Glossary

Auto-Attendant
An automated attendant allows callers to be automatically transferred to the desired extension or department without the intervention of an operator/receptionist.

Call Queuing
Call Queuing is a sophisticated system that allows your business to accept more calls, even if you’re not capable of answering them straight away. Deal efficiently with call peaks by placing callers into queue and project a professional image.

Call Recording
The ability to record calls is increasingly essential or regulatory in business. Call recording is the practice of listening to, recording and assessing interactions between staff and callers. This practice is used for staff training and development, customer quality control and liability protection.

Call Logging
Call logging software allows capturing statistics about all call traffic which can then be used for analysis and reporting with call management software.

Computer Telephony Integration
Computer telephony integration, or CTI, is any technology that allows interactions on a telephone and a computer to be integrated or coordinated.
Caller details are displayed as the incoming call is received which removes the need to collect this data manually.

Unified Communications
Unified Communications (UC) provides users with ultimate connectivity wherever they happen to be. UC enables the integration of multiple communication services; in turn, this provides a consistent user interface and experience across multiple devices and media types. Ultimately, UC is a gateway to delivering powerful, next generation solutions and that provide mobility, presence, contact capabilities and much more across all the devices an individual may use.

Fixed lines
Analogue lines (PSTN) Public Switched Telephone Network deliver telephony through traditional copper wires, offering businesses high quality voice calls and basic telephony functionality

ISDN2 (Integrated Services Digital Network) for standard voice and data, copper wire, delivered over two 64kbit/s channels
ISDN30 (Integrated Services Digital Network) and enjoy voice and data delivered over thirty 64kbit/s channels, minimum live 8 channels.

SiP Trunks
SIP Trunking (Session Initiation Protocol) SIP Trunking is an onsite telephony solution that connects your existing voice telephone system to the public telephone network, using a broadband line.
VoIP (Voice over Internet Protocol) sends voice information over an internet service.
VoIP is much more than just a different type of telephone line though; there are many benefits, and some cautions, that come with this type of service.

ADSL Broadband
ADSL (Asymmetric Digital Subscriber Line) delivered over an analogue phone line and is an entry-level business Broadband.
ADSL-2
Annex M is a fast ADSL2 broadband service that pushes the boundaries of traditional ADSL broadband.

Fibre Optic Broadband
Fibre optic broadband comes in two variants, fibre-to-the-cabinet (FTTC) and fibre-to-the-premises (FTTP).

Ethernet connections
Ethernet in the first mile (EFM) uses the Ethernet protocol to carry the Internet over standard copper wires.
EFM, with speeds up to 35Mbps, is a low cost alternative for a Leased line.

Leased Lines
A leased line is a dedicated high performance network connection between provider and customer. Available over ADSL, ethernet of fibre, leased lines are not subject to cabling.

MPLS (Multiprotocol Label Switching) Network
MPLS is a Wide Area Networking service that offers a reliable and cost effective way to connect your office locations, remote and mobile workers on one secure private network wherever they are located.

Bonded 4G delivers business broadband via a single, high-speed, secure and stable data connection to the internet over the 4G (mobile) network.