Jargon buster

Call barring prevents users from dialling selected destinations such as international or premium rate numbers. This can be applied at a system or network level and can be reversed on request.

Call blocking is the function of automatically rejecting incoming calls from certain numbers.

Call deflection is a feature that automatically redirects and incoming call to an alternative destination (e.g. a mailbox or another extension) when the called endpoint is engaged.

A Call Detail Record (CDR) is a data file containing information about recent usage on the phonelines (e.g. origin, endpoint, duration or cost) made via and endpoint.

Call forwarding is a feature that diverts incoming calls to another endpoint (e.g. another extension, a mailbox or a mobile number). The divert can be applied to forward all calls or programmed to only forward calls when busy or if the call goes unanswered.

Call logging is the function of capturing statistics about both incoming and outgoing call traffic which can then be used for analysis and reporting with call management software. Call data can be viewed in its entirety or filtered by number or extension.

Call management software facilitates analysis and reporting on the call statistics captured by a call logger.

A call park is a feature whereby a user can place a call on hold which can be retrieved from any extension.

Call queueing is where the calls are placed in a virtual queue in the order in which they are received before they can be answered by an available call handler. Some call queueing software enables position announcements, music on hold, marketing messages and the functionality to request a ring-back.

Call recording is the process of capturing both inbound and outbound conversations as digital audio files. Recorded calls are stored and may be searched with multiple criteria.

A Calling Line Identity (CLI) is the telephone number associated with a line. This can be presented or withheld when a call is made and a user can choose to present an alternative CLI.

Calling Line Identity Presentation (CLIP) is when the telephone number is provided to the call recipient.