Glossary
Glossary
In our glossary, you can learn more about communication and telephony-related terms
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010 number
010 number is a telephone number that is not geographically tied, that is, not a specific area code. 010 numbers are most often used by...
010 number
0-10
020 number
A 020 number is a telephone number that is most often used by companies, organizations and authorities in Sweden. A 020 number is geographically unbound...
020 number
0-10
3växel
3Switch - a mobile switchboard for businesses that helps you reduce the number of missed calls and increase customer satisfaction.
3växel
0-10
5G
5G stands for "fifth-generation mobile networks" and is the latest standard in wireless communication. It's engineered to replace 4G LTE…
5G
0-10
6G
With the global rollout of 5G underway, industry experts are already looking towards the next major innovation: 6G. This isn't…
6G
0-10
AI Agent
An AI Agent is a virtual assistant that uses artificial intelligence to automate calls, chats and errands — fast, smart and available 24/7.
AI Agent
A-D
AI Customer Service
AI customer service involves the use of artificial intelligence to manage, respond and streamline customer service — often in the form of voice or chat-based AI agents.
AI Customer Service
A-D
AI Operator
An AI Operator is a voice-controlled AI agent who answers calls, interprets what is said, and communicates — just like a human telephonist.
AI Operator
A-D
AI Receptionist
The AI Receptionist is a digital voice assistant that takes calls, greets, communicates and answers frequently asked questions — without having to man the switchboard.
AI Receptionist
A-D
AI Support Agent
An AI Support Agent is a digital assistant that helps manage support requests automatically via chat — with an understanding of both language and context.
AI Support Agent
A-D
Answering service
Prompt responses and constant availability are key to success. But how do businesses manage an ever-ringing phone system while also…
Answering service
Q-T
Bringing Your Own Carrier
BYOC is a model where companies use their own carrier for telephony — while running their switchboard in the cloud via a UCaaS or CCAAS solution.
Bringing Your Own Carrier
A-D
CPaaS
CPaaS stands for Communications Platform as a Service, a cloud-based platform that empowers businesses to integrate communication features such as…
CPaaS
A-D
Call Forwarding
Caller forwarding on a mobile phone means that calls are transferred to another telephone number. Calls that would have reached...
Call Forwarding
U-Z
Callback
Callback is a telephone service used by businesses to improve their customer service. The feature allows a user to choose to become...
Callback
A-D
Co-pilot
An AI Copilot is a support tool that works side-by-side with the user -- in real time -- to suggest actions, summarize conversations, and automate parts of the workflow.
Co-pilot
A-D
Codecs
The codec is a technology used to convert audio into packets of data and back again, and is central to enabling voice calls over the internet within UCaaS solutions.
Codecs
A-D
Conversational Intelligence
Conversation Intelligence is the technology in which AI analyzes conversations or chats to detect patterns, topics, emotions and actions — in order to generate valuable insights.
Conversational Intelligence
A-D
DECT
DECT, or Digital Enhanced Cordless Telecommunications, stands as a premier standard in wireless telephony technology. Far from being confined to…
DECT
A-D
Fixed Mobile Convergence (FMC)
Fixed Mobile Convergence or FMC is a telephony technology aimed at integrating mobile telephony with a company's traditional landline switchboard...
Fixed Mobile Convergence (FMC)
Fixed Telephony
Landline or fixed telephony refers to a communication system where voice calls are transmitted through physical cables—a technology rooted in…
Fixed Telephony
E-H
Help Center
A Help Center is a digital place where users can find answers to frequently asked questions, guides, and solutions — without having to contact support directly.
Help Center
E-H
IP telephony for business
IP telephony for business is a modern form of telephony in which calls go over the internet instead of the traditional telecommunications network.
IP telephony for business
I-L
Indoor Coverage
Mobile devices are our window to the world, but what happens when that window gets foggy indoors? Your communication isn't…
Indoor Coverage
I-L
Internet of Things (IoT)
The Internet of Things, or IoT, refers to the expansive network of physical devices — ranging from household appliances to...
Internet of Things (IoT)
I-L
Knowledgebase
A Knowledge Base is a structured knowledge bank with guides, FAQs, and troubleshooting — created to provide both customers and support teams with quick answers.
Knowledgebase
A-D
Mobile Extension (MEX)
Mobile Extension or MEX is a technology in telephony that aims to integrate mobile telephony with the traditional fixed telephone exchange...
Mobile Extension (MEX)
M-P
Mobile First
Mobile First is a philosophy where the mobile always comes first — both in design and function. It's about building services that work perfectly right in the mobile.
Mobile First
M-P
Omnichannel
Derived from the Latin “omni,” meaning “all,” Omnichannel signifies the interconnection of all communication channels to provide a unified interface...
Omnichannel
M-P
Presence
Presence, also known as referencing, shows a user's availability in real time and helps both people and systems make smart decisions in communication.
Presence
M-P
Roaming
You've probably heard the phrase “Roam like home” but what does it mean? Roaming means that users can connect to different...
Roaming
Q-T
Softphone
A softphone is a software-based phone that allows you to make and receive calls over the internet — without the need for a physical desk phone.
Softphone
Q-T
Tele2 Switch
Tele2 Switchgear, also known as Tele2 Allround, is a mobile switchboard for businesses of any size that offers flexibility and a...
Tele2 Switch
Q-T
Telenor OneX
Telenor One X is a service that offers an alternative solution for companies seeking telephone exchange management without traditional fixed switches. ...
Telenor OneX
Q-T
Telia Smart Connect
Telia Smart Connect is a cloud-based switch from Telia. That helps companies streamline their corporate communications with several different smart...
Telia Smart Connect
Q-T
WebRTC
WebRTC is an open technology that allows you to make calls, chat and have video meetings right in the browser — without plugins, apps or hassle.
WebRTC
U-Z
Work From Home (WFH)
Work From Home, often abbreviated as WFH, also known as "remote work", has gained popularity in recent years and has…
Work From Home (WFH)
U-Z
Wrap-Up Time
Wrap-up time — or processing time — is the time after a call when the agent is unavailable for new calls in order to have time to document and follow up.
Wrap-Up Time
U-Z
eSIM
In an era where connectivity is more crucial than ever, the traditional physical SIM card in our mobile devices is…
eSIM
E-H
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