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Glossary

Smart Product Definitions

Category Product Description
UCAAS (Unified Communications As A Service) UCAAS Unified Communications as a Service is a cloud-delivered unified communication model that supports six functions: Enterprise telephony, Meetings (audio/video/web conferencing), Unified messaging, Instant messaging and presence, Mobility, and Communications-enabled business processes.
Desk Phone A telephone set that sits on a desk or table. Desk phones offer push-button navigation for simplified in-call management. These buttons make it easy to perform essential functions like transferring calls, placing them on hold, and muting conversations. They also make it easy for large groups to dial into a conference simultaneously, providing a simplified communication approach.
Softphone Application A softphone is a phone powered by the internet, so you can make calls from your laptop, desktop, or mobile phone. Users can make and receive phone calls as if he/she is sitting at their desk. Outbound caller ID will show the company phone number and not the user’s mobile number. Maintain control and management of company DID’s and eliminate employees from conducting business via his/her personal phone number.
Omnivoice Portal Providing you with complete control over your entire UCAAS solution, the Omnivoice Portal allows you to customize features based on your business’s needs. An all-in-one communication solution, the portal equips you to manage your organization by overseeing individual users, extensions, groups, IVR’s, queues, and more, through one visual dashboard.
Smart Analytics The process of collecting and analyzing data to help businesses make better decisions about their products, services, and support. Interpreting statistics pulled via SCC’s data, the company benefits from organizational efficiency, productivity, and overall profitability.
Collaboration Microsoft Teams A collaboration app that helps you and your team to stay organized and have conversations – all in one place. You can chat, text, have a phone conversation, or a video meeting, all from the same app. With Teams, eliminate the use of switching from app to app and to and from different providers.
Software and Analytics SmartTile An all-in-one platform that allows the user to integrate existing and future IoT devices for an optimized display. The customizable platform reduces the need to cycle through different websites to streamline issue prioritization and gain vital information through its data and analytics. One log in, one tool, one single pane of glass.
Contact Center Smart Contact Center A central point from which all customer interactions across various channels are managed. Its primary purpose is to provide customers with efficient and effective technical support, customer service, and sales assistance. Through its robust platform, the Smart Contact Center benefits customers, agents, and business owners by removing digital barriers and delivering a more personalized experience. Some of the most dynamic features include sentiment analysis, CRM and UC integration, open platform API’s, live queues and more.
Network Infrastructure Network Infrastructure Network infrastructure devices are the components of a network that transport communications needed for data, applications, services, and multi-media. These devices include routers, firewalls, switches, servers, load-balancers, intrusion detection systems, domain name systems, and storage area networks.
Smart Cabling (Low Voltage Cabling) Provide expertise on infrastructure cabling design and consulting for a wide range of voice, data, and all other network cabling installations. Our skilled systems engineers will examine your floor plan and develop an installation strategy to ensure all equipment, conference rooms, offices, desks, and cubicles are connected for maximum speed, efficiency, and reliability—with no exposed wires to trip over or cabling mess to detract from your office surroundings. (i.e. Category 5e/6/6a/7, HDMI, Fiber Optics, Coaxial, Speaker and Security)
SD-WAN and Connectivity SD-WAN Control each packet passing through your organization’s network at a granular level. Whether you are limiting website accessibility to specific users or teams, building class of service rules for priority traffic, or balancing the flow of traffic over multiple connections, SDWAN provides all that functionality, all from a single management interface.
Smart Internet Internet connectivity delivered by cable modems, FIOS, Dedicated Fiber, Fixed Wireless, 4G/5G, and MPLS.

Commonly Used Terms

Terms Definition
Analog Line/POTS line An analog line enables the connection of a single telephone, modem, or fax machine, to the telephone network. It is a voice circuit historically made from copper wire that runs from your phone company’s central office building to your business location.
Auto Attendant In telephony, an automated attendant (also auto attendant, auto-attendant, AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist).
Broadband (Internet) Broadband internet is a minimum of 25 Mbps download and 3Mbps upload speeds. It provides high speed internet access via multiple types of technologies including fiber optics, wireless, cable, DSL, and satellite.
Cisco ASA (Adaptive Security Appliance) Cisco ASA is a family of network security devices from Cisco that provide firewall, intrusion prevention (IPS) and virtual private network (VPN) capabilities. Introduced in 2005, the ASA brand superseded Cisco’s stand-alone PIX firewalls (see Cisco PIX), IPS and VPN devices.
Conference Bridges(s) A conference bridge is a facility within a service provider or carrier that connects multiple callers together and monitors the conference call session.
Customer Service Record (CSR) A CSR is a document provided by telecom service providers who are also known as carriers. This document lists all the telephone numbers and services that belong to a customer.
Direct Inward Dial (DID) A service of a local phone company (or local exchange carrier) that provides a block of telephone numbers for calling into a company’s private branch exchange (PBX) system.
Dispatch To send a Field Engineer to a destination or work site in order to complete a job.
E911 Fees Charges imposed on the customer pursuant to state or local law to finance Enhanced 911 services in a particular jurisdiction. Each physical phone must be registered to a physical address.
Enhanced Plain Old Telephone Service (E-POTS) Enhanced POTS is a replacement product that provides businesses with additional features that take POTS to the next level. These features include voicemail, call waiting, call forwarding, 3-way calling and automated failover.
Gigabit In computer networking, Gigabit Ethernet (GbE or 1 GigE) is a term describing various technologies for transmitting Ethernet frames at a rate of a gigabit per second (1,000,000,000 bits per second), as defined by the IEEE 802.3-2008 standard.
Hardware The machines, wiring, and other physical components of a computer or electronic system.
Hosted Seat Functions as a service that provides solid features such as unified messaging, remote extension dialing, automated attendant, hunting, inbound DID, and call center functionality. Hosted Seats allow companies to incorporate the benefits of VoIP without purchasing new hardware and maintenance support.
Letter of Authorization (LOA) A broad term in which one person or business grants another person or business the authority to act on their behalf.
Local Contact Number (LCON) Local Contact Number.
Local Number Portability The ability of a telephone customer in the U.S. to retain their local phone number if they switch to another local telephone service provider.
Managed Router A networking device that forwards data packets between computer networks. Routers perform the traffic directing functions on the Internet. A data packet is typically forwarded from one router to another through the networks that constitute the internetwork until it reaches its destination node.
Managed Switch(es) A network switch (also called switching hub, bridging hub, officially MAC bridge) is a computer networking device that connects devices together on a computer network, by using packet switching to receive, process and forward data to the destination device.
Monthly Recurring Revenue (MRR) Revenue that is received on a monthly basis. (Ex. Monthly internet charge)
Primary Rate Interface (PRI) A PRI line is a telephony technology to support voice communications. PRI is a standard interface of Integrated Services Digital Network (ISDN), a telecommunications standard that allows traditional phone lines to carry voice, data and video traffic.
Project Manager A Project Manager is responsible for the planning, procurement, and execution of a project, in any undertaking that has a defined scope, defined start and a defined finish.
Service Level Agreement (SLA) A commitment between a service provider and a client.
Service Order Agreement (SOA) This agreement helps vendors maximize revenue, control costs, and position for follow-on work by allowing for follow-on engagements.
SIP Trunks (Voice) SIP trunks are virtual phone lines that enable users to make and receive phone calls over the internet to anyone in the world with a phone number. SIP trunks utilize a packet switch network, in which voice calls are broken down into digital packets and sent across a network to the destination.
Smart Ethernet Over Copper (EOC) Smart Ethernet Over Copper (also known as EOC) is a form of Ethernet in the first mile connection that uses twisted pair copper telephone wire.
Smart Ethernet Over Fiber (EOF) Smart Ethernet Over Fiber is a connection providing high-speed ethernet bandwidth of 1Mbps to 10Gbps delivered as Ethernet Over Fiber optic lines.
T1 Is a 1.54 mbps internet (data)circuit.
Toll Free Numbers(s) (TFN) A toll-free telephone number or free phone number is a telephone number that is billed for all arriving calls instead of incurring charges to the originating telephone subscriber. For the calling party, a call to a toll-free number from a landline is free of charge.
Work Scope Documents the criteria or requirements of a service to be provided at a job site.

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