Clear Glossary & Terms for Better Understanding

An intelligent system that routes incoming calls to the most suitable agent based on pre-defined business rules.

On-screen prompts and text that guide agents through a conversation to ensure consistency and professionalism.

A filter that detects when a call goes to voicemail, allowing the system to either hang up or leave a pre-recorded message.

A set of protocols that allow ICTContact to integrate and share data seamlessly with your other business software.

The powerful open-source engine that serves as the backbone for call routing and switching within the software.

A supervisor feature that allows a manager to join a live call to assist both the agent and the customer.

A status label (e.g., “Interested” or “Sale Done”) is assigned to a call by an agent to track the outcome.

The process of capturing and storing audio from calls for quality assurance, training, and legal compliance.

A comprehensive digital log containing data for every call, including duration, time, and cost.

A control setting that limits the number of active phone lines a specific user or campaign can use at once.

The connection between the contact center and software like Salesforce or HubSpot to provide agents with instant customer history.

Technology that allows computers to interact with telephone systems, enabling features like screen pop-ups.

Local phone numbers that allow external callers to reach a specific person or department directly.

A security filter that prevents the system from dialing numbers belonging to individuals who have opted out.

A tool used to facilitate real-time chat and messaging between agents, including group conference chats.

A backup configuration that ensures the system continues to run on a secondary server if the primary one has an issue.

A security standard ensuring that all sensitive healthcare and patient data is handled with the highest level of privacy.

A set of rules and configurations designed to manage incoming traffic, queues, and agent assignments.

A visual, drag-and-drop tool that allows you to design custom phone menus and call flows without coding.

A system that automatically chooses the cheapest carrier for an outbound call to save on costs.

A real-time dashboard showing active calls, agent performance, and campaign progress as it happens.

Distributing call traffic across multiple servers so no single server becomes overwhelmed.

A unified approach that allows communication across Voice, SMS, Email, and WhatsApp from one interface.

An advanced dialer that uses AI to predict agent availability and dials multiple numbers simultaneously.

An automated mode that only places a call when an agent is actually available, ensuring no “silent” calls.

A feature that automatically sends the result of a call to an external CRM or database the moment a call ends.

A software application used to make phone calls over the internet via a computer or mobile device.

Adherence to legal regulations regarding automated calling to avoid legal risks.

Integrating various tools—like voice, messaging, and email—into a single, easy-to-use platform.

A browser-based technology that allows calls directly in the web browser without any extra software.

The ability to remove original branding and replace it with your own company’s logo and identity.