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VoIP Definitions: 100+
Acronyms & Terms Explained

Explore simplified explanations for common business communications and
VoIP terms. Decode terminology used by high-performing IT teams.

  • VoIP
  • Voice Over Internet Protocol
  • IP
  • Internet Protocol
  • SIP
  • Session Initiation Protocol
  • SIP ALG
  • Session Initiation Protocol Application Layer Gateway
  • SBC
  • Session Border Controller
  • RTP
  • Real-time Transport Protocol
  • TCP
  • Transmission Control Protocol
  • UDP
  • User Datagram Protocol
  • ISP
  • Internet Service Provider
  • LOA
  • Letter of Authorization
  • FOC
  • Firm Order Commitment
  • CSR
  • Customer Service Record
  • BLF
  • Busy Lamp Field
  • Active Directory
  • SSO
  • Single Sign-On
  • Push to Talk
  • Group Paging
  • Call Group
  • Auto Attendant
  • Call Center
  • QoS
  • Quality of Service
  • PBX
  • Private Branch Exchange
  • DID
  • Direct Inward Dialing
  • PCAP
  • Packet Capture
  • EWT
  • Estimated Wait Time
  • AHT
  • Average Handle Time
  • ASA
  • Average Speed of Answer
  • ACD
  • Automatic Call Distributor
  • NAT
  • Network Address Translation
  • CNAM
  • Caller Name
  • LEC
  • Local Exchange Carrier
  • ILEC
  • Incumbent Local Exchange Carrier
  • CLEC
  • Competitive Local Exchange Carrier
  • CNI
  • Carrier Network Infrastructure
  • IVR
  • Interactive Voice Response
  • POE
  • Power Over Ethernet
  • DND
  • Do Not Disturb
  • Toll-Free Number
  • Ringback
  • Call Announcement
  • Key System Phone
  • Call Forwarding
  • Caller ID
  • Calling Line ID
  • Service Provider
  • Internet Carrier
  • Number Porting
  • Number Not Eligible to Port
  • Local Call
  • Long Distance Calling
  • Rate Centers
  • Ping
  • Jitter
  • Network Packet
  • Modem
  • Packet Loss
  • Router
  • Gateway
  • Network Switch
  • NID
  • Network Interface Device
  • Default Gateway
  • Phone Line Key
  • Soft Key
  • Choppy Audio
  • Command Prompt
  • Network Bandwidth
  • Call Queue
  • DTMF
  • Dial Tone Multi-Frequency
  • Latency
  • MOS
  • Mean Opinion Score
  • VoIP Adapter
  • PABX
  • Private Automatic Branch Exchange
  • Agent Availability
  • Hosted PBX
  • Cloud PBX
  • Hosted VoIP
  • VoIP Switchboard
  • SIP Trunking
  • Trunk Line
  • Channel
  • Call Path
  • Phone Extension
  • SIP Authentication
  • SIP Registration
  • Voicemail to Email
  • Voicemail Transcription
  • Double NAT
  • Skill Based Routing
  • Regular Call Routing
  • Circular Call Routing
  • Weighted Call Distribution
  • Uniform Call Distribution
  • Voicemail Greetings
  • Softphone
  • HD Voice
  • High-Definition Voice
  • Codec
  • Conference Call
  • Call Bridging
  • Conference ID
  • DECT
  • Digital Enhanced Cordless Telecommunications

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VoIP
Network
Call features
Hardware
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VoIP

You’re a total VoIP expert. Or, you will be once you browse through these ridiculously simple definitions of all things VoIP.

VoIP
Network
Call features
Hardware
Remote work

Network

A basic understanding of networking is crucial for anyone managing a business phone system. Here are some common networking terms and acronyms in the context of VoIP.

VoIP
Network
Call features
Hardware
Remote work

Call features

Your VoIP phone system and call center is packed with useful features like auto attendants, IVR, voicemail, and conference calls. Discover more VoIP features and what they do, below.

VoIP
Network
Call features
Hardware
Remote work

Hardware

This is a list of equipment that you might typically see in a VoIP phone setup. Scroll down for quick definitions on the most used VoIP hardware and accessories.

VoIP
Network
Call features
Hardware
Remote work

Remote work

If you’re a newcomer to the remote work world, some industry-unique terms might look confusing. We’ve got you. Talk the talk in no time with these common definitions.

VoIP
Network
Call features
Hardware
Remote work
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What is VoIP?

VoIP, or Voice Over Internet Protocol, is the ability to send audio to another device using the internet as a medium, ra... more

VoIP
What is IP?

IP, or Internet Protocol, is a method that computers use to send data between them. It describes the way that this data ... more

VoIP Network
What is SIP?

SIP, or Session Initiation Protocol, is a method that computers use to open, maintain, and close active connections betw... more

VoIP
What is SIP ALG?

SIP ALG, or Session Initiation Protocol Application Layer Gateway, is a tool that some networks use to speed along SIP r... more

VoIP
What is an SBC?

An SBC is a Session Border Controller, a network device used to protect SIP-based VoIP networks. The SBC provides call c... more

VoIP Network
What is RTP?

RTP, or Real-time Transport Protocol is a method that computers use to send data that is to be implemented in real-time.... more

VoIP Network
What is TCP?

TCP stands for Transmission Control Protocol. TCP is a process by which computers and other networking devices send data... more

Network
What is UDP?

UDP stands for User Datagram Protocol. UDP is a process by which computers and other networked devices send data and is ... more

Network
What is an ISP?

An ISP is an internet service provider that connects subscribers to the internet. ISPs are responsible for the infrastru... more

Network
What is an LOA?

LOA stands for Letter of Authorization, or a Letter of Agency. An LOA is a legal document allowing a new service provide... more

VoIP
What is FOC in VoIP?

FOC stands for Firm Order Commitment. An FOC is the date on which the losing carrier has stated it will release a phone ... more

VoIP
What is CSR in VoIP?

CSR stands for Customer Service Record. A CSR is a document detailing all the legal ownership attributes of a phone numb... more

VoIP
What is BLF?

BLF stands for Busy Lamp Field. BLF is a feature in which unused line keys on your desk phone monitor the status of othe... more

Call features
What is an Active Directory?

AD, or Active Directory, is a series of processes and services that are available on Windows Server Operating Systems. I... more

Call features
What is SSO in VoIP?

SSO, or Single Sign-On, is a process that links a user’s accounts in one or more distinct programs so that logging int... more

Call features
What is Push to Talk?

PTT stands for Push to Talk. Push to Talk is an intercom feature included in Nextiva's VoIP services. It allows a user t... more

Call features
What is Group Paging in VoIP?

GP stands for Group Paging. Group Paging is a broadcast feature included in many VoIP services. It allows a user to broa... more

Call features
What is a Call Group in VoIP?

CG stands for Call Group. A Call Group is a collection of phones that receive calls directed to a single phone number or... more

Call features
What is an Auto Attendant?

AA stands for Auto Attendant. An Auto Attendant is an audible menu of options where a caller can use their dial pad to d... more

Call features
What is a Call Center in VoIP?

CC stands for Call Center. A Call Center is a telephony term that describes a mechanism or process by which callers can ... more

Call features
What is QoS in VoIP?

QoS stands for Quality of Service. QoS determines the order that data enters or leaves a network. It allows for VIP proc... more

VoIP Network
What is PBX in VoIP?

PBX stands for Private Branch Exchange. A PBX is a software or hardware solution to route calls within a private network... more

VoIP Hardware
What is DID in VoIP?

A DID, or Direct Inward Dialing number is used to designate direct calling lines. In the US, it is a ten-digit number br... more

VoIP Remote work
What is PCAP in VoIP?

A PCAP, or Packet Capture, is a method by which network technicians and VoIP technicians can view the packets of data se... more

Network
What is EWT in VoIP?

EWT stands for Estimated Wait Time. EWT is a call center metric that predicts how long a new caller in a queue will wait... more

Call features
What is AHT in VoIP?

AHT stands for Average Handle Time and is the average length of one customer interaction. This duration starts from the... more

Call features
What is ASA in VoIP?

ASA, or Average Speed of Answer, is a call center metric that reports how long (on average) callers have waited in a que... more

Call features
What is ACD in VoIP?

ACD stands for Automatic Call Distribution. ACD is the process by which a call center selects which agent is going to re... more

Call features
What is NAT in VoIP?

NAT stands for Network Address Translation. NAT translates data coming from inside a network, into a form that can be un... more

Network
What is CNAM in VoIP?

CNAM stands for Caller ID Name. The CNAM is the name information that is tied to a phone number and may display on devic... more

Call features
What is an LEC in VoIP?

LEC stands for Local Exchange Carrier. An LEC is a regulatory term for companies that provide phone service or transport... more

VoIP Network
What is an ILEC in VoIP?

ILEC stands for Incumbent Local Exchange Carrier. An ILEC is a company that provided LEC services before the Telecommuni... more

VoIP Network
What is a CLEC in VoIP?

A CLEC or Competitive Local Exchange Carrier, is a company that provides LEC services as a competitor to incumbent carri... more

VoIP Network
What is Carrier Network Infrastructure?

CNI or Carrier Network Infrastructure, is the totality of physical media by which data can be passed from one location t... more

VoIP Network
What is IVR in VoIP?

IVR stands for Interactive Voice Response. An IVR is an automated menu that callers navigate with their voice or keypad... more

Call features
What is PoE?

PoE stands for Power over Ethernet. PoE devices receive an electrical current over the same line that they use to connec... more

Network Hardware
What is DND Mode?

DND stands for Do Not Disturb. DND is a status in which all available lines are marked as “busy”. This forces your v... more

Call features
What is a Toll-Free Number?

A toll-free number is a phone number that is free for callers to reach by any phone (including pay phones). This is beca... more

VoIP Network Call features
What is Ringback?

A ringback is an audio file that plays in place of ringing. It only persists while the phone is ringing but remains unan... more

Call features
What is a Call Announcement?

A call announcement or pre-alerting announcement is an audio file that plays before the called phone begins ringing.... more

Call features
What is a Key System Phone?

A key system is reminiscent oflandline phone structures. All phones share the same lines, so a call on line 1 was a call... more

Network Hardware
What is Call Forwarding?

Call forwarding is a feature in which a phone, or phone number, redirects incoming calls. A new phone number then answer... more

Call features
What is Caller ID?

Caller ID is a feature by which a phone displays its phone number on the phone it calls. It can also include the name as... more

Call features
What is a Calling Line ID?

Calling line ID is another term for Caller ID, and is a feature by which the phone number that is calling displays on th... more

Call features
What is a Service Provider in VoIP?

A service provider is a company that supplies a dial tone to a customer’s local network. It provides access to make an... more

VoIP Network
What is an Internet Carrier?

A carrier is a company that manages the infrastructure for phones and the internet. They provide a connection between cu... more

VoIP Network
What is Number Porting?

Porting is the process to transfer phone numbers between carriers and service providers. A new provider will have to por... more

VoIP Network
What Does “Number Not Eligible to Port” Mean?

Rejection is the denial of a port request issued by the losing provider or carrier. There are specific reasons to reject... more

VoIP Network
What is a Local Call?

A local call is a call made while accessing a single switching center. It usually represents calls made within one area ... more

VoIP Network Call features
What is Long-Distance Calling?

Long-distance calling requires multiple switching centers to connect. Landline providers typically charged for these cal... more

VoIP Network Call features
What are Rate Centers?

A rate center is, within the North American calling plan, a geographical area that determines local calls vs. long-dista... more

VoIP Network
What is Ping?

Ping is a measurement of the time (in milliseconds) it takes for data to get from one device across the internet to a ta... more

Network
Jitter - Definition

Jitter is a measure of the average difference in ping times. It is the average derivation from the mean transmission del... more

VoIP Network
What is a Network Packet?

A network packet is a collection of data sent over the internet from one computer to another. Packets are useful because... more

VoIP Network
What is a Modem?

A modem is a device whose sole purpose is to establish a connection to the internet and provide that connection to anoth... more

VoIP Network Hardware Remote work
Packet Loss - Definition

Packet loss is a measurement of the percentage of data packets sent from one host to another that do not arrive at their... more

VoIP Network
Router Definition: What is a Router & How Does It Work?

A router is a device whose purpose is to route information between devices on an internal network. It also routes inform... more

VoIP Network Hardware Remote work
What is a Gateway?

A gateway is a device that contains the functions of a modem and a router. It acts as a “gateway” between dissimilar... more

VoIP Network Hardware
What is a Network Switch?

A switch is a piece of network hardware that extends the functionality of a router. In networking terms, a switch is a l... more

VoIP Network Hardware
What is a Network Interface Device (NID)?

NID or Network Interface Device is the separation between a carrier’s local cabling and a customer’s on-premise wiri... more

VoIP Network Hardware
What is a Default Gateway?

The default gateway is an IP address. A device on a network sends data it intends to exit its network to this address wh... more

VoIP Network
What is a Phone Line Key?

A line key is one of the physical or touch-screen buttons used to designate individual lines on a phone.... more

VoIP Hardware
What is a Soft Key?

A soft key is one of contextually adaptive physical or touch-screen buttons designed to perform a function on a physical... more

VoIP Call features Remote work
What is Choppy Audio?

Choppy audio is when both parties are connected, but one party or the other is having a difficult time understanding. Th... more

VoIP Network
What is Command Prompt?

Command Prompt is a Windows console command program. It is built into Windows computers of every era.... more

VoIP Network
What is Network Bandwidth?

Network bandwidth is the amount of data that can be sent from one point to another within a certain timeframe. It is mea... more

Network
What is a Call Queue?

A queue is one line of callers who are waiting for an agent to receive the call. A call can only be in one queue at a ti... more

Call features
What are DTMF Tones?

DTMF stands for Dial Tone Multi-Frequency. DTMF is the standard by which telephone providers translate the individual bu... more

VoIP Hardware Call features
Latency Definition: What is It? How Do You Reduce It?

Latency is another name for ping. Latency is a measure of the time it takes a computer message to reach its destination ... more

VoIP Network
What is MOS Score?

MOS stands for Mean Opinion Score, and is a process by which the quality of a phone call is measured and scored between ... more

VoIP Network
What is a VoIP Adapter?

A VoIP adapter, otherwise known as an ATA (Analog Telephone Adapter) is a hardware device that converts phone signals fr... more

Hardware
What is PABX?

PABX stands for Private Automatic Branch Exchange. A PABX is the same as a PBX although it precludes manual switching. M... more

VoIP Hardware
What is Agent Availability?

Agent availability is a measure of the percentage of time an agent was marked as 'Available'. This is measured during th... more

Call features
What is a Hosted PBX?

A hosted PBX is a service that provides PBX features via an internet connection. This connection goes from a customer si... more

VoIP
What is Cloud PBX?

A cloud PBX is a service that provides all the features of a PBX seamlessly through the internet instead of hardware loc... more

VoIP
What is Hosted VoIP?

Hosted VoIP is a telephony business model. A service provider houses the equipment and servers, and manages call routing... more

VoIP
What is a VoIP Switchboard?

A VoIP switchboard is used to describe a PBX or VoIP telephony. It can also be used to describe a program by which a rec... more

VoIP Hardware
What is SIP Trunking?

SIP Trunking is a specific type of VoIP service. A service provider lends access credentials to a PBX located on site vi... more

VoIP
What is a Trunk Line?

A trunk line is one specific connection or set of connections to a PBX. This may also reflect the number of phone calls ... more

VoIP
What is a Channel?

A channel has multiple definitions depending on the context. Usually, it refers, in VoIP, to a unit of measurement denot... more

Network
What is a Call Path?

A call path is one call that can be handled on a hosted service. In many services, this equals the number of users/exten... more

VoIP Call features
What is a Phone Extension?

An phone extension is a unique identifier of a phone or feature on a VoIP network. Some features may require an extensio... more

VoIP Call features
What is SIP Authentication?

Authentication details are credentials for a service provider. They prove that a device is allowed to place and receive ... more

VoIP
What is SIP Registration?

SIP registration is the connection between a desk phone, softphone, or PBX, and a service provider's network.... more

VoIP
What is Voicemail to Email?

Voicemail to Email is a process by which voicemail messages are converted digitally into a '.WAV' file. That file is sen... more

Call features
What is Voicemail Transcription?

Voicemail transcription is a process to turn voicemails into text. A voice-to-text translator listens to a voicemail. It... more

Call features
Double NAT - Definition

A Double NAT is a networking situation where two devices are performing Network Address Translation. This situation can ... more

Network
What is Skill Based Routing?

Skill based routing is a call center specific routing system in which you define the skills necessary to take calls and ... more

Call features
What is Regular Call Routing?

Regular routing is a call distribution process where calls are routed to specified agents in the specified order every t... more

Call features
What is Circular Call Routing?

Circular call routing is a call distribution process where calls are routed to agents in the order specified, but when a... more

Call features
What is Weighted Call Distribution?

Weighted call distribution is a process where agents are designated to receive a specific percentage of incoming calls f... more

Call features
What is Uniform Call Distribution?

Uniform routing is a call distribution process where calls route to agents that have been idle the longest.... more

Call features
What are Voicemail Greetings?

A voicemail greeting is an audio file that callers hear before they leave a voicemail. It typically includes an apology ... more

Call features
What is a Softphone?

Softphone is a portmanteau of “Software phone”. A softphone is an application that can establish a connection to a s... more

VoIP Call features Remote work
What is HD Voice?

HD voice is any VoIP call that utilizes a “High Definition” codec. It is characterized by having more clear and accu... more

VoIP Call features
What is a Codec?

Codec is a portmanteau of “Compression Decompression” and is a process by which audio is compressed, encoded, transf... more

VoIP Network
What is a Conference Call?

A conference call is when three or more people are able to hear each other on a call at the same time. Conference calls ... more

Call features Remote work
What is Call Bridging?

A call bridge is a phone number where conference participants can reach each other. It may be a virtual meeting where ca... more

Call features Remote work
What is a Conference ID (Conference PIN)?

A conference ID or conference PIN is a unique identifier within a conference bridge that puts all participants for a sch... more

Call features Remote work
What is DECT?

DECT stands for Digital Enhanced Cordless Telecommunications, and is a method to allow wireless communications. A base s... more

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