Terms and Abbreviations

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Last updated: Jul 01, 2021
2 min read

PBX is an automatic telephone exchange intended for use within an organization

Virtual PBX is a corporate telephone exchange hosted on a hosting service and provided as a cloud service. This service connects employees and offices in a telecom network, records conversations, supports voice menu and redirection

VoIP (Voice over IP) — a technology designed to transmit voice traffic over an IP network

SIP (Session Initiation Protocol) — a protocol for the transmission of voice traffic (VoIP), text or multimedia data

SIP devices — devices that allow you to make phone calls using VoIP technology

Internal number — the number of the PBX, which is the ID and personal number of the employee inside the corporate PBX

Internal number group — used for combining internal PBX numbers into a group

IVR (Interactive Voice Response) — interactive voice menu. Internal numbers of the IVR type are used to configure the routing of calls inside the PBX using the information entered on the phone keyboard using the tone dial

Queue — a group of employees that processes the flow of incoming calls from clients according to certain rules

Queue agents — can be of two types: local, when the agent is an internal number of the telephone terminal type, and remote, when the queue agent is a specified external number

Whitelist — a list of phone numbers from which calls will be processed by the system. For the numbers in this list, you can configure personal call handling rules

Blacklist — a list of phone numbers from which calls will not be processed by the system. Subscribers who call from such numbers will be given a "busy" signal

API (application programming interface) — the application programming interface, through which the system user can make requests to the virtual PBX server in order to perform certain actions or obtain the required data

Events (Webhook notifications) — various types of actions in the system generated by the PBX (for example, there are events on internal numbers, message events, queue agent events)

CRM system (Customer Relationship Management) — a customer relationship management system, application software for organizations designed to automate strategies for interacting with customers (clients)

Integrator — a programmer or system administrator who implements the integration of the CRM system used in the organization and the virtual PBX

 

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