| Understanding Business Phone System Terms and Terminology |
| by Gabby Hyman, writer |
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| Grappling with today's business phone system terminology can make you feel like you're seriously technologically challenged. Appropriately, the Greek words for "distant" and "interchange" form our modern expression "telecommunications." Today's businesses rely on advanced phone system technology to telecommunicate. The following brief telephony definitions should help to demystify business telephony terminology. |
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| Auto Attendant: The auto-attendant feature is a necessary choice for many businesses. Callers reach a recording that delivers a basic message and then provides options for reaching internal extensions in your company. Allowing callers to reach internal extensions using a directory is also an option. |
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| Automatic Call Distribution (ACD): If business is hopping, you may need a system with ACD. ACD is a key feature of many VOIP business phone systems. ACD can merge with business-based computer applications that track calls, distribute incoming messages evenly across available service or marketing employees, and record productivity levels. |
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| Computer Telephony Integration (CTI):
CTI products are computer applications that plug into your VOIP business systems. They can forward telephone calls or messages immediately to anyone in the organization, whether at the business or working remotely. |
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| Key Telephone System (KTS):
Key systems are business telephone systems already connected to outside lines, which allow users to dial out directly by pressing one of several buttons or "lines". The calls are transferred by equipment at the phone company. Businesses using KTS often have gatekeepers or operators to connect calls to people in the office. |
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| Plain Old Telephone Service (POTS):
POTS telephone systems are vanilla systems that allow dialing and ringing service, operator-assisted conference calling, and directory assistance. If you want to add call waiting, caller ID, or voicemail, you're really talking about pretty advanced network services (PANS), developed during the late 1980s. |
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| Private Branch Exchange (PBX):
A PBX business telephone system is similar in appearance to the multi-button KTS system with a critical difference--the system switching takes place on the premises, which means that incoming calls are routed directly to the appropriate extension. |
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| Voice Over Internet Protocol (VOIP):
VOIP is an Internet-based communication system that delivers instant telephone service without relying on traditional circuit-switched voice networks. Businesses can merge their phone systems with computer data networks to track customers and contact remote cellular users. VOIP systems allow for exponential growth. |
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About the Author
Gabby Hyman has created online strategies and written content for Fortune 500 companies including eToys, GoTo.com, Siebel Systems, Microsoft Encarta, Avaya, and Nissan UK.
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