Reference

Business phone glossary

The vocabulary of business phone systems is small but confusing, and much of it is used loosely by vendors. Each entry here gives a one-sentence definition, a plain explanation, and a note on how the term applies to a Canadian business phone system.

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This glossary defines the terms used in business phone systems: VoIP, SIP, PBX, cloud PBX, IVR, auto attendant, call queues, ring groups, SIP trunks, softphones, DIDs, number porting, call recording, call routing, UCaaS and CCaaS. Each entry explains what the term means, how it is used in a working phone system, and which related terms are worth reading next.

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VoIP (Voice over Internet Protocol)

VoIP is a method of making phone calls by sending voice as data packets over an internet connection instead of a traditional telephone line.

SIP (Session Initiation Protocol)

SIP is the standard signalling protocol that VoIP phones and systems use to set up, modify and end calls.

PBX (Private Branch Exchange)

A PBX is a private telephone switch that connects a business's internal extensions to one another and to outside phone lines.

Cloud PBX (hosted PBX)

A cloud PBX is a business phone system hosted and operated by a provider and delivered to phones and apps over the internet.

IVR (Interactive Voice Response)

IVR is a phone system feature that plays recorded prompts and routes callers based on keypad or spoken responses.

Call queue

A call queue holds incoming callers in order and connects each one to the next available agent in a defined group.

Ring group

A ring group is a set of extensions that ring together or in sequence for one incoming call, answered by the first person to pick up.

SIP trunk

A SIP trunk is a virtual connection over the internet that links a business's own PBX to the public telephone network for inbound and outbound calls.

Softphone

A softphone is a software application that lets a computer, tablet or cell phone make and receive calls as an extension of a business phone system.

Number porting

Number porting is the process of transferring an existing telephone number from one service provider to another so the business keeps the same number.

DID (Direct Inward Dialing)

A DID is a public telephone number routed directly to a specific extension, group or destination on a business phone system, bypassing the main menu.

Auto attendant

An auto attendant is a phone system feature that answers calls with a recorded greeting and routes callers to a department or extension based on their selection.

Call recording

Call recording is a phone system feature that captures and stores audio of business calls for later review, training or record-keeping.

Call routing

Call routing is the set of rules a phone system applies to decide where each incoming call is sent and what happens if it is not answered.

UCaaS (Unified Communications as a Service)

UCaaS is a cloud-delivered service that combines business phone, messaging, video meetings and presence in one platform with shared apps.

CCaaS (Contact Centre as a Service)

CCaaS is cloud-delivered contact centre software providing call queues, skills-based routing, callbacks, supervisor monitoring, recording and reporting.

How to use this glossary

Start with the term you were quoted or asked about. Each page opens with a definition short enough to repeat, followed by a longer explanation and an example of the term in a real business phone setup.

Terms are cross-linked. If a definition uses a word you do not know, the related-terms section on that page will usually have it. The entries on VoIP, PBX and call routing are the best starting points for a reader new to the subject.

Technology terms: VoIP, SIP, SIP trunk, softphone, DID.
System terms: PBX, cloud PBX, UCaaS, CCaaS.
Routing terms: IVR, auto attendant, call routing, ring group, call queue.
Operational terms: number porting, call recording.

VoIP (Voice over Internet Protocol)

Phone calls carried over an internet connection instead of a dedicated phone line.

PBX (Private Branch Exchange)

The private switch that connects a company's extensions to each other and to the outside world.

Call routing

The rules that decide where each incoming call goes and what happens when nobody answers.

Business Phone

Reliable calling with routing your team will actually use.

Frequently asked questions.

No. Each definition describes the term as it is used across the industry. A separate section on each page explains how the term applies to a 3CTel phone system, and that section is clearly labelled.

Not sure which of these you need?

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