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Our telecoms glossary contains all the related terminology specific to telephony and connectivity solutions.


  • 8×8 Unified Communications

    The 8x8 unified communications platform includes voice communication features like VoIP, supporting video conferencing and messaging for real-time communication.


  • ADSL

    ADSL is a digital communication technology that allows for high-speed internet access over existing telephone lines, first introduced in the late 1990s.

  • Analogue

    Analogue technology uses continuous signals to represent data, while digital transmissions use discrete signals that represent data as binary code.

  • Analogue Telephone Adapter (ATA)

    The ATA transforms the analog signal from a phone into a digital format during transmission and converts the digital signal back to analog during reception.

  • Asynchronous Communication

    Asynchronous communication enables information exchange at your own pace. Eg. email, forums, and collaborative documents, offering flexibility and convenience.

  • Audio

    Audio is the transmission and reception of sound waves through electronic devices and is essential for various industries, including music, film, broadcasting, telecommunications, and gaming.

  • Authentication

    Authentication is the process of verifying the identity of a user or system to ensure that only authorised individuals or systems are granted access to resources.

  • Auto Attendant

    Auto-attendant, also known as an automated attendant system or virtual receptionist, is a telephony term referring to a voice menu system.

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  • Bandwidth

    Bandwidth is the amount of data that can be transmitted over a network or communication channel and is usually measured in bits per second, kilobits per second, or megabits per second.

  • Bearer Channel

    A bearer channel is a dedicated communication channel used to carry data or voice signals, and is a critical component of modern telecommunication networks.

  • Bring Your Own Carrier (BYOC)

    BYOC is a telecommunications model where businesses bring their own carrier to a cloud-based communications platform to have more control over their infrastructure and choose the carrier that best meets their needs.

  • Broadband

    Business broadband is a high-speed internet connection that is essential for businesses, individuals to access and share information across the globe.

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  • Call Analytics

    Call analytics gather and analyse information from incoming phone calls. This encompasses a wide range of data related to call tracking.

  • Call Barring

    Call barring allows users to restrict certain types of calls from being made or received, providing control over phone usage and preventing the unauthorised use of telephone services.

  • Call Detail Record (CDR)

    Call Detail Records (CDRs) are data records that contain information about telephone calls or text messages, including time and date, caller information, duration and type of call.

  • Call Divert

    Call divert is a telecommunications feature that allows incoming calls to be redirected to another number or voicemail, and is available on most modern devices.

  • Call Forwarding

    Call forwarding is a telephony function that enables the rerouting or for-warding of incoming calls to an alternate phone number.

  • Call Logging

    Call logging involves collecting data that specifically captures details such as the source of telephone call initiation, the intended recipient, call duration, and other relevant characteristics of the call.

  • Call Menu

    A call menu (commonly referred to as an auto attendant or IVR) gives your callers a number of options to choose from when they call.

  • Call Pattern Analysis

    Call Pattern Analysis examines the calls originating from one or more phones to detect commonly dialled numbers or unique call patterns during specific times.

  • Call Queues

    Call queues direct callers to individuals within your organisation who can address specific issues or enquiries. Calls are distributed individually to queue members, referred to as agents.

  • Call Recording

    Call recording captures and stores voice conversations from an audio source. This feature allows for the recording of active calls or conference calls, preserving the recording for future reference or documentation.

  • Call Routing

    Call routing is a function within business phone systems that manages incoming calls by placing them in a queue and subsequently directing them to a designated individual or a predefined group.

  • Call Tracking

    Call tracking software enables marketers to tie customers' digital journeys to phone calls using online data collection to determine what activity the call is attributed to.

  • Call Traffic

    Call traffic is the volume of telephone calls occurring within a specific telecoms network or system during a given period. It measures the no. of calls being initiated, received, or in progress.

  • Call Transfers

    Call transfers, also known as call forwarding, involve the procedure of redirecting an incoming call to an alternative phone or messaging system.

  • Carriers

    A carrier is a telecoms or service provider that operates the infrastructure required for transmitting communication signals, connecting users within a network or across different networks.

  • Circular Call Routing

    Circular call routing is a method of distributing calls where calls are directed to agents in a predetermined sequence.

  • Click to Call

    Click to call is a feature that enables users to initiate a phone call with a company representative directly from a website or application while they are actively browsing.

  • Cloud Calling

    Cloud calling, also known as cloud-based calling or cloud telephony, refers to the delivery of voice communication services over the internet, utilising cloud infrastructure.

  • Cloud Telephony

    Cloud telephony, also known as cloud calling, falls under the category of Unified Communications as a Service (UCaaS), providing voice communication services delivered by a third-party host.

  • Conference Bridge

    A conference bridge is a method of conducting remote meetings through a business phone system. It enables employees to join virtual meetings by dialling in from a phone or mobile.

  • CPaaS

    Communications Platform as a Service (CPaaS) is a cloud-based platform that integrates real-time communications features into their applications without the necessity of constructing backend infrastructure and interfaces.

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  • DDI Number

    DDI (Direct-Dial-In) numbers are a direct and efficient way for callers to reach specific extensions without the need for intermediary services like a switchboard or automated menu system.

  • Direct Routing

    Direct Routing connects the Microsoft Phone System and the Public Switched Telephone Network (PSTN), facilitating the routing of calls through a third-party telephony provider.

  • DSL

    DSL or Digital Subscriber Line/Loop, is a high-speed internet connection accessed via Wi-Fi or an ethernet cable through a modem.

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  • Ethernet in the First Mile (EFM)

    EFM, an acronym for Ethernet in the First Mile, is designed to deliver a fast and dependable Internet connection tailored for expanding businesses.

  • Ethernet over Fibre To The Cabinet (EoFTTC)

    Ethernet over Fibre To The Cabinet (EoFTTC) is a solution that serves as a bridge between standard broadband services and dedicated Ethernet connectivity.

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  • Fibre Broadband

    Fibre broadband represents a high-speed internet connection, surpassing alternative options in speed and reliability.

  • Fibre to the Cabinet (FTTC)

    FTTC, or Fibre to the Cabinet, is a type of broadband internet connection that combines fibre-optic technology and traditional copper cables to deliver high-speed internet.

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  • Gamma Horizon

    Gamma Horizon provides a range of unified communications services, including voice, video, messaging, and collaboration tools, delivered over the internet.

  • Geographical Numbers

    Geographic numbers are the normal way of numbering landlines and denote your location.

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  • HD Voice

    HD Voice is an advanced audio technology available that enhances call quality by minimising background noise, resulting in clearer and more refined audio during your phone calls.

  • Hosted Telephony

    Hosted telephony is where your phone system is housed in the cloud, rather than in your office. It is ideal for small and large businesses, call centres and customer support departments.

  • Hunt Group

    A hunt group or ring group enables incoming calls to a single phone number or extension to be distributed among a group of several phone lines or extensions.

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  • IP Address

    An IP address, short for Internet Protocol address, is a numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication.

  • IP Telephony

    IP telephony, also known VoIP, refers to the technology that enables voice communication and multimedia sessions over the internet using the Internet Protocol (IP).

  • ISDN

    ISDN is a set of communication standards for the simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of PTSN.

  • IVR

    IVR stands for Interactive Voice Response. It is a technology that allows a computer system to interact with callers through the use of voice and touch-tone keypad inputs.

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  • LAN

    A Local Area Network (LAN) refers to a cluster of interconnected computing devices situated within a confined area, typically sharing a centralised Internet connection.

  • Latency

    Latency pertains to the interval between a user initiating an action on a network or web application and the moment they receive a response.

  • Leased Line

    Leased lines are dedicated communication links rented by businesses for reliable and fast connectivity.

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  • Microsoft Business Voice

    Microsoft Business Voice is a cloud-based communication and phone system integrated with Microsoft Teams.

  • Microsoft Teams

    Microsoft Teams is a collaboration platform within Microsoft 365 that brings together communication, meetings, file sharing, and app integration in one centralised hub.

  • Microsoft Teams Direct Routing

    Direct Routing enables you to connect your on-premises telephony infrastructure to Microsoft Teams Phone.

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  • Non Geographical Numbers (NGNs)

    A non-geographic number is a type of telephone number that is not linked to any specific locality. They are virtual numbers such as 0800, 0845

  • Number Porting

    Number porting is the process of transferring an existing phone number to another provider. There are two types of number porting, local number porting and full mobile number porting.

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  • On Premise PBX Telephony

    An on-premises phone system is established within the physical business premises, the data server for the phone system is located within your office.

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  • Private Branch Exchange System (PBX)

    A Private Branch Exchange (PBX) is a communication system that plays a vital role in facilitating an organisation's internal and external communications.

  • PSTN

    PSTN is short for Public Switched Telephone Network. It is the traditional telephone system used for voice-oriented communications.

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  • Session Border Controller (SBC)

    A Session Border Controller (SBC) is a network function designed to enhance the security of Voice over IP (VoIP) infrastructures.

  • Session Initiation Protocol (SIP)

    Session Initiation Protocol, known as SIP is a versatile communication protocol used for initiating and terminating multimedia sessions over the internet, including voice and video calls.

  • SIP Channel

    SIP channels are a dynamic solution for businesses seeking scalable and efficient communication infrastructure without the constraints of traditional wiring limitations.

  • SIP Trunks

    Modern SIP trunking refers to a virtual link between your PBX and the standard phone network (the PSTN), using an internet connection.

  • Softphone

    Softphones are phone systems that operate over the internet and can be used on any connected device. They enable users to call via the internet, eliminating the requirement for specialised hardware.

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  • Toll Fraud

    Toll fraud is a prevalent form of organised crime. Whether your telephony system is analog, digital, or IP-based, criminals utilise sophisticated software to breach passwords, bypass firewalls, and infiltrate your phone system.

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  • UCaaS

    UCaaS is a cloud-based platform that integrates various communication and collaboration tools, including calling, chatting, video, and audio conferencing, into a unified and cohesive solution.

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  • VLAN

    A Virtual LAN (VLAN) is a logical overlay network that categorises a subset of devices sharing a physical LAN, effectively segregating the traffic for each specific group.

  • Voicemail to Email

    Voicemail to email is a feature of VoIP phone systems that directs voicemail messages to your email inbox as audio files.

  • VoIP

    Voice over Internet Protocol (VoIP) telephony is a technology that enables voice communication and multimedia sessions over the internet rather than traditional telephone networks.

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