Criterion – Taking care of your communication needs since 1992
There are a lot of telecommunication terms that are banded across the industry, with many of these terms being closely related. We have created this jargon buster to give you a better understanding of these terms, and to help see the benefits of the technologies that some of these terms will bring to you as an end-user.
A headset with one earpiece. See Monaural for definition.
A headset with two earpieces. See Binaural for definition.
2.5mm plugs are standard round plugs. Commonly used on mobile and cordless phones as well as a few business telephones.
3.5mm plugs are standard round plugs. Less commonly used than the 2.5mm plugs, these are used on some business telephones.
A2DP is a Bluetooth profile and is short for “Advanced Audio Distribution Profile”. This profile defines how audio multimedia can be streamed from one device to another over a Bluetooth connection. A2DP is also known as “Bluetooth Audio Streaming”.
AA is an acronym for ‘Auto Attendant’. Please see Auto Attendant for definition.
ACD is an acronym for ‘Automatic Call Distribution’. Please refer to ‘Call Hunt’ for more information.
This stands for an ‘Advanced Connectivity Interface’. This term simply refers to all modern telecommunications systems.
Acoustic Clarity is Polycom’s patented Duplex technology, which enables a more natural conversation.
Acoustic Shock Protection (ASP) is the prevention of harm to hearing caused by acoustic shock, which is simply sudden & unexpected loud noises experienced via the telephone. Devices with this feature limit noise to 85dB. ASP is a voice circuit breaker that uses Digital Signal Processing (DSP) to protect users from these sounds.
ActiveGard is the Sennheiser Trademark name for ‘Acoustic Shock Protection’. See Acoustic Shock Protection for more info.
ADSL stands for “Asymmertic Digital Subscriber Line”. ADSL is a data communications technology that allows for fast data transfer over telephone lines. In ADSL, bit rate and bandwidth are said to be Asymmetric, which means it is more focused towards the customer premises (downstream) rather than the reverse (upstream).
AEC, short for Acoustic Echo Cancellation, is a technology used to stop acoustic feedback between a speaker and a microphone in loud-speaking audio systems such as speakerphones, conference phones, hands-free mobile devices and voice controlled systems.
An amplifier is a device that ampifies sound. In essence, it makes things louder. Amplifiers are commonly used with telephones as they are able to boost the sound emanating from the telephone to the headset. Modern headset amplifiers are also digital which enables them to do other fancy things such as providing Acoustic Shock Protection.
Analogue telephones and conference phones are simple 2 wire devices that can be used on a standard BT home line. Many analogue devices are compatible with digital and IP systems but will require the correct extension. You will need to contact network / IT team to find out which extensions you require.
ANC is short for Active Noise Cancellation. ANC is a method for reducing unwanted ambient noise.
ANR stands for “Active Noise Reduction”. An ANR headset has a microphone inside the ear cup that picks up ambient noises. Sound is passed through electronics which produce a mirror image of the ambient sound at a non damaging decibel.
AOM stands for ‘Add On Module’. An Add On Module is a module that can be added to a telephone to add additional functionality such as a large number of programmable keys to be used as shortcuts.
This stands for ‘Application Programming Interface’, a software-based interface which allows one program to interact with another.
ASP is short for ‘Acoustic Shock Protection’. Please see Acoustic Shock Protection for more information.
ATC is an acronym for ‘Audio Tele-Conference’. Please refer to ‘Conferencing’ for more information.
Attenuation is the noise level that is removed from your environment, allowing you to work safely in high noise areas. More scientifically, it’s the process of losing noise energy. There are three levels of protection:
Low Attenuation
Allows you to work in areas of exposure to noise levels between 87db and 98db.
Medium Attenuation
Allows you to work in areas of exposure to noise levels between 94db and 105db.
High Attenuation
Allows you to work in areas of exposure to noise levels between 95db and 110db.
Auto dial is the name given to electronic hardware and software that dials numbers automatically. Once calls are answered, either a recorded message will play (this is sometimes known as ‘robocalling’ or ‘voice broadcasting’), or a human operator will interact with the called party.
Also referred to as an ‘AA’ or ‘virtual receptionist’, auto-attendant automatically transfers callers to certain extensions without the need for human intervention. The majority of AA’s provide a simply menu of options for callers to choose from – pushing ‘1’ may take a caller through to a billing department, for example, while ‘2’ may transfer them to customer services.
This computer-telephony feature gives those who ring a call centre (or other business premises) during a busy period the option to be called back later. Instead of a caller spending a frustrating length of time in a call queue, automatic call back will store the incoming number and dial it as soon as an operator becomes free.
A product with multiple microphones can be aligned in an array to form a directional beam pattern. This enables the product to be more sensitive to sound coming from one or more directions.
Binaural is used to describe a headset with two ear pieces.
Bluetooth is a wireless technology standard usually associated with mobile phones. Bluetooth benefits from high levels of security, but is only effective over short distances.
BLF stands for ‘Busy Lamp Field’. A Busy lamp field is a row of programmable keys that indicate whether a colleague’s phone line is busy or not, usually by the use of a colour LED.
This is the hour of the day that a telecommunication system handles the most calls.
Also referred to as BHCC, this measurement represents the maximum number of calls a telecommunications systems can handle during a business’ ‘Busy Hour’.
This feature allows calls made from one number to be easily forwarded to another. This feature is useful for putting callers through to appropriate individuals and/or departments.
This telephone feature allows operators to pause a call, while they seek additional information for the caller, or activate another feature (Call Pickup, for example).
Call hunting is a method of distributing phone calls from a single telephone number to different extensions sharing the same line. Supported by many PBX systems and available from a number of service providers, call hunting uses an algorithm to direct calls to free lines efficiently. Call hunt is also known as Automatic Call Distribution (ACD).
This telephone feature allows an operator to place a call on hold from one terminal, and send it to an unused extension number so the call can be answered from elsewhere. For example, a department of a supermarket might be called from head office and told they have “a call waiting on 452” – the department would then dial 452 to attend to the call.
This feature allows employees to answer ringing phones they hear located at unattended terminals, simply by lifting their own respective handset. Caller ID Also known as calling line identification (CLID), calling number identification (CNID), calling line identification presentation (CLIP) and calling number delivery (CND), caller ID functionality is present on a variety of analogue and digital phone systems. It allows a name (if available) associated with a number to be transmitted to the called party during ringing (and vice versa), which is then displayed on a telephone’s built-in screen, or another device.
This feature allows employees to answer ringing phones they hear located at unattended terminals, simply by lifting their own respective handset. Caller ID Also known as calling line identification (CLID), calling number identification (CNID), calling line identification presentation (CLIP) and calling number delivery (CND), caller ID functionality is present on a variety of analogue and digital phone systems. It allows a name (if available) associated with a number to be transmitted to the called party during ringing (and vice versa), which is then displayed on a telephone’s built-in screen, or another device.
CAT-Iq is an acronym of ‘Cordless Advanced Technology – internet and quality’. CAT-Iq was designed to be fully backward compatible with DECT and allows IP voice to operate within the DECT framework, which enables high quality Wideband VoIP.
CIL means ‘Call Information Logging’, a feature which automatically records information about calls made from, and received by, a terminal or extension.
CIT stands for ‘Computer Integrated Telephony’, another way of referring to ‘CAT’ (Computer Assisted Telephony).
This stands for ‘Calling Line Identification’, often referred to as ‘Caller ID’. Calling line identification allows the person receiving the call to see the caller’s number. This covers caller ID displays as well as the 1471 service and other call-return services.
This is an acronym for ‘Calling Line Identification Presentation’.
Please see ‘CTI’ for more information.
Sometimes referred to as ATC (Audio Tele-Conferencing), conferencing functionality allows a caller to call and include more than one party within a phone call.
CTI stands for ‘Computer Telephone Integration’. CTI is the shorthand for describing systems in which telephone and computer technology is integrated to work together.
DDI (Direct Dial Inwards) allows operators to call extensions directly, without routing through a switchboard first. Using DDI, a business is able to offer personalised telephone numbers for specific members of its staff, without the need for physical PBX lines for each connection.
DECT stands for ‘Digital Enhanced Cordless Telecommunications’. This is a digital communication standard which allows cordless telecommunication equipment to gain access to a fixed telecommunication network. At it’s most basic level, it allows your cordless telephone or headset to use your telephone line.
Digital Signal Processing (DSP) is a process where sounds, such as voice and audio, are digitalised in order that that they can be manipulated before being outputted.
DND is shorthand for ‘Do Not Disturb’. When switched on, this phone setting will mute or redirect calls to a different, selected terminal.
DNR stands for Dynamic Noise Reduction. DNR removes unwanted background noise and mobile interference to ensure a high quality call.
This is a portable device that typically plugs into a parallel, or USB, port. Dongles grant access to wireless broadband or the use of protected software.
DPT is short for “Digital Proprietary Telephone”. This is a telephone designed for use with a specific system or manufacture.
DSP is an acronym of ‘Digital Signal Processing’. Please see Digital Signal Processing for for information.
DTMF– or ‘Dual Tone Multi-frequency’ – refers to signals which are sent to other telecommunication devices (such as a switchboard) when buttons on a telephone are pushed. In the UK, the most common DTMF is ‘Touch-Tone’.
Duplex refers the ability for two connected parties to be able to talk simultaneously. Both parties can transmit at the same time. In a conference call for example, both parties can talk at the same time without it affecting the quality of a call. When this is not possible, this is referred to as simplex.
An Ear Cushion is the soft cushion that sits between the headset earpad and your ear. These are usually either made of soft foam or soft leather. They come in many shapes such as circular and triangular, as well a doughnut shaped.
In regards to telecommunications, an ‘extension’ is simply the name given to each additional telephone set connected to one, single line.
Gigabit Ethernet describes the rate of transfer of frames / data at a speed of 1,000,000,000 bits per second as defined by the IEEE 802.3-2008 standard
GSM Stands for “Global System for Mobile Communications”. GSM was developed to as a replacement for first generation (1G) analogue cellular networks.
HAC means ‘Hearing Aid Compatible’. HAC handsets (and other HAC technologies) do not interfere with hearing aids worn by anyone in close proximity – non-HAC models will often cause humming or whining noises in the ears of hearing aid wearers.
Hardphones are conventional telephone sets, which do not comprise additional software. Also see ‘Softphone’.
A headset port is a dedicated socket on your telephone to which you can connect a telephone headset.
HFAB is short hand for “Hands Free Answer Back”. This allows a speakerphone user to talk to an internal caller without lifting the handset. It can also used to monitor a room.
HyperText Markup Language (HTML) is the main language for displaying code on to your web browser as a user friendly web page.
Icon Buttons are soft and hard keys on your phone that have had the TEXT replaced with images. So instead of saying “Headset” there is an image of a headset. This is becoming more common as manufacturers, keen to sell in different countries, homogenise the manufacture of their products for these different markets, and reduce costs.
IP, which stands for ‘Internet Protocol’, manages the transfer of packets of data between IP address and is usually associated with TCP.
Internet Protocol Security (IPsec) is a protocol designed to enable secure IP communications by encrypting each IP packet of a communication session.
Products that have an IP rating will be able to operate in hazardous environments and will be protected against, depending on the IP rating, the intrusion of solid objects such as hands, fingers, accidental contact, dust and water in enclosed electrical enclosures.
Here are a few examples:
IP54 Protected from water spray from any direction
IP65 Protected from low pressure water jets in any direction
IP66 Protected from high pressure water jets in any direction
IP67 Protected against immersion up to 1metre in depth
IP68 Protected against long term immersion up to a specific pressure
“IVR” is short for Interactive Voice Response. IVR is a technology that allows a computer to interact with humans though the use of voice and DTMF tones in via a keyboard. In telecommunications, IVR enables enables customer to interact with a company’s host system via speech recognition or by a keypad, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to assist users of how to proceed.
ISDN stands for “Integrated Services for Digital Network”. This is a set of communication standards for simultaneous digital transmission of voice, video, data, and other network services over the traditional circuits of the public switched telephone network.
A jog dial is a type of knob, ring, wheel, or dial which allows the user to shuttle or “jog” through media such as directories, call lists etc.
LAN is shorthand for Local Area Network. LAN is a computer network which allows computers in a small area to be interlinked E.g. Office building, school, computer laboratory.
LCD stands for ‘Liquid Crystal Display’. This is a flat panel display that uses the modulation property of liquid crystals with light.
Lightweight Directory Access Protocol or LDAP is an application protocol that lets you access a directory server and all the information stored there.
A telephone ‘line’ refers to a wire that carries telephone signals.
Analogue: (POTS/Copper)
Digital: (ISDN)
VoIP (SIP)
Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage, and application integration.
MIMO, in networking, stands for Multiple-Input Multiple-Output, MIMO is a wireless technology that uses multiple transmitters and receivers to transfer more data at the same time. All wireless devices with 802.11n support MIMO.
This stands for ‘Music on Hold’.
Monaural is used to describe a headset with one ear piece.
An MP3 or “MPEG-1 Audio Layer 3” is file format for loosely compressed storage of audio data.
MU-MIMO stands for “Multi-User, Multiple Input, Multiple Output”. MU-MIMO was created to support environments where multiple users are trying to access a wireless network simultaneously. MU-MIMO is sometimes referred to as Next-Gen AC or AC Wave 2. Standards older than 802.11ac (including 802.11b, g and n) do not support MU-MIMO
Music on hold (MOH) refers to music played to callers while they are on hold, or in a telephone queue. The music fills the silence the caller would otherwise be subjected to.
MWI or ‘Message Waiting Indicator’ refers to an LED light which informs the user he has one or more messages waiting on his phone or network.
NC is an abbreviation of ‘Noise Cancelling’. Please see Noise Cancelling for more information.
NFC stands for “Near Field Communication”. NFC is a set of standards for smartphones and similar devices to establish radio communication with each other. These connections are established by simply touching them together or bringing them into proximity, usually no more than a few inches.
Noise Cancelling refers to the microphone used on a device, usually a headset. These Noise Cancelling microphones cut out the background noise in your location, which helps you be heard more easily when having a conversation over the phone.
Should a phone provide off-hook dialling only, this means the operator will only be able to input and call a number should the handset be lifted.
Omni-Directional Microphones can pick up sound virtually from any direction. This design can be useful when a device needs to pick ambient sound or is used in an environment where the speaker is moving. This is in contrast to a Uni-Directional microphone which can only pick up sound from a specific side or direction of the microphone.
This feature allows frequently called numbers to be dialled with the simple push of one, pre-assigned button.
This feature allows operators to input, and call, a number without lifting the handset of their telephone.
A PBX (Private Branch eXchange) is a telephone system within an enterprise that switches calls between users on local lines, while enabling all users to share a certain number of external phone lines.
PFT stands for “Power Failure Transfer Port”. When activated in the event of a commercial power failure or a low-voltage battery, PFT supplies power to equipment via the central office trunk.
PKM stands for Programmable Key Module. This is a module that can be added to a telephone to add additional functionality such as a large number of programmable keys to be used as shortcuts.
Plain Old Telephone Service (POTS) refers to the traditional, analogue voice transmission phone system implemented over physical copper wires (twisted pair). Simply put, POTS is the basic telephone call service that individuals and businesses have been using since the 1880s.
PoE or ‘Power over Ethernet’ refers to electrical devices being able to receive electrical power from an ethernet cable at the same time as receiving data. Can be useful in reducing the amount of cabling required around the office.
PoE provides 15.4W of power per device (IEEE 802.3at-2003 Standard)
PoE+ provides 25.5W of power per device (IEEE 802.3at-2009 Standard)
In regards to telecommunications, a ‘port’ is a specific place – usually a socket – through which one device can be connected to another.
Proprietary IP telephones use a language specifically written by a phone manufacturer to use on its branded Cloud PBX. The advantage of Proprietary IP is that it is generally considered to have more features than it’s open source counterpart Session Internet Protocol (SIP).
The public switched telephone network (PSTN) is the total of the worlds circuit based telephone network, allowing anyone in the world to connect to another. At its core, it is almost all digital, but it includes mobile as well as fixed telephones.
PSU is short hand for ‘Power Supply Unit’, which is the power block required on certain products to power the unit. There is a large number of products on the market that do not require these, as they can use ‘Power over Ethernet’ instead. Please see PoE for more info.
“PTZ” stands for “Pan Tilt and Zoom Camera” and is a is a camera that is capable of remote directional and zoom control.
“PTT” Is short for Push To Talk. PTT is a common feature on 2 way radios
QoS in networking stands for “Quality of Service” and refers to technology that manages data traffic to reduce packet loss, latency and jitter of the network.
RADIUS stands for ‘Remote Authentication Dial-In User Service’. Please see ‘Remote Dialling’ for more information.
Pushing this button will see the last number dialled from a telephone, redialled.
Also referred to as RADIUS (Remote Authentication Dial-In User Service), this protocol allows external servers to communicate with a business’s central sever, to request access to information, systems and/or services hosted on said central server.
This functionality allows individuals to access voicemail messages they may receive while absent from their home/work environment, from other locations. Remote voicemail access may, or may not be, via a RADIUS.
This Shared Call Appearance (SCA) service allows a user to have several devices for the same contact number and services are shared on several phones and endpoints.
Simplex refers to communication in one direction only. One device will transmit, while the other listens. On a handsfree phone for example, if both parties try to talk at the time, the line will go quiet, because the phone is unable to transmit simultaneously. To do this, you will need a Duplex device.
SIP is an acronym of ‘Session Initiation Protocol’ which is a communication protocol for sending voice and video over IP networks.
SNMP or “Simple Network Management Protocol” is an internet standard protocol for managing devices on IP networks. Common devices that support SNMP are modem racks, switches, severs, telephones, routers and printers.
SMART is short for “Smart Monitoring And Reporting Technology”. SMART is a monitoring system that detects and reports on various indicators of drive reliability, SMART technology enable anticipation of hardware failures.
A softphone is a software-based telephone, most often utilising a PC and headset, which enables emulation of a Hardphone.
A telephone comprising a microphone and loudspeaker, allowing hands-free verbal exchanges.
This telephone feature allows operators to dial from a list of frequently used numbers using a one or two-digit pre-assigned number, to make dialling more efficient.
TAPI stands for ‘Telephony Application Programming Interface’. Please see Telephony Application Programming Interface for more information.
Transmission Control Protocol (TCP) is one of the core protocols of IP. It checks for missing packets of data and the order of the packets between programs to ensure reliability.
Telephony Application Programming Interface is a Microsoft Application Interface that allows computer telephony integration and enables your PC to use telephone services such as dialling and answering calls.
UC stands for unified communications. UC is the incorporation of real time communications services, this would include IP telephony, video conferencing, data sharing, instant messaging etc.
A Uni-Directional Microphone can only pick up sound with high gain from a specific side or direction of the microphone. When using a Uni-Directional microphone the user must speak directly into the correct side or their voice will not be picked up. This is in contrast to Onmi-Directional Microphones which pick up sound equally from all directions of the microphone.
USB is an industry standard for a plug/connection between a PC and electronic device. This standard allows a connection which enables data communication and power to be transferred between the 2 devices. USB stands for ‘Universal Serial Bus’.
There are a few different types of USB connectors. The most common are USB Type-A which is found on most PC’s and interfaces and has been around for many years. This is now being replaced by USB Type-C. These have a reversible plug, so it doesn’t matter which way round you plug it in. More importantly, they can carry more power than the 5v achieved by USB Type-A, but are also closely intertwined with USB3.1, offering greater down speeds of up to 10Gbps (double the speed of USB3.0).
This protocol allows human voices to be transmitted over the internet (in digital form) or other networks (in audible form), instead of via standard telephone lines.
A virtual private network (VPN) creates a private network connection across a public network, such as the Internet. This enables a PC or telephone to send and receive data across an open public network as if it was connected to a private network with all the security benefits.
WAV or ” Waveform Audio File” is a file format by Microsoft and IBM for uncompressed or lossless compressed storage of audio data. It is also been known as a “WAVE” file
WAP or ” Wireless Access Point”, also know as AP “Access Point” and “Hot spots,” is a networking hardware device that W-Fi enabled devices can connect to.
WDS stands for Wireless Distribution System. A WDS is a system enabling the wireless interconnection of access points in a network. It allows for a wireless network to be expanded by using multiple access points without the traditional requirement for a wired link to connect them together.
Wideband is an audio technology that allows audio telephony to be broadcast over a greater frequency range, which results in a clearer more natural sound. Wideband is accepted to cover the frequency range of 50–7,000 Hz.
A WLAN or “Wireless Local Area Network” links two or more devices use some wireless distribution method, and usually providing a connection through an access point to the wider Internet. Most modern WLANs are based on IEEE 802.11 standards, marketed under the Wi-Fi brand name.
When using certain IP/SIP phones, Zero Touch Provisioning can be used to quickly and easily get full configuration without having to manually provision the phone to your network.