Teleconferencing Services - Industry Lingo

To make the right business purchases, you have to know the language. Here's a guide to teleconferencing lingo.

Automated Attendant
A phone system accessory that answers the phone electronically, allowing callers to route themselves through a series of menu prompts (e.g. press 1 for sales) to the appropriate department or extension. Many voice mail systems come equipped with a basic automated attendant system.

Automated Call Distributor (ACD)
A phone system accessory that routes incoming calls among a set of extensions to ensure they are handled efficiently. ACDs are generally used in call centers that process many incoming calls.

Computer Telephony Integration (CTI)
Used to describe the broad category of applications that involve connecting a phone system to a computer. CTI makes it possible for a computer to receive data from an incoming call and process it into something useful for your business. The most common example is using caller ID information to bring up the appropriate database file on a computer screen.

Extension
Each telephone in a phone system.

Key System Unit (KSU)
Typically supports advanced business telephone features such as call forwarding, extension dialing, or voice mail options.

KSU-less System
Contains proprietary circuitry that allows communication without requiring a central cabinet. KSU-less systems have limited features, but they have become very popular because they are easier to install since they don't require a separate pair of wires back to the KSU from each phone.

Lines
Connections to the outside phone network. The number of lines determines the number of incoming and outgoing calls that can simultaneously occur.

Private Branch Exchange (PBX) System
An in-house telephone switching system that interconnects telephone extensions to each other, as well as to the outside telephone network. It may include functions such as least cost routing for outside calls, call forwarding, conference calling, and call accounting.

Trunks
Also known as lines, these are connections to the outside phone network. The number of trunks determines the number of incoming and outgoing calls that can simultaneously occur.

Voice Mail System
An accessory that allows callers to leave personal messages if an extension is not answered. Voice mail systems are generally purchased separately from a phone system, although many phone system manufacturers sell voice mail systems under their same brand name.

Voice Over Internet Protocol (VoIP)
Enables users to place calls by sending voice information in digital form using the Internet, thereby avoiding the tolls charged by ordinary telephone services.

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