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Comprehensive VoIP Glossary



911:  is the number to dial for emergency services in the USA and Canada. The three-digit telephone number has been designated as the “Universal Emergency Number”. The calls are answered at a Public Safety Answering Point (PSAP) which will be responsible for taking the appropriate action.


ACD: Automatic Call Distribution. ACD determines how to handle calls. It can route and prioritize per the configurations.

ALI: Automatic Location Identification. It is an enhanced electronic location system that automatically relays a caller’s address when they call an emergency responder service such as 911, whether they call from a mobile phone or a land line.

ANI: Automatic Number Identification. This is the number transmitted through the network identifying the calling party.

Auto-Attendant: Auto attendant can also be referred to as the Virtual Receptionist. It allows callers to be automatically greeted and transferred to desired department or individual without the intervention of an operator.


BYOD: Bring Your Own Device in VoIP telecommunication allows a business to bring their own telephone equipment.

Broadband Voice Gateway: A broadband voice gateway is a device that allows you to make telephone calls over a high-speed Internet connection rather than through a regular telephone outlet without having to go through your computer.

CALLER ID: Caller ID allows the called party to see the calling party’s name and telephone number.

CENTREX: Centrex is a phone company service with features similar to PBX. In this case the equipment resides at the phone company’s central office.

CLEC: Competitive Local Exchange Carrier is a phone company that buys facilities and services from ILEC’s and resells service to its customers.

CLICK TO CALL: The ability to initiate a phone call from the contact list on your computer with the click of a mouse.

CLOUD COMMUNICATION: Cloud communication refers to voice and data communication over the Internet. All applications are hosted by a third-party outside the organization and accessed over the Internet. With cloud communication or Cloud based phone system there is no major capital expense for in-house PBX system and there is no additional running cost to maintain and update the system.

CPNI: Customer Proprietary Network Information is the data collected about an individual user’s calls, such as time, date, duration and destination number of each call.

DID: Direct Inward Dialing is also referred to as DDI. DID is used for call routing. Through DID external callers are able to contact a user directly by dialing their unique phone number.

DNIS: Dialed Number Identification Service is a service sold by telecommunication companies to corporate clients that lets them determine which toll-free telephone number was dialed by a customer. This is useful in determining how to answer an inbound call.

E911: E911 stands for Enhanced 911. When a E911 call is made it passes the dialer information to the emergency contact center. The information passed may include business name, business phone number and business address.

Hosted PBX/Hosted VoIP: Hosted PBX or Hosted VoIP means the hardware and PBX is hosted at an off-site
location from where the VoIP telephone service is beingused. Hosted PBX/VoIP provides robust communications while eliminating major capital expenditures.


ITSP: Internet Telephony Service Provider can also be referred to as VoIP Telephone Service Provider

IVR: Interactive Voice Response allows phone systems to process touch tones or voice during a telephone call. When people call a certain business they hear a menu prompting them to make their selection by Pressing or Saying 1 or 2 or 3. IVR’s are configured by businesses per their needs and hey can also create a multiple level IVR if their business has a requirement.

LNP: Local Number Portability or porting your DID number means you can choose to move away from your current telephone service provider and still retain your existing number. In order to do so you can request you port or move your existing business telephone number to your new phone service provider.

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