Telephony, VoIP and other terms

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Alarm management

The desired result of burglar (or intrusion), fire, safety or process alarms system is to cause an appropriate management response when the alarm is triggered. Good alarm system monitoring can have a significant effect on the safety and profitability of a business and can bring tighter quality control, improved fault diagnosis and more effective plant management. The key to good alarm management system is the ability to communicate back to an alarm monitoring centre or individual. It is possible to use a wireless KIRK DECT cordless phone as the primary communication method. For more information see Fusion interactive messaging solution distributed in the UK by ICON.

Automated Attendant
An auto-attendant is the recorded message which answers your phones and instructs callers how to reach the person or department they are looking for. Automated Attendant can be beneficial to business phone systems especially if your company receives a high volume of inbound calls.
The business phone system TeleVantage from Vertical Communications, distributed in the UK by ICON, includes an auto-attendant feature.

Automated Call Distribution (ACD)
Automated Call Distribution (ACD) is an automated system for answering, queuing and distributing incoming calls to a number of agents. Used in call centre solutions, ACD enables you to quickly and cost-effectively introduce sophisticated call management techniques to:

• prioritise calls so that existing or high value customers are placed at the head of the queue
• identify types of call and direct them to the most appropriately skilled agent
• set up intelligent announcements to advise callers of their place in the queue and the estimated time to answer
• provide statistics that can be incorporated into management report

See the call centre solution provided by TeleVantage from Vertical Communications and distributed in the UK by ICON .

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Business VoIP
The business phone system, which is the backbone of a firm’s telecommunications network, is changing.
Internet Protocol or IP telephony is a cost-reducing replacement for Public Switched Telephone Network (PSTN) phone systems. An IP telephony system integrates with computer applications resulting in call management assets that greatly improve call handling and messaging, enabling superior customer service. Examples include integrated voice mail and e-mail, a graphical user interface for telephony functions, enhanced call centre and contact centre features. Since its launch in 1998 TeleVantage from Vertical Communications and distributed in the UK by ICON has been the solution of choice for many firms wanting a business VoIP solution.

Business phone system

Traditional business phone systems often cannot meet the requirements of modern businesses. A company needs to have a communications system that is always a step ahead of its growth. An IP-based business phone system is an ideal solution because it can help a business save money and increase productivity. IP-based business phone systems run on data networks, including local-area networks (LAN), wide-area networks (WAN) and the Internet. However the move to IP telephony can be risky. Business phone systems are available which can run as traditional systems but be migrated to a VoIP solution when required. TeleVantage from Vertical Communications provides a business phone system which can be installed as an IP PBX or traditional PBX.

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Call Centre or Call Center

Calls centres are becoming more and more sophisticated. No longer is a call centre a mass of phone lines, instruments and switchboards. Information technology has opened the way to a world of efficient and space-saving devices, plus many never-before features that vastly improve the call centre experience. See the call centre solution provided by TeleVantage from Vertical Communications and distributed in the UK by ICON.

Call logging
This enables the business phone system user to have complete analysis of outgoing and incoming calls. The call log shows the time & date, length, and phone number of all incoming and outgoing calls. In some cases call logging includes the capability to listen to, record and assess interactions between call centre agents and callers. See the business phone system solution TeleVantage.

Call Management

Call Management is an application which links to your business phone system and collects data such as number of calls waiting, number of available agents, number of abandoned calls, time of oldest call waiting, speed of answer and average talk time. Typically used within call centre solutions, it provides a means for managing call traffic and producing monthly reports and can help run call centre operations more efficiently. See the IP PBX TeleVantage and call centre solutions from Vertical Communications and distributed in the UK by ICON

Call Recording
Call recording allows you to record telephone conversations for later playback and analysis. Typically, the voice recorded files are saved in Windows .wav file formats making them easy to use. Almost all business phone systems can benefit from call recording - confirmation of verbal orders, disputes, key decisions etc. Few systems include this feature as standard. The software PBX solution TeleVantage offers this as an integral feature.

Certified installer

Used in the context of KIRK DECT systems a certified installer is an ICON trained KIRK DECT engineer who installs and maintains KIRK DECT wireless telephony systems. To ensure trouble free operation and installation icon recommends that KIRK DECT solutions are specified and installed by a KIRK DECT certified installer.  Learn more.

Computer Telephony

Computer telephony integration (CTI) covers a range of applications which connect your computers to your phone system. The classic application is "screen popping". This identifies the caller and display the database record on the screen before the call is answered. CTI also enables calls to be made directly from a contact management package by simply clicking the call button. See the IP PBX TeleVantage from Vertical Communications and distributed in the UK by ICON.

Contact Centre Solution
One of the most important factors for a company’s growth and success is the contact centre. Efficient call management is the key to a proficient contact centre. An IP PBX system makes the job trouble-free and ensures that both call agents and customers enjoy an effective and pleasant contact centre experience.
Next-generation IP telephony systems such as TeleVantage come with powerful voice and data management features and seamless connections to third-party computer telephony and back-office applications that are easy to learn and easy to operate.  See the call centre solution provided by TeleVantage.

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DECT

Digitally Enhanced Cordless Telephony. DECT is the acronym given to the digital wireless telephony standard. DECT provides high quality sound, call security and good coverage. KIRK DECT phones (or cordless phones) can be integrated with a business phone system, allowing users to make, take and transfer calls as they move around the premises. With a move to business VoIP solutions, KIRK DECT phones are an essential part of any VoIP solution. See the KIRK DECT cordless phones and Disty solutions distributed in the UK by ICON.

Disty

Disty is based in Germany and is a sister company of Hagenuk which has been in existence for over 100 years. The core business includes products relating to ISDN and DECT. Disty products are  distributed in the UK by ICON.  See Disty solutions.

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Fax
A facsimile (fax) machine or document. See MESSAGEmanager Fax.

ICON

IP - Internet Protocol
The IP in Voice over IP (VoIP). An open networking protocol (language) by which data is sent from one computer to another on the Internet. The signaling standard used to transmit data across the Internet and LANs. IP uses packet switching techniques to send data in small chunks (packets). See the IP PBX solution TeleVantage.

IP DECT

Refers to a DECT cordless phone system such as provided by KIRK which connects into a VoIP solution such as the IP PBX TeleVantage. See KIRK IP DECT wireless servers.

IP PBX
An IP PBX is a customer premises business phone system that manages telephones throughout the enterprise and acts as a gateway to both voice and data networks. An IP PBX allows you to place calls using a network instead of standard telephone infrastructure. Telephones can be connected to the IP PBX via the network and calls can be routed via the network instead of the standard public switched telephone network. See the IP PBX solution TeleVantage.

IP Telephony
IP Telephony or Internet Protocol Telephony is the transmission of voice signals over the Internet, wide area network (WAN), or local area network (LAN). IP Telephony uses voice over IP to break down voice transmissions into packets of data and transmitting them across a network. Eliminates the need for separate voice and data networks by converging voice and data traffic on one network.
See the IP PBX solution TeleVantage.

IVR - Interactive Voice Response
IVR systems automate routine transactions, such as requests for literature or information by using voice recognition or phone keypad operations. IVR is a computer telephony application which presents an audio menu to the caller, then accepts a combination of voice telephone input and/or touch-tone keypad selection and provides responses in the form of voice prompts, fax, call back, email or other media. IVR is usually a component of a larger application that almost always includes database access. Common IVR applications include: bank, credit card and stock account balances and transfers, surveys and pools.  See the computer telephony application TeleVantage.

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KIRK Telecom

KIRK focuses on DECT, ISDN, IP telephony and WLAN. KIRK telecom employees were part of the team that developed the DECT standard.   KIRK DECT solutions are distributed in the UK by ICON. Learn more about KIRK Telecom.

Least cost routing
Least cost routing (LCR) provides customers with cheap telephone calls. Organisations can employ Least Cost Routing services for their voice or fax traffic and realise significant cost savings. LCR enables an outgoing call to be automatically routed to the cheapest route available. LCR is used in the more sophisticated fax messaging applications. See the messaging solution MESSAGEmanager Global Routing.

Load sharing
Load sharing - configuring more than one system to perform the same function so that the workload is shared between them. Load sharing is used in the more sophisticated fax messaging applications. See the messaging solution MESSAGEmanager Global Routing.

Messaging
See unified messaging and Fusion interactive messaging

MESSAGEmanager

MESSAGEmanager Solutions is a developer and distributor of innovative software solutions which enable businesses to manage their communication and messaging systems more efficiently. MESSAGEmanager gives you access to all your FAX, SMS, telex & e-mail messages, anywhere, anytime.  The unified messaging solution from MESSAGEmanger distributed in the UK by ICON.  Learn more about MESSAGEmanager Solutions.

Music on Hold (MOH)
A Music on Hold (MOH) system plays a pre-recorded programme for callers to listen to while they are on hold. You can choose to have the system play music, a voice message, or a combination of both. MOH systems consist of a device plugged into your phone system that resembles a tape, CD or MP3 player. MOH systems can be connected to nearly all business phone systems. MOH systems are often an additional purchase on traditional phone systems. The software based business phone system TeleVantage includes this as a standard feature.

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PBX
Private Branch Exchange. The term for a business phone system. Rapidly being replaced by IP-PBX (or IP PBX or VoIP PBX) and software PBX systems. See the PBX and IP PBX solution TeleVantage  from Vertical Communications and distributed in the UK by ICON .

SMS
Short Message Service (SMS) is available on most digital mobile phones and a range of other devices especially handsets used in business phone systems. PC based systems are now available which permit the sending of short text messages to mobiles and DECT handsets (cordless phones). See the KIRK DECT handsets, the Fusion interactive messaging solution, and MESSAGEmanager SMS distributed in the UK from ICON.

Telephony
Telephony encompasses the general use of equipment to provide voice communication over distances, specifically by connecting telephones to each other.
IP Telephony is telephony which uses the TCP/IP protocol to transmit digitised voice data.
Computer telephony Integration (CTI) enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls. See computer telephony solution TeleVantage.
Wireless telephony is often used to describe KIRK DECT cordless phone systems. See the KIRK DECT solution

TELEX
Telex is a mail service which grew around the world very rapidly long before automatic telephony was available. See the unified messaging solution MESSAGEmanager Telex distributed in the UK by ICON.

TeleVantage

TeleVantage is a totally different type of business phone system... software on a Windows Server which works with you to lower costs and increase performance. TeleVantage is an all in one software telephony solution which provides: A PBX for analogue, ISDN or VoIP A future proofed business phone system A set of desktop business tools A low risk solution for IP Telephony TeleVantage is provided by Vertical Communications and distributed in the UK by ICON.

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Unified Messaging

Unified Messaging systems provide a centralised mailbox for all email, voice, SMS, Telex and fax messages. All message types can be viewed, replied to, saved or deleted in the same inbox using a message management system such as Microsoft Outlook or Lotus Notes. Your contacts and all communications with them, whether by telephone, fax, SMS, direct e-mail, website response or personal visit, are integrated into one record. See the benefits of unified messaging and the unified messaging solution MESSAGEmanager

Voicemail
Voicemail provides an answering service for each member of staff. It allows callers to leave voice messages in individual mailboxes when people are away from their desks or engaged on another call. Voicemail is a standard integrated feature with most telephone systems these days, although it is available in a variety of formats so it is worth discussing the options with your chosen supplier. Voicemail is included in the business phone system solution TeleVantage.

VoIP PBX
See IP PBX.

VoIP (Voice over IP)
A technology for transmitting telephone calls over IP networks, VoIP solutions eliminate the need for separate voice and data networks. Adopting a Voice over IP telephony solution can offer your company benefits such as improved communication between offices and remote locations, the ability to introduce new network applications and make significant cost savings through more effective use of your company's network. See the IP PBX VoIP solution TeleVantage.

Voice over Wireless IP (VoWIP)
Combining VoIP with wireless to create a wireless telephone system for offices is an emerging market segment.  There are two technology solutions one based on Wi-Fi and one based on DECT.  The Wi-Fi solution is often referred to as Voice over Wi-Fi (VoWi-Fi).  A DECT VoIP solution uses DECT wireless technology for the wireless link.  DECT VoIP solutions offer quality and cost advantages over the Wi-Fi solution.  KIRK provide DECT VoIP solutions.

Because KIRK DECT VoIP delivers mobility to office phones, it promises to boost worker productivity. KIRK DECT VoIP may be used by corridor-cruising information-workers who want to be able to place or receive phone calls whether they are at their desks, in a conference room, or roaming the company site.  KIRK DECT VoIP can provide mobile office phones to vertical industries such as retail, healthcare, and manufacturing where workers don't typically sit at desks.  While many people use their cell phones inside their offices, using a cell phone as your office phone is very expensive, not to mention that cell coverage inside a building is often spotty.   See When to choose a KIRK DECT solution over a Wi-Fi solution.

Wireless Telephony
See DECT.

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