GLOSSARY
UCaaS
Definition: UCaaS (Unified Communications as a Service) is a cloud-based communication model that combines multiple tools—such as voice calls, video conferencing, instant messaging, voicemail, and team collaboration—into a single platform accessible from any device. Unlike traditional systems, UCaaS eliminates the need for complex physical hardware and enables teams to communicate seamlessly from any location with an internet connection. This technology is especially valuable for organizations with remote or distributed teams, offering operational continuity, scalability, and lower costs. Many UCaaS platforms also include advanced features like call recording, CRM integrations, and real-time analytics. UCaaS is a key solution for companies seeking agility, mobility, and communication efficiency.
Example: A legal services company replaced its old phone system with a UCaaS platform that allows their team to handle calls, chat, and video meetings from a single app, even when working from home.
Category: Platforms & Models
VoIP
Definition: VoIP (Voice over Internet Protocol) is a technology that enables voice communication to be transmitted over the internet instead of traditional telephone lines. It works by converting voice signals into digital packets, which are then sent over IP networks and reassembled at the destination. This system greatly reduces the cost of calls, especially long-distance and international ones. VoIP offers greater flexibility and scalability than traditional telephony, allowing users to make calls from desktops, laptops, smartphones, or even directly within web browsers. It also integrates well with other communication tools like video conferencing and messaging. Businesses adopt VoIP to modernize communication, eliminate hardware, and improve remote collaboration. VoIP forms the backbone of many cloud communications platforms, including UCaaS, and supports advanced features like call routing, voicemail, and analytics.
Example: A call center that previously relied on landlines switched to a VoIP system, and now their agents can handle calls from laptops or mobile phones at home.
Category: Infrastructure & Protocols
SIP Trunking
Definition: SIP Trunking (Session Initiation Protocol Trunking) is a method of delivering voice communication and other unified communications services over the internet. It allows businesses to connect their on-premise PBX systems to the public telephone network (PSTN) without the need for traditional analog or ISDN phone lines. This technology eliminates the need for physical infrastructure, reducing costs and increasing scalability. With SIP Trunking, companies can easily add or remove lines, manage global communications, and integrate voice with other digital tools like CRM systems or contact centers. It supports disaster recovery by rerouting calls and ensures business continuity. SIP Trunking is often used as a stepping stone from legacy PBX systems to full UCaaS adoption.
Example: A company with global offices replaced its physical phone lines with SIP Trunking and now manages all its calls through the cloud, cutting costs by 40%.
Category: Infrastructure & Protocols
Omnichannel
Definition: Omnichannel communication refers to a unified approach to customer engagement where all communication channels—voice, email, chat, SMS, social media—are connected in one seamless experience. This strategy allows customers to switch between channels without losing context, ensuring continuity and reducing friction. In UCaaS and CCaaS platforms, omnichannel capabilities are critical for delivering consistent support across multiple touchpoints. Unlike multichannel systems, which often operate in silos, omnichannel solutions synchronize data across platforms, giving agents full visibility into customer history. This enhances personalization, speeds up issue resolution, and boosts customer satisfaction. Businesses using omnichannel communication can achieve greater operational efficiency, improve agent productivity, and increase customer loyalty by creating a cohesive, intuitive experience.
Example: A retail company allows its customers to start a conversation via chat, switch to email, and finish over the phone—all while keeping the conversation history intact.
Category: User Experience
PBX
Definition: PBX (Private Branch Exchange) is a private telephone network used within an organization that allows internal users to communicate with one another and make external calls. Traditional PBX systems rely on dedicated hardware installed on-site, while modern versions like IP PBX use internet protocol to transmit voice data over networks. PBX systems offer features such as call routing, voicemail, extension dialing, and call forwarding. They are often used by companies that require robust internal communication infrastructure. Although cloud-based UCaaS solutions are becoming more popular, PBX remains relevant in hybrid environments or businesses with legacy setups. IP-based PBX systems can be hosted in the cloud or managed in-house, offering greater flexibility and integration with digital tools. PBX is a foundational technology in the evolution of business telephony.
Example: A law firm uses a PBX system that lets staff call each other using internal extensions while managing external client calls through the same system.
Category: Infrastructure & Protocols
CCaaS
Definition: Contact Center as a Service (CCaaS) is a cloud-based solution that provides organizations with all the technology needed to operate a customer support center without maintaining on-premises hardware. CCaaS integrates voice, chat, email, SMS, and social media communication channels into a single platform, enabling businesses to deliver seamless omnichannel customer service. The solution includes features like call routing, IVR, analytics, workforce management, and AI-powered chatbots. With CCaaS, companies benefit from scalability, flexibility, cost savings, and faster deployment compared to traditional contact centers. It also allows remote agent work, making it ideal for distributed teams.
Example: A healthcare provider deployed CCaaS to support patients across phone, chat, and email channels while enabling its agents to work from home.
Category: Platforms & Models
Auto Attendant
Definition: Auto Attendant is a telephony feature that automatically answers incoming calls and presents callers with a pre-recorded menu of options (such as \"Press 1 for Sales, 2 for Support\"). Based on the caller's selection, the system routes the call to the appropriate department or agent. Auto Attendant improves efficiency by reducing wait times, minimizing call transfers, and providing 24/7 availability even when staff is unavailable. It is a core component of most modern business phone systems and is often integrated into UCaaS and CCaaS platforms.
Example: A law firm implemented an Auto Attendant that greets clients and automatically routes calls to paralegals or attorneys based on the caller’s needs.
Category: Call Management
Call Routing
Definition: Call Routing is a system that intelligently directs inbound calls based on rules such as caller input, time of day, agent availability, or customer priority. It ensures that callers reach the appropriate department or agent quickly, improving customer satisfaction and operational efficiency. Advanced call routing includes skills-based routing, geographic routing, and priority-based routing. This feature reduces wait times, increases first-call resolution rates, and optimizes workforce utilization in both UCaaS and CCaaS solutions.
Example: An insurance company routes high-value customers directly to senior agents while routing general inquiries to standard customer service queues.
Category: Call Management
Jitter
Definition: Jitter refers to the variability in time delay between data packets arriving at their destination. In VoIP communications, excessive jitter can cause poor call quality, leading to choppy audio, echoes, or dropped calls. Jitter is usually measured in milliseconds (ms) and should be minimized for optimal voice and video performance. Network congestion, poor routing, and unstable connections are common causes of jitter. Many VoIP systems include jitter buffers that compensate for minor packet delays to smooth audio playback.
Example: A business experiencing jitter during video calls upgraded its internet connection and QoS policies to stabilize packet delivery.
Category: Network Performance
First Call Resolution
Definition: First Call Resolution (FCR) is a key contact center metric that tracks the percentage of customer inquiries resolved on the first contact. High FCR rates indicate efficient service, improved customer satisfaction, and lower operational costs. Achieving FCR involves agent training, access to real-time information, and effective call routing. It reduces repeat calls, shortens call queues, and improves overall customer loyalty by minimizing frustration caused by unresolved issues or escalations.
Example: A telecom company improved FCR by implementing better CRM integrations, allowing agents to access full customer histories during the initial call.
Category: Call Center Metrics
CPaaS
Definition: Communications Platform as a Service (CPaaS) provides developers with APIs and SDKs to integrate real-time communication features directly into web and mobile apps. This includes voice, video, SMS, chat, and verification services without building backend infrastructure. CPaaS is widely used in industries like banking, healthcare, and logistics for notifications, authentication, appointment reminders, and customer service. It supports omnichannel strategies, scalability, and rapid innovation without the cost of traditional telecom hardware.
Example: A delivery company uses CPaaS APIs to automatically notify customers via SMS when their packages are out for delivery.
Category: Platforms & Models
Virtual PBX
Definition: A Virtual PBX (Private Branch Exchange) provides businesses with a fully hosted phone system that handles internal and external call management in the cloud. It offers features like call forwarding, auto attendants, voicemail, and conference calling without the need for physical PBX hardware onsite. Virtual PBX solutions reduce capital expenses, simplify maintenance, and support remote or distributed workforces by allowing employees to connect from any location using internet-connected devices.
Example: A startup deployed a Virtual PBX to connect remote workers and manage customer calls from anywhere via mobile apps.
Category: Platforms & Models
Hybrid Cloud
Definition: Hybrid Cloud is an IT architecture that blends public cloud, private cloud, and on-premises infrastructure into a unified environment. Businesses use hybrid models to retain control over sensitive data while taking advantage of cloud scalability, cost savings, and innovation. In communication systems, hybrid cloud allows organizations to combine on-premise PBX systems with UCaaS or CCaaS platforms. This enables a phased migration to the cloud while preserving legacy investments and regulatory compliance needs.
Example: A financial institution maintains customer data on private servers while using public cloud UCaaS platforms for internal collaboration and remote work.
Category: Platforms & Models
Multi-Tenant Architecture
Definition: Multi-Tenant Architecture is a cloud computing design where a single software instance serves multiple customer organizations (tenants) while securely isolating their data and configurations. Each tenant shares the same infrastructure, software codebase, and updates, reducing costs and simplifying maintenance for the service provider. Multi-tenancy enables SaaS, UCaaS, and CCaaS providers to scale quickly, deliver consistent experiences, and provide individualized settings for each client without duplicating infrastructure.
Example: A UCaaS provider hosts hundreds of businesses on a multi-tenant platform where each company has its own users, phone numbers, and call routing rules while using shared backend resources.
Category: Platforms & Models
WebRTC
Definition: WebRTC (Web Real-Time Communication) is an open-source technology that allows peer-to-peer audio, video, and data sharing directly between web browsers and mobile apps without requiring plugins or third-party software. WebRTC powers browser-based video conferencing, screen sharing, and live chat features commonly used in UCaaS, CCaaS, and CPaaS platforms. It simplifies deployment, lowers latency, and enhances accessibility across multiple devices.
Example: A telemedicine provider uses WebRTC to enable video consultations between patients and doctors directly within a secure web browser interface.
Category: Protocols & Standards
PSTN
Definition: The Public Switched Telephone Network (PSTN) is the global circuit-switched network that has historically provided landline telephone service. It uses dedicated physical lines to establish connections between callers. Modern VoIP, UCaaS, and SIP Trunking solutions often interconnect with the PSTN to allow communication between internet-based systems and traditional landline or mobile networks. Although PSTN usage is declining, it still plays a role in global telephony interoperability.
Example: A VoIP provider connects its cloud phone system to the PSTN via SIP Trunking to enable calls to traditional landline numbers worldwide.
Category: Infrastructure & Protocols
Session Border Controller
Definition: A Session Border Controller (SBC) is a network device that manages and secures voice-over-IP (VoIP) traffic at the borders between internal enterprise networks and external service providers or the public internet. SBCs handle session control, protect against denial-of-service (DoS) attacks, ensure call quality, enable NAT traversal, and enforce security policies. They are essential for businesses using SIP Trunking, UCaaS, and hybrid voice solutions to ensure secure and reliable call delivery.
Example: A global enterprise uses SBCs to securely connect its on-premise PBX to external SIP trunk providers and UCaaS platforms.
Category: Infrastructure & Protocols
Softswitch
Definition: A Softswitch (Software Switch) is a central component in VoIP networks responsible for managing the routing, setup, and teardown of voice calls. Unlike traditional hardware-based switches, softswitches operate entirely in software, offering flexibility, scalability, and lower operational costs. They enable carriers and VoIP providers to interconnect with PSTN, manage SIP signaling, enforce call policies, and support features like call forwarding, voicemail, and conferencing.
Example: A VoIP provider uses a softswitch to control call routing for thousands of simultaneous users across different countries.
Category: Infrastructure & Protocols
Latency
Definition: Latency measures the time it takes for a data packet to travel from its source to its destination, typically measured in milliseconds (ms). In VoIP and video conferencing, high latency causes delays, echo, and poor user experience. Ideal VoIP latency is below 150ms for smooth conversations. Causes include network congestion, poor routing, or long geographic distances. UCaaS and CCaaS platforms often implement QoS, optimized routing, and edge servers to minimize latency and maintain call quality.
Example: A global sales team noticed voice delays on conference calls, prompting their provider to optimize routing paths and reduce latency by 50ms.
Category: Network Performance
Unified Communications
Definition: Unified Communications (UC) refers to the integration of various communication services—voice, video, messaging, email, presence, and file sharing—into a single interface. UC platforms streamline workflows by allowing users to switch between channels seamlessly and collaborate from any device or location. Unified Communications enhances team productivity, accelerates decision-making, and improves customer engagement. UCaaS is the cloud delivery model that provides Unified Communications as a subscription-based service.
Example: A multinational company uses Unified Communications to allow employees to chat, video call, and share documents across teams worldwide from one platform.
Category: Platforms & Models
IP PBX
Definition: An IP PBX (Internet Protocol Private Branch Exchange) is a business phone system that routes voice communications over IP networks rather than traditional phone lines. It handles call switching, routing, voicemail, conferencing, and other telephony functions while integrating with UCaaS, CRM, and business applications. IP PBX systems can be hosted on-premises or delivered as cloud-based solutions. They offer flexibility, scalability, and lower maintenance compared to legacy PBX hardware.
Example: A manufacturing company migrated from analog PBX to IP PBX, allowing remote employees to use softphones and mobile apps for business calls.
Category: Infrastructure & Protocols
Contact Center as a Service
Definition: Contact Center as a Service (CCaaS) is a cloud-based customer service platform that integrates voice, chat, email, SMS, and social media into a unified contact center solution. CCaaS provides businesses with tools for call routing, workforce management, reporting, and omnichannel engagement without maintaining on-premise hardware. It supports remote agents, scalability, rapid deployment, and continuous updates while reducing capital expenditures. CCaaS solutions improve customer experience, operational efficiency, and agent productivity.
Example: A healthcare company deployed CCaaS to enable its support team to handle phone calls, live chat, and secure messaging from anywhere.
Category: Platforms & Models
Bandwidth
Definition: Bandwidth refers to the maximum amount of data transmitted over a network connection in a given time, typically measured in megabits per second (Mbps). In VoIP, UCaaS, and CCaaS platforms, sufficient bandwidth ensures high call quality and stable video conferences. Insufficient bandwidth can cause packet loss, jitter, latency, and dropped calls. Organizations often prioritize bandwidth allocation using Quality of Service (QoS) policies to guarantee performance for real-time communications.
Example: A business upgraded its internet bandwidth to 500 Mbps to support a growing number of video calls, VoIP traffic, and cloud applications.
Category: Network Performance
IVR
Definition: Interactive Voice Response (IVR) is a telephony system that allows callers to interact with automated menus using voice commands or keypad inputs to route calls, collect information, or self-service without speaking to a live agent. IVR improves efficiency, reduces call wait times, and operates 24/7. Modern IVR systems integrate with CRM, AI, and speech recognition to offer personalized and dynamic call experiences while reducing operational costs.
Example: A bank uses IVR to allow customers to check account balances, transfer funds, or connect with support agents based on their selections.
Category: Call Management
Call Forwarding
Definition: Call Forwarding allows incoming phone calls to be redirected automatically to an alternate number, extension, or voicemail when the intended recipient is unavailable. Forwarding rules can be based on time of day, location, or device status, ensuring calls are not missed. UCaaS and CCaaS systems offer advanced call forwarding options to support remote work, after-hours support, or failover routing to backup teams or devices.
Example: A remote employee enables call forwarding to their mobile phone after office hours to remain accessible to VIP clients.
Category: Call Management
Voicemail-to-Email
Definition: Voicemail-to-Email is a feature that converts voicemail recordings into audio file attachments or transcriptions and delivers them directly to the recipient’s email inbox. This allows users to review messages quickly without dialing into voicemail systems and offers convenient record-keeping. Many UCaaS and CCaaS providers offer voicemail-to-email integration, enabling better accessibility, especially for remote workers and mobile employees.
Example: A sales manager receives voicemail recordings as MP3 attachments in email, allowing them to listen and prioritize follow-ups while traveling.
Category: Messaging & Collaboration
Presence
Definition: Presence refers to real-time status indicators that show a user’s current availability within communication platforms. Common statuses include “Available,” “In a Call,” “Do Not Disturb,” and “Away.” Presence information helps teams coordinate meetings, manage call routing, and optimize collaboration workflows by reducing missed communications and improving responsiveness. Presence is fully integrated across UCaaS, collaboration apps, and unified messaging platforms.
Example: A support agent sets their presence status to “In a Meeting” to automatically redirect incoming customer calls to other available agents.
Category: Messaging & Collaboration
Click-to-Call
Definition: Click-to-Call enables website visitors, CRM users, or mobile app users to initiate outbound phone calls instantly by clicking a button or link. This feature eliminates the need to manually dial numbers and improves customer service accessibility. Businesses often embed Click-to-Call widgets on websites, digital ads, and CRM platforms to streamline sales inquiries, appointment bookings, and customer support interactions.
Example: An insurance website features a Click-to-Call button allowing prospective clients to immediately connect with a licensed agent.
Category: Customer Engagement
Call Recording
Definition: Call Recording enables organizations to capture, store, and review phone conversations for quality assurance, compliance, training, and dispute resolution. UCaaS and CCaaS solutions often provide built-in call recording with customizable retention policies, encryption, and searchable archives. Some industries, such as financial services and healthcare, require call recording for regulatory compliance (e.g. PCI DSS, HIPAA). Modern platforms may include AI-powered transcription, sentiment analysis, and speech analytics.
Example: A financial institution records customer service calls for compliance monitoring and agent coaching.
Category: Compliance & Quality Assurance
Extension Dialing
Definition: Extension Dialing enables users within an organization to reach coworkers by dialing short numeric codes instead of full phone numbers. Typically used with PBX, UCaaS, and VoIP systems, extension dialing simplifies internal communications and saves time. Modern systems allow extension dialing across multiple locations or even globally, supporting remote teams and distributed workforces.
Example: A remote employee dials extension 203 to connect directly with a sales manager at headquarters.
Category: Call Management
Ring Groups
Definition: Ring Groups allow incoming calls to ring multiple phones or extensions simultaneously or in a specified order until answered. This ensures calls reach available agents quickly and improves customer service response times. UCaaS and CCaaS platforms use ring groups for support queues, sales teams, or department-based routing. Ring group settings may include hunt groups, round robin, longest idle agent, or simultaneous ring configurations.
Example: An IT support department uses ring groups to distribute calls evenly among available technicians.
Category: Call Management
Unified Messaging
Definition: Unified Messaging merges multiple communication channels such as voicemail, fax, email, SMS, and instant messaging into one centralized inbox accessible via desktop, mobile, or web platforms. This simplifies message management, improves accessibility, and streamlines workflows. UCaaS and collaboration platforms typically offer unified messaging as part of their core features, supporting remote work and mobile teams.
Example: A consultant accesses voicemail transcriptions, email, and chat messages all from a single mobile app during business travel.
Category: Messaging & Collaboration
Live Chat Integration
Definition: Live Chat Integration embeds real-time messaging functionality directly into company websites, apps, or customer portals, enabling instant communication with agents. Integrated with CCaaS and CRM platforms, live chat improves customer engagement, reduces resolution times, and supports omnichannel service models. AI-powered chatbots often handle basic inquiries, escalating complex issues to live agents when needed.
Example: An ecommerce site offers live chat support to assist shoppers with product questions, boosting conversion rates and customer satisfaction.
Category: Customer Engagement
Video Conferencing
Definition: Video Conferencing allows individuals or teams to hold live, face-to-face meetings remotely using video, audio, and data-sharing technologies. Integrated into UCaaS, CCaaS, and collaboration platforms, video conferencing supports remote work, virtual events, webinars, and global collaboration. Features include HD video, screen sharing, virtual backgrounds, recording, and chat. Cloud-based platforms offer scalability, device flexibility, and seamless integration with business applications.
Example: A distributed engineering team collaborates via weekly video conferencing meetings to review project progress in real time.
Category: Collaboration & Meetings
Screen Sharing
Definition: Screen Sharing enables participants to display their desktop, applications, or presentations during meetings, training, or support sessions. Integrated into video conferencing and UCaaS platforms, screen sharing enhances collaboration, troubleshooting, and knowledge transfer across teams or with clients. It supports multi-screen options, annotation tools, and secure content controls for confidential information.
Example: A customer support agent shares their screen to guide a client through troubleshooting software installation.
Category: Collaboration & Meetings
Mobile App
Definition: Mobile Apps extend UCaaS, CCaaS, and collaboration platforms to smartphones and tablets, allowing employees to place calls, join video meetings, access voicemail, and collaborate while away from the office. Mobile apps support features like call transfer, presence status, instant messaging, and call recording while maintaining security and compliance standards.
Example: A sales representative joins client meetings and responds to internal chats using their UCaaS mobile app while traveling.
Category: Mobility & Remote Work
Call Analytics
Definition: Call Analytics collects, organizes, and visualizes data from phone systems, contact centers, and UCaaS platforms to help businesses monitor performance. Metrics include call volume, average handle time, hold times, agent productivity, and customer satisfaction. Advanced analytics may also include speech analytics, sentiment analysis, and AI-powered insights to improve decision-making, training, and operational efficiency.
Example: A contact center manager reviews call analytics dashboards to identify peak call hours and optimize staffing schedules.
Category: Analytics & Reporting
Customer Journey Mapping
Definition: Customer Journey Mapping is a process that visualizes the complete customer experience across multiple channels, from first contact to post-sale support. It helps businesses identify pain points, improve service delivery, and optimize communication strategies. Contact centers use journey mapping to analyze call flows, chat history, and agent interactions, improving personalization, efficiency, and satisfaction at each stage of engagement.
Example: A telecom provider uses customer journey mapping to optimize its onboarding process, ensuring new subscribers receive timely support and activation reminders.
Category: Customer Engagement
Call Whisper
Definition: Call Whisper is a call monitoring feature that enables supervisors to discreetly provide live coaching or information to agents during an active call without the caller hearing the conversation. It enhances training, supports new hires, and ensures call quality while preserving the customer experience. Call whisper is frequently used in contact centers, sales teams, and regulated industries where compliance is critical.
Example: A contact center supervisor whispers key policy reminders to an agent handling a high-priority customer dispute.
Category: Call Monitoring & Coaching
Call Barging
Definition: Call Barging allows supervisors to enter an ongoing call between an agent and a customer in real-time to assist, intervene, or escalate situations when necessary. Unlike call whisper, both the agent and customer can hear the supervisor. Barging is useful for de-escalating disputes, resolving technical issues, or providing immediate assistance to agents handling complex cases.
Example: A manager barges into a billing dispute call to clarify company policy and quickly resolve a frustrated customer’s concerns.
Category: Call Monitoring & Coaching
QoS
Definition: Quality of Service (QoS) refers to network management techniques that prioritize certain types of traffic—such as voice, video, and real-time communications—over less time-sensitive data like file transfers or email. QoS minimizes latency, jitter, and packet loss, ensuring reliable call quality for UCaaS and CCaaS platforms. It is essential for organizations operating VoIP systems or hybrid cloud environments with multiple competing data streams.
Example: An enterprise configures QoS on its routers to guarantee that video conferencing traffic receives bandwidth priority during peak office hours.
Category: Network Performance
Encryption
Definition: Encryption protects sensitive communications by converting data into coded formats that are unreadable to unauthorized parties. In UCaaS, CCaaS, and VoIP systems, encryption secures voice calls, video conferences, instant messages, and stored recordings. Modern platforms use end-to-end encryption, TLS, and SRTP protocols to ensure data privacy during both transmission and storage, helping organizations meet regulatory and compliance standards.
Example: A healthcare provider encrypts patient video consultations and call recordings to comply with HIPAA regulations.
Category: Security & Compliance
Disaster Recovery
Definition: Disaster Recovery (DR) refers to an organization’s strategy for maintaining communication services during unexpected outages, cyberattacks, or natural disasters. UCaaS and CCaaS providers offer DR solutions such as redundant data centers, geo-redundancy, failover routing, and cloud backups to minimize service disruptions. Effective DR planning ensures business continuity and protects customer experience during critical incidents.
Example: A regional office affected by a power outage reroutes calls to alternate data centers, maintaining uninterrupted service for customers.
Category: Business Continuity
Failover
Definition: Failover is a redundancy mechanism that automatically reroutes network traffic or voice services to backup systems if primary systems fail. In UCaaS, CCaaS, and VoIP deployments, failover prevents downtime and ensures service continuity during outages, maintenance windows, or hardware failures. Failover configurations may include secondary data centers, alternative carriers, or backup servers that activate instantly when disruptions occur.
Example: An enterprise UCaaS system triggers failover protocols during a data center outage to maintain service availability for remote workers.
Category: Business Continuity
HIPAA Compliance
Definition: HIPAA Compliance refers to adherence to the U.S. Health Insurance Portability and Accountability Act, which sets strict standards for protecting patient health information (PHI). UCaaS and CCaaS providers serving healthcare organizations must implement data encryption, access controls, audit trails, and Business Associate Agreements (BAAs) to ensure HIPAA compliance when handling voice calls, video consultations, and electronic records.
Example: A telemedicine platform encrypts patient video calls and secures messaging channels to comply with HIPAA privacy rules.
Category: Security & Compliance
PCI DSS Compliance
Definition: Payment Card Industry Data Security Standard (PCI DSS) Compliance requires organizations processing payment information to implement strict security protocols. UCaaS and CCaaS providers must ensure secure call recording, encryption, network segmentation, and access controls to protect customer payment data handled during phone or online transactions. PCI DSS compliance helps prevent data breaches and protects customer financial information.
Example: A retail contact center uses PCI-compliant call recording solutions that automatically pause recordings during credit card number entry.
Category: Security & Compliance
Call Monitoring
Definition: Call Monitoring provides supervisors and managers with the ability to listen to live phone calls between agents and customers without the customer’s awareness. This feature supports quality assurance, coaching, compliance, and performance evaluation. Many platforms pair call monitoring with whisper and barge functions to intervene or assist during live conversations when necessary.
Example: A sales manager monitors new agent calls to ensure accurate product information is being presented to prospects.
Category: Call Monitoring & Coaching
Audit Trail
Definition: An Audit Trail is a secure log that tracks system activities, configuration changes, user logins, and data access events within communication platforms. Audit trails are essential for compliance audits, internal investigations, security monitoring, and data breach prevention. They help ensure accountability and transparency across UCaaS, CCaaS, and other SaaS environments handling sensitive information.
Example: A healthcare provider’s IT team reviews audit logs to confirm authorized personnel accessed patient records following HIPAA guidelines.
Category: Security & Compliance
WebRTC (Web Real-Time Communication)
Definition: WebRTC (Web Real-Time Communication) is an open-source technology standard that enables direct peer-to-peer audio, video, and data transmission within web browsers and mobile apps without the need for third-party software or plugins. WebRTC supports browser-based video meetings, screen sharing, and live customer support chats. UCaaS and CCaaS platforms widely integrate WebRTC to simplify deployment and enhance accessibility across devices and networks.
Example: A telehealth provider uses WebRTC to offer secure, high-quality video consultations directly from its web portal.
Category: Protocols & Standards
Direct Inward Dialing (DID)
Definition: Direct Inward Dialing (DID) allows businesses to allocate unique external phone numbers that connect directly to internal extensions, departments, or agents without requiring operator assistance or menu navigation. DID enhances customer accessibility, simplifies call routing, and supports scalability for growing organizations using UCaaS, CCaaS, or IP PBX systems.
Example: A law firm assigns each attorney a dedicated DID number that rings directly to their extension when clients call.
Category: Call Management
Interactive Voice Response (IVR)
Definition: IVR (Interactive Voice Response) allows callers to navigate automated phone menus using keypad inputs or voice commands, routing calls to appropriate departments or agents. IVR improves customer experience, reduces hold times, and automates self-service options such as account balance inquiries, appointment scheduling, or troubleshooting guides. Modern IVR integrates AI-powered speech recognition for natural language interactions.
Example: A healthcare provider’s IVR allows patients to confirm appointments or refill prescriptions by speaking their request.
Category: Call Management
Automatic Call Distribution (ACD)
Definition: Automatic Call Distribution (ACD) intelligently distributes incoming calls to the best-suited agents based on predefined rules, such as skill set, priority, language, or availability. ACD reduces customer wait times, improves first-call resolution, and enhances agent productivity. It is a core feature of CCaaS and contact center platforms that support complex routing strategies for high-volume environments.
Example: A multinational contact center routes Spanish-speaking callers directly to bilingual agents using ACD rules.
Category: Call Management
Computer Telephony Integration (CTI)
Definition: CTI is the technology that enables interactions between telephone systems and computers, allowing for features like screen pop-ups, automated dialing, call logging, and CRM integration. It streamlines communication workflows.
Example: A help desk system uses CTI to display a caller’s profile and support history on screen as soon as the call is answered.
Category: Features & Functionality
Business Associate Agreement (BAA)
Definition: A BAA is a legally binding agreement required by HIPAA between a covered entity and a business associate who will access protected health information (PHI). It ensures compliance with privacy and security rules.
Example: A VoIP provider signs a BAA with a healthcare clinic to handle patient communications in compliance with HIPAA regulations.
Category: Compliance & Privacy
Customer Proprietary Network Information (CPNI)
Definition: CPNI refers to data collected by telecom providers related to customer usage, such as call logs, service types, and billing. Carriers must safeguard this data and obtain consent before sharing it.
Example: A provider sets user permissions so only authorized staff can access CPNI for billing or troubleshooting.
Category: Compliance & Privacy
CALEA (Communications Assistance for Law Enforcement Act)
Definition: CALEA is a U.S. federal law requiring telecom providers to build surveillance capabilities into their networks, enabling law enforcement agencies to perform lawful intercepts of voice and electronic communications.
Example: A VoIP carrier implements CALEA-compliant systems to ensure they can fulfill court-ordered wiretap requests securely and lawfully.
Category: Compliance & Privacy
Bring Your Own Device (BYOD)
Definition: BYOD refers to a policy where employees are allowed to use their personal devices (phones, laptops, tablets) to access company systems and applications. It enhances flexibility but requires proper security measures.
Example: A sales team accesses the UCaaS platform from their smartphones using secure company credentials under a BYOD policy.
Category: Features & Functionality
Bring Your Own Carrier (BYOC)
Definition: BYOC is a model that allows businesses to connect their existing telecom provider with a UCaaS or CPaaS platform. It offers flexibility, cost control, and avoids vendor lock-in.
Example: A company integrates its legacy SIP provider with a new UCaaS platform to retain existing rates and numbers.
Category: Infrastructure & Protocols
Application Programming Interface (API)
Definition: An API is a set of definitions and protocols that enable software components to interact. In UCaaS, APIs allow integrations with CRMs, ticketing systems, reporting tools, and more, enhancing workflows and automation.
Example: A CRM system uses APIs to pull call logs and customer recordings from the UCaaS platform for real-time reporting.
Category: Features & Functionality
Presence Status
Definition: Presence status is a feature in UCaaS platforms that displays a user’s availability in real time. It helps teams coordinate by showing if someone is online, on a call, in a meeting, or away from their desk.
Example: A support agent sees that a colleague is marked "In a meeting" and decides to transfer a customer call to a different available agent.
Category: Features & Functionality
Mean Opinion Score (MOS)
Definition: MOS is a numeric measure used to evaluate the quality of voice communications. It's based on human perception of call clarity and is influenced by factors like latency, jitter, and packet loss in VoIP networks.
Example: The IT team tracks MOS scores across regions to identify and fix poor call quality issues affecting remote employees.
Category: Infrastructure & Protocols