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ACD Queue - The system of arrangement for automatic call distribution. It determines how to handle calls - routes and prioritizes, according to who needs to handle them. The system's order for the call jobs in a queue depends on the priority system being used. Usually, calls are moved in the same order that they were placed on the queue. But in some cases, certain calls are given higher priority. The queue is set by handling instructions in a database.

Auto-attendant - An automatic response such as voice or music that monitors incoming calls within the system.

Auto dialing - An autodialer, autodialler, or automatic calling unit is an electronic device that can automatically dial telephone numbers to communicate between any two points in the telephone, mobile phone and pager networks (See Wikipedia, Autodialer).

Automatic call distributor - In telephony, an Automatic Call Distributor (ACD), also known as Automated Call Distribution, is a device or system that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration (CTI) system. (See Wikipedia, Automatic call distributor)

Automated directory services - Where callers can be routed to a given employee by keying or speaking the letters of the employee's name. (See Wikipedia, Private Branch Exchange)

Automatic ring back - A service offered by phone companies. Normally, when a person's line is busy, one has to call back every few minutes to check if their line is free yet. With automatic ring back, a code can be dialed into the telephone keypad to enable ring back. (See Wikipedia, Automatic ring back)

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Busy override - A feature that permits a preauthorized user to insert themselves into an ongoing call as an additional party. Typically, an alert tone will be used to indicate that this party has joined the conversation. However, this feature may be disabled on certain PBX systems.

Call accounting - A telecommunications software or hardware application that captures, records, and costs telephone usage events. Internationally call accounting systems may be referred to as call logging systems. Call accounting systems detect outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities. (See Wikipedia, Call accounting)

Call center - A centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. (See Wikipedia, Call center)

Call forwarding on busy or absence - Also called call diverting, this is a telephony feature on some telephone networks that allows an incoming call to a called party, which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated. (See Wikipedia, Call forwarding)

Call park - A feature of some telephone systems that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set. (See Wikipedia, Call parking)

Call pick-up - A feature used in a telephone system that allows one to answer someone else's telephone call. The "call pick-up" feature is accessed by pressing a preprogrammed button (usually labeled "Pick-Up"), or by pressing a special sequence of buttons on the telephone set. (See Wikipedia, Call pick-up)

Call transfer - A telecommunications mechanism that enables a user to relocate an existing call to another telephone or attendant console by using the transfer button and dialing the required location. The transferred call is either announced or unannounced. (See Wikipedia, Call transfer)

Call waiting - Referred to catch phone in Japan, this is a telephony feature on some telephone networks where a calling party places a call to a party that is otherwise engaged, but where the called party has the call waiting feature enabled. Here, the called party is able to suspend the current telephone call and switch to the new incoming call. This is typically achieved by pushing the flash button. The current caller then has the option to negotiate an appropriate time to ring back if the message is important, or to quickly handle a separate incoming call. (See Wikipedia, Call waiting)

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Centrex - A varied way of acquiring PBX service - all switching occurs at a local telephone office instead of on a company's site.

Communications platform - The structure or standard needed to support communications, the transmission of data between two points, either by telephone or computer or integration of both in a PBX system.

Conference call - A conference call is a telephone call in which the calling party wishes to have more than one called party listen in to the audio portion of the call. The conference calls may be designed to allow the called party to participate during the call, or the call may be set up so that the called party merely listens into the call and cannot speak. It is often referred to as an ATC (Audio Tele-Conference). (See Wikipedia, Conference call)

Custom greetings - In telephony, this is typically a pre-recorded message used to welcome incoming callers. There can be different greetings programmed for different incoming sources of calls.

Cross-platform - Formats, applications or devices that work on different or multiple platforms.

Direct Inward Dialing - Also called Direct Dial-In (DDI) in Europe, this is a feature offered by telephone companies for use with their customers' PBX systems, whereby the telephone company (telco) allocates a range of numbers all connected to their customer's PBX. As calls are presented to the PBX, the number that the caller dialed is also given, so the PBX can route the call to the desired person or bureau within the organization. (See Wikipedia, Direct inward dialing)

Direct Inward System Access (DISA) - Refers to the ability to access internal features from an outside telephone line. See Wikipedia Private Branch Exchange)

Do Not Disturb (DND) - The Do Not Disturb or (DND) function on most PBX or PABX systems prevents calls from ringing on an extension for which DND is activated. Some Do Not Disturb (DND) attributes include directing the call to a pre-assigned extension (like a secretary or assistant), busy signal, DND signal, or recorded message generated by the telephone switch. Some switches even allow the call to go through to the extension but restrict the response to a visual indication. Some PBX systems even allow the assignment of DND circumvention codes to supervisors. (See Wikipedia, Do not disturb (telecommunications)

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Enterprise System - A business organization that generally relies on computers and internally- linked computer networks or systems to do business.

Erlang - A measure of the traffic density in a telecommunications system, based on an hour.

Fault tolerance - The description of a systems ability to maintain a dependable operating status in response to unpredictable hardware or software failure. Levels of tolerance range from 'low' - continued operations, to 'high' - mirrored operations capability guaranteed by a duplicate backup system. For example, in the event of a power failure on one computer, telephone or system, another can take over.

Follow-Me Calling - A call that is routed, or forwarded, to another telephone number or a list of pre-configured telephone numbers.

IDS - Intrusion Detection System - A security function that monitors all inbound and outbound network activity. It looks for suspicious patterns that may indicate a network or system 'hack' or attack. It follows an alert procedure, reducing risk of system attack or compromise.

Interactive voice response - In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. (See Wikipedia, Interactive voice response)

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Last call return - Commonly called Call Return, this is a telephone feature code offered by telephone service providers to give a called party the time and telephone number of the last received call, and may also offer the facility to place a call back to the calling party. (See Wikipedia, Last call return)

Music on hold - Refers to the business practice of playing pre-recorded music to fill the silence that would be heard by telephone callers that have been placed on hold. It is especially common in situations involving customer service. (See Wikipedia, Music on hold)

Night service - A feature of private branch exchanges whereby for a set period during the day (usually those hours outside of normal office or work hours, when normal operator services are not provided) incoming calls are automatically redirected by the switchboard to particular telephones or other equipment (such as an answering machine, a voice mail system, or the duty station of a night watchman). (See Wikipedia, Night service)

PBX - Private Business Exchange - A private telephone network used within a business although the network often extends to multiple locations. Users on the exchange network have a separate internal call routing system. External lines may be integrated, but they are shared and distinct.

Queue - A job group or call line-up, or the process of how calls line up and wait to be handled.

Routing - A telephone call's path from source to destination. Routing is usually managed by a router, which directs the call or message to pass from one monitor to another.

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Scalable or Scalability - The ability of a system to adjust to shifting demand. A saleable system for business means one that grows reflectively with the business, starts with basics but features upgrade options to meet greater business demands.

Shared message boxes - Where a department can have a shared voicemail box. (See Wikipedia, Private Branch Exchange)

Speed Dialing - Also referred to as abbreviated dialing, this refers to the use of a very short series of telephone numbers to reach public and other services. Typically these are two or three digits, and are most commonly known as being emergency telephone numbers like 1-1-2 and 9-1-1. (See Wikipedia, Abbreviated dialing)

System - Interdependent people or things interacting to do work. System also describes a method for how work is done.

Virtual - Not real, but with Virtual PBX, only in terms of equipment investment. The business exchange service is very real, an absolute.

Virtual PBX - A business phone system that operates from a public-switched telephone system, without requiring customer-installed equipment. Integrated with existing equipment and public service, Virtual PBX™ provides call routing, follow-me calling, voicemail, fax-mail and automatic call distribution queues.

Voice mail - Also called vmail, VMS or message bank, this is a centralized system of managing telephone messages for a large group of people. (See Wikipedia, Voice mail)

Voice message broadcasting - This is an automated calling technology where phone messages are sent to multiple call recipients simultaneously.

Voice paging (PA system) - A telephony feature that permits amplification in order to broadcast a message in a public space.

Welcome Message - In telephony, this is typically a pre-recorded greeting used to answer an incoming call. It may also include specific instructions for selecting various extensions relative to a caller's interest.

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"Virtual PBX is the leading provider of hosted PBX phone services for the start-up, home-based, small, and large companies as well a provider of telephony disaster recovery and business continuity services for any size business. Customers receive Fortunate 500 phone system functionality and sound without the high cost of buying, installing, or maintaining hardware or software. Different pricing and plan options support the telephony needs of any size business, from a single-person startup to the enterprise."