimizing latency helps ensure that conversations are natural and free of noticeable delays.

Local Number

The local number can be defined as a number that contains a particular area. It is called an area code, corresponding to a city, state, or even a country.

LNP

LNP stands for Local Number Portability. This system allows telephone users to port from one service to another without issues. This system’s primary role is to let the users keep their current phone number while switching from one phone service provider to another.

Layer

Layer stands for a logical level in the Open Systems Interconnection model.

Loopback

It is a procedure to check the data line problem or issues with any single equipment facing issues or needs to be replaced. In this process, a test message is sent to its origination point.

Lag

Lag is a term that is used whenever there is a delay in the travel time of a data packet. The time measured during this process is counted from the data transmitted from one computer until it returns.

M

• MCU
• MDF
• MDU
• MHU
• MIB
• MSAR
• MSBR
• MTU
• Messaging
• Microfilter
• Modem
• MOS
• Multiplex
• Main Greeting
• Mobile Voice
• Multichannel Cloud Contact Center
• Multi-Level IVR System

MCU

MCU stands for Multi-Commercial Unit. It is a building that has commercial usage with tenants. Examples of MCUs are office buildings, commercial centers, or shopping malls.

MDF

MDF stands for Main Distribution Frame. This is the main point where local loops are terminated. This is a point in the central office.

MDU

MDU stands for Multi-Dwelling Unit. It is a building that houses residences. Examples of MDUs are apartment buildings.

MHU

MHU stands for Multi-Hospitality Unit. It is also known as Multi-Hotel Unit. Examples of MHUs are hotels and motels.

MIB

MIB stands for Management Information Base. It is a database that manages SNMP objects. This system is used to provide network management information.

MSAR

MSAR stands for Multi-Service Access Router. It is a device that has the option of integrating WAN technology.

MSBR

MSBR stands for Multi-Service Business Router. It is a customer premises for devices that offer multi-service purposes without any of the WAN interfaces.

MTU

MTU stands for Multi-Tenant Unit. It is a building that houses multiple tenants.

Messaging

Messaging is a term in the computer world that can store and forward messages. It includes e-mails, voice mail, facs mail, or any broadcast messaging.

Microfilter

A microfilter filters all the broadband signals from phone signals. It enables users to operate on the same line. Further, these filters have two sockets—one for the broadband router and one for the phone.

Modem

A modem is a special equipment that converts digital signals to analog signals. Further, modems are the primary equipment designed to transmit data signals over the telephone network. Note that the network is analog.

MOS

MOS stands for Mean Opinion Score. The voice quality over any network is determined using a MOS scale.

Multiplex

Multiplexing is a technique that specializes in combining input signals from sources into a single communication. In addition, with this technique, a single communication channel is used to carry out several messages at the same time.

Main Greeting

The main greeting from a phone system is due to its auto-attendant feature. This system automatically greets all the inbound callers with a pre-recorded message. The message will be chosen by the business owners or anyone responsible for the customer department.

Mobile Voice

Mobile voice is known as voice access. It is referred to as voice control. This technology allows users to control their mobile phones by speaking commands.

Multichannel Cloud Contact Center

As the name indicates, it is a cloud-based contact center for customers. This system offers customers solutions for any outbound and inbound calls. This communication channel provides solutions in text messages, voice notes, web e-mail, and social media posts.

Multi-Level IVR System

Multi-Level IVR System is a voice technology that serves as an auto-receptionist. It comes with self-help features. The Multi-Level IVR provides customers with a solution or drives them to the concerned person who is assigned to solve particular problems.

N

• NFV
• NMS
• NOC
• Night Switch
• Network
• Notifications
• Node
• NSP
• NAT
• Natural Language Processing
• Number Portability
• Number Transfer
• NANP

NFV

NFV stands for Network Functions Virtualization. It is a new technology in networking that carries out the network elements in the software-hosted or hardware environments.

NMS

NMS stands for Network Management System. It is a computer system that is used to monitor, control, and coordinate with all network devices.

NOC

NOC stands for Network Operations Center. It is a center where all the operations relating to the network are monitored and controlled.

Night Switch

Night Switch is a function that allows the automatic activation of absent messages—for example, counting outside office hours, weekends, or holidays.

Network

The network is referred to as the integration of multiple computers sharing the same services and resources. This allows them to communicate with each other.

Notifications

Notifications are the types of system-generated messages. These messages can inform the users of the events such as missed calls or incoming voicemails.

Node

A node is a switching point on the network.

NSP

NSP stands for Network Service Provider. Local telephone companies offer these services. Further, ISPs also provide these offers.

NAT

NAT, or Network Address Translation, is used in routers to map private IP addresses to a public IP address. This process can impact VoIP performance by complicating the direct connection between devices. For example, if your VoIP device is behind a NAT firewall, it might face issues connecting to other devices. NAT is necessary for managing IP addresses in private networks but can be addressed with protocols like STUN and TURN to ensure smooth VoIP operations.

Natural Language Processing

Natural Language Processing turns audio speech or text into structured, encoded information.

Number Portability

Number Portability can transfer your telephone number from one service provider to another.

Number Transfer

Number Transfer is known as number porting. Users can transfer their numbers from one service provider to another.

NANP

NANP stands for North American Numbering Plan. It is a telephone numbering system established in 1947. This plan covers the United States, Canada, and neighboring areas.

O

• OAM
• Omnichannel Routing
• OC-3
• Outgoing Call
• OC-12
• Outbound IVR
• Offline
• Online Call Reports
• Online
• Omnichannel Cloud Contact Center
• Outbound Call

OAM

OAM stands for Operations, Administration, and Maintenance.

Omnichannel Routing

Omnichannel Routing is a method in which organizations proactively blend outbound and inbound contacts. This method is done across various digital and voice channels. The applications used during this method are ACD, IVR, and AI chatbots.

OC-3

OC-3 is a fiber optic line. It is capable of providing a speed of 155 Mbps of bandwidth.

Outgoing Call

Outgoing calls are the calls that leave the internal network. These calls are destined to the outside world. This is the reason why they are called external calls.

OC-12

OC-12 is a fiber optic line. It carries 622.08 Mbps of bandwidth.

Outbound IVR

Outbound IVR is a technology for IVR which contact centers use for outbound messages. This technology allows users to engage their customers using channels like messages, social media posts, voice calls, automated voice calls, or e-mails.

Offline

Offline is a synonym which is used for being consequently unreachable.

Online Call Reports

Online Call Reports are those reports that contain your previous precious data pertaining to calls, voicemails, and messages. These reports offer a complete analysis of the usage and the presence online.

Online

Online is a term used for getting connected and consequently reachable.

Omnichannel Cloud Contact Center

Omnichannel Cloud Contact Center is an online system that allows users to switch back and forth across communication channels. Further, this system offers complete control over outbound and inbound calls across various communication channels.

Outbound Call

Outbound calls are initiated outside the organization’s boundaries from a call center agent to a customer.

P

• Packet
• Packet loss
• Provisioning
• Peer-to-Peer
• Pickup Group
• Polycom
• Port
• PoE
• PRI
• Protocol
• Provider
• Packet switching
• PoP
• POP
• POTS
• POTS Splitter
• PPP
• PPPoE
• Protocol
• PSTN
• PSTN failover
• PSTN (POTS) gateway
• PTM
• PTT
• Punchdown block
• POTS
• PSTN
• PBX
• Packet Loss

Packet

A packet is a logically grouped unit of data. Packets contain information that is to be transmitted.

Packet loss

Packet loss can be defined as the loss of data packets during transmission over a computer network. This may happen because of high network latency or the overloading of switches or routers that cannot process or route all the incoming data.

Provisioning

Provisioning can be explained by configuring an IP phone over an IP telephony server or PBX.

Peer-to-Peer

Peer-to-peer can be explained as where two or more users share files in real time. Also, they can share data, traffic, and networks.

Pickup Group

Pickup Group links several telephone devices into a pickup group. It allows the agents to pick up calls from other phones of this group.

Polycom

US American manufacturer of VoIP phones and other devices.

Port

The Hardware connection of a device.

PoE

PoE stands for Power over Ethernet. It determines the power distributed to the network via cable or other devices.

PRI

PRI stands for Primary Rate Interface. It is an ISDN connection that provides connections for 30 telephone channels.

Protocol

A protocol regulates the time scheduling of data transfer.

Provider

A provider can be explained as a business offering services.

Packet switching

Packet switching means sending or receiving data over multiple networks. It breaks the data into packets and then transmits it to the receiver. They are then converted back to their original data format.

PoP

PoP stands for Point of Presence.

POP

POP stands for Post Office Protocol. This is an Internet standard for the storage and retrieval of e-mail messages.

POTS

POTS stands for Plain Old Telephone Service. It is the standard telephone service with analog bandwidth over the PSTN.

POTS Splitter

POTS Splitter is a device that filters out the DSL signal. Further, it allows POTS frequencies to pass through.

PPP

PPP stands for Point-to-Point Protocol. It is a protocol for packet transmission over serial links.

PPPoE

PPPoE stands for Point-to-Point Protocol over Ethernet.

Protocol

Protocols are rules that determine the devices’ behavior in achieving and maintaining communication.

PSTN

PSTN stands for Public Switched Telephone Network. These are the dial networks. It consists of a shared network for telephone users to establish connections.

PSTN failover

PSTN failovers are backup connections in the absence of the internet.

PSTN (POTS) gateway

PSTN (POTS) gateway is software that enables H.323 for clients to make outgoing and incoming calls.

PTM

PTM  stands for Packet Transfer Mode. PTM is a data communication system. During the transmission, the data is broken into small units. Then, these data packets are sent from one node to another node.

PTT

PTT stands for Post, Telegraph, and Telephone. It is a national communications authority. Sometimes, it is governed and controlled by the government.

Punchdown block

A punchdown block is an array of connectors used to connect cable circuits to a network interface.

POTS

POTS stands for Plain Old Telephone Service.

PSTN

PSTN stands for Public Switched Telephone Network. The interconnection of different networks for seamless communications. The networks that are included in this system include fiber optic cables, telephone lines, microwave transmission links, communication satellites, cellular networks, and undersea telephone cables.

PBX

PBX, or Private Branch Exchange, is a private telephone network used within an organization. It manages internal and external calls, allowing employees to communicate with each other and with people outside the organization. A PBX system can route calls to different extensions within a company, handle call forwarding, and provide voicemail services. For instance, a company might use a PBX to connect all its employees’ phones and manage incoming customer calls. This system helps streamline communication and improve efficiency in a business setting.

Packet Loss

Packet Loss happens when some data packets are lost during transmission over the Internet. This can lead to missing audio or video pieces during a VoIP call. For instance, if a call experiences packet loss, you might hear gaps in the conversation or see frozen video frames. Packet loss can be caused by network congestion or poor connectivity. Network monitoring and improvements to the internet connection can help address packet loss. Ensuring minimal packet loss is vital for clear and uninterrupted VoIP communication.