Glossary Term Explanation Bluetooth Name for a wireless networking technology to connect cell/mobile phone calls Call alert Enables the user to determine when the is ringing by lights or vibration Call me Call that can be made to certain numbers requesting the caller to call. Often these calls are charged at a lower or not rate at all Cloud technology Technology accessed via the internet referred to as "cloud" technology Customer relations management This is a widely implemented system for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organise, automate, and synchronise business processes— such as sales activities Fax Fax (short for facsimile), sometimes called tele-copying, is the telephonic transmission of scanned printed material (both text and images), normally to a telephone number connected to a printer or other output device House guest Refers to a guest who is currently staying in the hotel Individually abbreviated numbers The telephone system will usually allow you to program up to 10 frequently dialled telephone numbers on your key 0 thru 9 to act as a speed dial pad
Internet telephony Refers to communications services —voice, fax, SMS, and/or voice-messaging applications— that are transported via the Internet IVR Interactive response- interaction with the company via pre-recorded responses to get the callers details and deal with the queries. Often referred to as an automated attendant On hold messaging Having a caller hear details about your company while they are waiting on hold PABX Private automated branch exchange - this telephone network is commonly used by call centres and other organisations. PABX allows a single access number to offer multiple lines to outside callers while providing a range of external lines to internal callers or staff Pager 2 way radio system used to maintain contact with staff in a large establishment. Control panel is usually located in the PABX system PBX Private branch exchange - a private telephone network used within an organisation. Users of the PBX share a certain number of outside lines for making telephone calls external to the PBX PMS Property management system - computer system for a hotel and guest information Means of putting a dollar value onto a phone call Room status This details the status of the room at any point in time - vacant clean, vacant dirty, occupied clean, occupied dirty, out of order
VoIP solution Call centre functionality Computer network integration Screen popping on computer telephony integration providing agents with customer details on their screen Easy customer self-administration software Organising phone lines Toll free phone numbers Use of headsets Conference phones On hold messaging. Ability to record calls
Quality reporting tool Enable you to submit call quality information to your system administrator at his or her request. Remove conference participants Allows you to disconnect conference call members who are no longer needed in the conference call without affect the other participants. Recorded announcement Ability to convert text messages to a or speech recording. Therefore, there is no need to pay for humans to record messages for you. Supervisor call monitoring The system has the capability to the supervisor to listen to any calls in progress for purposes of quality assurance and training. Trunk/trunking or Trunk link A name for the operator assisted call that is made international or nationally through the telephone system.