Glossary

Updated: Jan 12, 2017

Here is a list of words and phrases you may encounter throughout your journey with Telzio and your VoIP phone system, along with their meanings.


Actions

Actions are features in a Call Flow that contain instructions for routing inbound calls. Actions include:

  • Forward Call
  • Queue
  • Transfer
  • Opening Hours
  • Voicemail
  • Phone Menu
  • Conference
  • Stripe

API

An API is a service that companies provide to enable outside programmers to integrate certain aspects of the company’s system into other applications.

Telzio offers an API you can use to integrate your Telzio services with your other business applications, such as CRM, help desk, and team chat programs.


ATA

An ATA is a device that enables you to use an analog phone with your Telzio VoIP service. You can use an ATA with desk phones, conference phones, and fax machines, and use them with your Telzio service.


Bandwidth

Bandwidth describes the speed of your internet connection. The more bandwidth you have, the faster your internet will be.


Callback

Callback is an option offered in the Queue settings of your Telzio phone system. While in a Queue, you can offer callers a Callback instead of holding on the phone. When it’s their turn in the Queue, the system will call your agent first, then call the caller back.


Call Flow

A Call Flow is the arrangement of Actions designed to automate inbound call routing. Learn more about Call Flows.


Codec

A codec is a programming tool used in VoIP to send audio data through an IP phone or softphone. Using different codecs can result in varying levels of audio quality.


Competitive Local Exchange Carrier (CLEC)

A CLEC is a telephone carrier. There are many CLECs all over the world that supply phone numbers to internet-telephone service providers (ITSPs) like Telzio.


Compression

Compression is when the size of an audio signal is reduced to take up less bandwidth, which lowers audio quality as a result. Similarly when you compress a JPEG file, the image quality becomes less clear. On the other hand, compression reduces the file size, enabling the file to load faster.


Conference Bridge

A conference bridge is a phone line that enables multiple callers to dial in at any given time to join the same call. You can add a conference bridge to any of your Telzio phone numbers.


Destination

A Destination is the User, Email, Group, Phone Number, or Call Flow where you intend to route calls, voicemails, or text messages.


IVR Menu

Interactive voice response menu (IVR) menu, or simply a Phone Menu, is an automated greeting that provides callers with options to be connected to a given destination.


Private Branch Exchange (PBX)

PBX is the hardware and/or software system that powers an organization’s phone lines and functionality – essentially, the phone system. PBX systems can be cloud based, on-premise, or a hybrid of both. Telzio is a virtual, or hosted PBX provider, which means we manage the telephone system infrastructure for our business customers.


Phone Menu

Also called an IVR Menu or Automated Attendant, a Phone Menu is an automated greeting that provides callers with options to be connected to a given destination.


Queue

A Queue is a virtual line where callers wait to be connected to the next available agent. Learn more about Queues.


SIP Trunking

In VoIP, SIP trunking connects your PBX system with your carrier services. Twilio is an example of a SIP trunk provider.


Softswitch

In VoIP, a softswitch is a central component of a hosted PBX that enables two ends of a phone call to connect. Softswitches are built-in to your Telzio phone system, eliminating the need for you to manage softswitches and SIP trunking services.


Timeout

Timeout is the amount of time a call will attempt to connect before moving onto the next destination or action. You can customize the length of the Timeout in the Forward and Queue settings of your Telzio Call Flows.


Transcription

Voicemail Transcription is an included feature with your Telzio service, which enables you to receive a transcribed text version of voicemail to your email.


User

A User is a sub-account of your Telzio phone system, which enables employees to log into devices and the Telzio website. Learn more about Users. In VoIP, Users are also called SIP Accounts.