Glossary
Nexbridge has put together a glossary of the most commonly used terms in the industry, use the letters below to find the word you're looking for.
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- ACD – Automatic Call Distributor
An ACD or Automatic Call Distributor is a system or device that manages the process of routing inbound calls to different call agents within a call centre. ACD’s often use an interactive voice response to gain the relevant information to route each call. This allows agents specialised in different subjects to be assigned to the appropriate calls. Read more
- ASR – Answer Seizure Ratio
ASR stands for Answer Seizure Ratio, which is a measure of the quality of a voice network as well as call success rate. The ASR is calculated as the percentage of attempted calls (or seizures) that are actually answered by the end party. The ASR is affected by customer behaviour, as well as network congestion and busy destination circuits. Read more
- BRI line – Basic Rate Interface line
A BRI line (or Basic Rate interface line) is an access method for the integrated services digital network (see ISDN). The line provides two bearer channels for voice and data, and one for signalling. Read more
- BT IPX – British Telecom Internet Protocol Exchange
BT’s IP exchange service is an IP based platform that connects telecommunications networks. BT IPX allows the seamless integration of VoIP (Voice over Internet Protocol) and traditional voice services. Read more
- Bulk SMS Delivery
Bulk SMS delivery, also referred to as mass text messaging, wholesale SMS delivery, or SMS marketing describes the delivery of an SMS text message to a large number of mobile phones simultaneously from one interface. Bulk SMS delivery services such as NexSMS from Nexbridge allow an organisation to send mass SMS text messages for SMS marketing campaigns or to give their customers important information and access a customer base from their mobile phones. Bulk SMS delivery provides an extremely useful and non-intrusive form of direct communication to a customer base at any time. More information
- CAPS – Call Attempts Per Second
CAPS is a measure of the total number of call requests that can be made by a telecoms system or network each second. CAPS is a more accurate measure of call processing power than the commonly used CPS or Calls Per Second (see CPS). This is because making X number of call requests per second actually places more demand on a network than does handling all the calls that are connected.
- CDR – Call Detail Record
A Call Detail Record provides information about a communications session that has transversed a piece of telecommunications equipment. Information can include the calling and called CLIs, the time and duration of a call, the call routing pattern and much more. Thousands of companies use CDR’s to calculate charges and bill their customers accurately. Read more
- CLI – Calling Line Identity
Calling Line Identity, or CLI put simply is a telephone number. A CLI is presented to a called party’s telephone equipment (usually their mobile or landline phone) during the ringing signal before a call is answered. Some telecommunications networks allow users to present different CLI’s on the called persons equipment with each call made, and these can be localised to the called party. Read More
- Codec
A codec is a device or software which compresses and decompresses data to enable faster transfer. Codecs are used in VoIP networks to digitise analog voice signals so that they can be sent to their destination before being decompressed back into the analog voice signals we hear on the end of a telephone. Some of the most commonly used communications codecs are ITU G.711, ITU G.729 and GSM.
- Colt
Colt is a UK based provider of communications services, from individual products to integrated solutions in networking, data centre, voice and IT. Nexbridge connects with Colt and other Tier 1 carriers to bring its customers the best call termination rates for each call. Read more
- Contact Rate
For call centres and other businesses conducting outbound calling campaigns, the contact rate refers to the rate at which successful contact is made by the call agent for a given set of call data. It is almost impossible for a large calling campaign to be conducted without some of the calls being unanswered or disconnected.
There are various ways for organisations and businesses to increase their contact rates. Methods like CLI localisation can see uplifts in contact rates by up to 30%.
- CP – Communications Provider
A Communications Provider (CP) or Communications Service Provider (CPS) provides the ability to send information electronically. This service can be specific to either media, entertainment, or telecommunications, or can support a combination of the three. Communications Providers are vital to the way we now live, and different providers specialise in an array of different industries, with Nexbridge specialising in the call centres or businesses routing high volumes of calls.
- CPE – Customer Premises Equipment
CPE stands for Customer Premises Equipment. CPE describes any telephone or other service provider equipment that resides at the customers’ premises but is the property of the services provider. CPE includes telephones, headsets, routers, switches, gateways and other equipment.
- CPS – Calls Per Second
CPS is a very common metric used in the telecommunications industry. CPS describes the number of simultaneous calls a telecoms system or network can successfully handle each second. CPS is often used to refer to the processing power of telecommunications networks, but a more accurate measure for call processing is actually Call Attempts Per Second or CAPS. Read more
- CRM – Customer Relationship Management
Customer relationship management is a model for managing an organisation’s relationship with its customers and sales prospects. CRM tracks and codifies the communication between an organisation and its publics, and can provide data from different communication channels that can inform marketing and business strategy, and ultimately increase sales.
- CTI – Computer Telephony Integration
CTI (Computer Telephony Integration) describes the integration of voice and data at a call agents’ desktop. CTI usually utilises a desktop interface where agents can control calls, manage customer account information and change their status (busy, ready, not ready etc.).
- CTPS – Corporate Telephone Preference Service
The Corporate Telephone Preference Service (CPTS) is a central opt-out register, whereby businesses can register their wish not to receive unsolicited sales and marketing telephone calls to either all their organisations’ telephone numbers, or to certain select numbers. It is a legal requirement that companies do not make such calls to any numbers registered on the CTPS. Like the TPS, the CTPS does not prevent any genuine sales and marketing calls. Read more
- DMS – Document Management System
Many call centres handle large amounts of incoming mail. This can be opened and scanned by a Document Management System for electronic distribution as part of a workflow process for managing correspondence.
- DNIS – Dialled Number Identification Service
This is a telephone service used by the receiver of a call, which identifies the number that the caller dialled to make the call. DNIS is useful where multiple numbers route to one person, because it allows calls to be answered based on which number has been dialled. DNIS can be beneficial to any business that uses multiple telephone numbers for different purposes.
- FCS – Federation of Communication Services
The Federation of Communication Services is an organisation devoted to regaining balance and transparency in the communications industry. The FCS attempts to highlight the importance of business-to-business communication in the market and informs government regulations. Marketing and Media professionals can sometimes underrepresent the importance of business communication, despite the vital role it plays in every business.
- G.711
G.711 is a codec commonly used in IP telephony. G.711 was developed by the International Telecommunications Union and comes in two varieties, namely, U-law and A-law. The A-law variety is used in most countries other than Japan and the United States. G.711 a-law is used by the Nexbridge network.
With G.711, no compression takes place during the transmission of voice data – the codec only converts the analogue signal to a digital signal. The main downside to using this codec is that it takes up a lot of bandwidth due to the lack of compression. G.711 is supported by the vast majority of VoIP providers.
- Gamma
Gamma is a UK based communications provider, offering a variety of services to all sizes of business. Nexbridge is connected to various Tier 1 carriers including Gamma, to ensure we can provide excellent rates for our customers.
- ICO – Information Commissioners Office
The ICO is a non-departmental public body responsible for the Data Protection Act 1998, the Freedom of Information Act 2000 and the Privacy and Electronic Communications Regulations 2004. The ICO works to maintain information rights in the interest of the public, promote transparency in public bodies and uphold data privacy for individuals.
Visit our TPS Compliant page for more information about how the Privacy and Electronic Communications Regulations can affect your business.
- iConsole
iConsole is the online user interface built for Nexbridge customers. iConsole provides useful information and a number of account management tools from CDR analysis, to balance updates and customer data uploads for Dial Sure campaigns.
- IDA – Indirect Access
IDA or Indirect Access is a method of terminating a call via an outside network. An access code is dialled before the called telephone number which identifies the network to be routed to. IDA is used by many businesses to allow cost savings to be made (Least-cost Routing), or to take advantage of other services provided by the outside network.
- Interconnection
An interconnection commonly describes the physical connection of a telecommunications provider’s network, such as the Nexbridge network, to another organisation’s communications equipment or facilities. Organisations interconnect with different communications providers depending on their traffic requirements.
- IPX – IP Exchange Service
BT’s IP exchange service is an IP based platform that connects telecommunications networks around the UK. BT IPX allows the seamless integration of VoIP (Voice over Internet Protocol) and traditional voice services. BT is investing heavily in the global integration of VoIP with the traditional PSTN lines.
- ISDN – Integrated Services Digital Network
ISDN describes a set of communication standards, which bring about the transmission of voice, video, and other data over the traditional switched telephone network. The ISDN was developed because it allows both speech and data to be transmitted on the same lines. This was not possible using the classic telephone system.
- ITSPA – Internet Service Telephony Providers Association
The ITSPA is an organisation acting as a voice for the IP telecommunications industry. The ITSPA and its member businesses maintain a VoIP code of practice, which aims to shape the industry standards for better competition and self-regulation.
- IVR Menu – Interactive Voice Response Menu
An IVR menu describes a series of customisable, recorded audio prompts what allow customers to give preliminary information about the reason for calling. IVR menus allow inbound calls to be directed to the most appropriate department or agent, depending on the subject of each call. Customers convey this preliminary information by responding by voice or using options assigned to the numbers on their keypad. This information can then be transferred to an ACD to route the call.
- Least-cost Routing
Least-cost Routing or Least-cost Call Routing is a method of reducing the costs of outbound communications in the telecoms industry. Carriers of call traffic will route communications via different networks (other carriers) depending on the cost for a specific time period or depending on the location of the called party. Nexbridge regularly reviews its carrier relationships to ensure its customers receive the best rates possible.
- Media Gateway
A Media Gateway converts data from the format used in one network to the format used in another. Media Gateways act as entry points to other networks. In a typical setup, the gateway will be associated with a router and a switch. The router will know where to route a particular packet of data that arrives at the gateway, whilst the switch will set up the path in and out of the gateway for particular packets of data. Many Nexbridge customers who do not have a SIP capable PBX use a SIP media gateway to interconnect.
- NAT – Network Address Transmission
NAT refers to the modification of IP address information across a routing device. This is most commonly used to limit the number of public IP addresses an organisation must use.
- NexSMS
NexSMS is a bulk SMS delivery service from Nexbridge. NexSMS allows you to send bulk batches of text messages simultaneously. This can all be done from one simple online interface, which lets you easily manage your customer contact or SMS marketing campaign. You can view your messages and their status, upload bulk message files, and take advantage of our single number messaging service. NexSMS allows you to conduct and manage a large SMS messaging operation, all from one place.
- OpenSIPS
OpenSIPS is simply an acronym of Open Session Initiation Protocol Server, which is an open source implementation of a GPLed SIP server. Open source simply means that a product is completely accessible from a design and implementation perspective, and can be distributed free of charge. OpenSIPS is an open source SIP proxy/server known for its high capacity and robustness. OpenSIPS can be used to support VoIP services that route millions of simultaneous calls.
- PBX – Private Branch Exchange
A Private Branch Exchange is a system that is housed within an organisation that allows a number of internal central office stations to share a connection to the Public Switched Telephone Network (see PSTN).
- PECR – Privacy and Electronic Communications Regulations
The Privacy and Electronic Communications Regulations set out the rules that organisations must comply with regarding electronic marketing messages and electronic communications. The regulations also concern the use of cookies on websites, telephone directories, traffic data, locations data and security breaches.
Organisations conducting outbound calling campaigns should ensure they comply with the PECR to avoid hefty fines. This includes complying with the restrictions associated with the telephone preference service (TPS). The TPS complements the PECR by ensuring that individuals and businesses can opt-out of receiving direct sales and marketing calls. TPS cleansing services can help prevent such fines.
- Predictive Dialler
A Predictive Dialler is a dialler that uses complex algorithms to estimate the appropriate amount of calls to make at any one time. Predictive diallers will make more calls than there are agents to answer them, taking into account the fact that many calls will not be answered or abandoned, and predicting when agents are close to the end of their current call. Predictive diallers minimise the amount of time agents spend waiting for calls to be assigned to them, and can also display information about the customer account associated with each dialled number before calls are even answered.
It’s important to establish whether a hosted or on-premesis dialler is best, and this will depend on the nature of the organisation.
Predictive diallers require a communications network that can comfortably handle the number of call attempts that they generate.
- PRI – Primary Rate Interface
A Primary Rate Interface is a standardised telecommunications service level within the ISDN specification for carrying multiple voice and data transmissions between a network and a user.
- PSTN – Public Switch Telephone Network
The Public Switch Telephone Network is the worldwide network of telephone connections that provides the telecommunications service. The PSTN allows virtually any two telephones to be connected using a series of telephone lines, cables, transmission links, and satellites. IP telephone networks differ from the PSTN in a number of ways.
- SIP – Session Initiation Protocol
SIP can be described as a signalling protocol that is used for controlling communication sessions over Internet Protocol (IP). Examples of the types of communications sessions controlled by SIP include voice and video calls, instant messaging, and online games. The SIP protocol can be used for creating, terminating, and modifying sessions that can consist of several media streams. SIP is a enabling technology, which allows organisation to take advantage of a hugely diverse set of communications tools and applications. SIP is considered by many industry professionals as the future of network communications.
- SIP Trunk
SIP trunking is a VoIP Protocol based upon SIP. SIP Trunking allows ITSPs (Internet Telephony Service Providers) to deliver telephony services and unified communications (voice, video and other media) to a SIP based PBX (Private Branch Exchange). It is also possible to provide SIP trunking on a PBX that isn’t SIP based by using a SIP Gateway to convert from ISDN (Q931) to SIP.
The benefits of using SIP trunks include:
Calls that are made over the Internet are far cheaper than calls made from traditional landlines. Furthermore, it is very common for calls made to different sites within the same business to be free as calls are originated and terminated on the same network (on net).
SIP trunks make use of your existing data connection, and as a result can negate the requirement for line rental, saving your business money. - Softswitch
A softswitch (software switch) is a central interconnecting device in a telecommunications network, which routes calls from registered end points much like a traditional switch board, but does so by running as software on a computer server. Most softswitches manage VoIP signals and therefore require a conversion device such as a SIP trunk to route calls from the PSTN. A softswitch can integrate call management platforms to allow the billing and management of a large number of calls passing through a network.
- TCP/IP – Transmission Control Protocol / Internet Protocol
The TCP or IP is the basic communication language or protocol of the internet. It is a suite of communications protocols used to interconnect network devices on the Internet.
- TPS – Telephone Preference Service
The TPS is a central opt out register whereby individuals can register their wish not to receive unsolicited sales and marketing telephone calls. It is now a legal requirement that companies cannot make calls to any numbers that are registered on the TPS. The TPS however, does not protect subscribers from silent calls, calls from overseas companies, debt collection, nuisance calls, scam and abusive calls as well as recorded and automated messages.
- TPS Compliant
TPS Compliant is a regulatory compliance service from Nexbridge, which can ensure that no person registered with the TPS (Telephone Preference Service) can receive illegal direct sales and marketing calls from organisations who route traffic through the Nexbridge Network. Recent amendments to the PECR regulations have meant that failure to comply can result in civil monetary penalties of up to £500,000. TPS compliant allows protection from breaches of both the TPS, and the CTPS (Corporate telephone preference service).
- UPS – Uninterruptible Power Supply
A UPS, or Uninterruptible Power Supply is a stand alone device which provides back up power in the event of a failure to the primary power source. UPS devices are invaluable to communications network architecture because unlike backup/standby generators, they provide an almost instantaneous transfer of power. UPS devices use batteries, supercapacitors or flywheels to produce power.
- UPS – Uninterruptable Power Supply
An Uninterruptable Power Supply is a device that provides an emergency power supply to a load when the primary power source (usually mains power) is compromised. A UPS provides an almost instantaneous back up of power, which can come from a separate generator or other power source. The Nexbridge network uses a UPS device connected to a back up diesel generator, providing a seamless transfer of power source, and zero interruption to call traffic in the event of a mains failure.
- VoIP – Voice over Internet Protocol
VoIP is an acronym for Voice Over Internet Protocol, which essentially refers to the collection of technologies, communication protocols, and transmission techniques required to deliver voice calls over Internet Protocol (IP). The main difference between traditional calls (see PSTN) and VoIP calls is that VoIP calls are delivered over the Internet, whilst traditional PSTN calls are delivered over physical analogue lines. Voice signals (or other types of media) are digitized and broken into packets to be sent over one shared Internet connection. VoIP is thought to be the next step for call centres because it will facilitate the integration of multiple contact channels such as voice and web chat and social media.
- VPN – Virtual Private Network
A VPN or Virtual Private Network allows a contained ‘virtual’ network to be established over a public network. This allows connections over long distances to remain part of a private network and is useful for organisations with different regional offices for example. VPNs allow file sharing, video conferencing and other network services.
- WAN – Wide Area Network
A Wide Area Network is a telecommunications network that uses leased telephone lines to connect across, metropolitan, regional, national or international boundaries.