Glossary

An auto dialer automatically dials phone numbers from a list and connects answered calls to agents or a recorded message.

A wallboard displays live call center metrics like calls waiting agent status and SLA on a shared screen.

DID assigns direct phone numbers to individual agents or departments without needing separate physical lines.

IVR is an automated phone menu that greets callers and routes them to the right agent or self-service option.

Number masking connects two parties on a call while keeping both phone numbers hidden for privacy.

A softphone is a software application that makes and receives calls from a computer or smartphone instead of a desk phone.