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Continuant's glossary defines the most common vocabulary, measurements, metrics, and phrases related to our business and the various industries in which we operate– from Telecom, to AV, to managed services and more. It’s a comprehensive list of all the good-to-know terminology you can use to effectively communicate. Each definition provides clarity around the meaning of a particular term or acronym used within Continuant and beyond.
AI refers to the simulation of human intelligence in machines, allowing them to perform tasks that typically require human cognitive functions such as learning, reasoning, problem-solving, perception, and language understanding. AI can range from narrow AI, which is designed to perform specific tasks like voice recognition or image analysis, to general AI, which aims to perform any intellectual task that a human can do. AI is used in various applications, including robotics, natural language processing, autonomous vehicles, and predictive analytics, among others.
AVIXA program that honors member companies that achieve certain levels of employee certification and training
AR is a technology that overlays digital content, such as images, videos, or 3D models, onto the real world in real-time, typically viewed through a device like a smartphone, tablet, or AR glasses. Unlike virtual reality (VR), which creates a completely immersive digital environment, AR enhances the real world by adding virtual elements that users can interact with. AR is used in various applications, including gaming, education, retail, and navigation, providing an enriched user experience by blending the digital and physical worlds.
AVB is a set of IEEE standards that ensure reliable, low-latency, and synchronized transmission of audio and video data over Ethernet networks. AVB enables professional-quality audio and video streaming across standard network infrastructure, making it ideal for use in applications like broadcasting, live sound, and conferencing systems. It allows multiple devices to communicate and share media streams with precise timing, reducing the need for specialized cabling and infrastructure while maintaining high performance and quality.
AVL refers to the integrated management and control of audio, video, and lighting systems, typically in live event production, broadcasting, theaters, and houses of worship. AVL systems are designed to work together seamlessly to create a cohesive and immersive experience, whether it's for a concert, conference, or any other live or recorded event. The term AVL encompasses the technology, equipment, and processes involved in delivering high-quality sound, visuals, and lighting effects in a coordinated manner.
Short for AV over IP, or the transfer of audio visual data over an client's IP (Internet Protocol) network.
BIM is a digital process for creating and managing 3D models of buildings or infrastructure. It integrates architectural, engineering, and construction data, serving as a shared resource throughout the building's lifecycle. BIM improves collaboration, reduces errors, and supports better decision-making by providing a detailed and accurate digital representation of the project.
A policy that allows employees to use their own personal devices, such as smartphones, tablets, or laptops, for work purposes. This approach can increase flexibility and employee satisfaction but also requires robust security measures to protect company data and networks.
CAD is the use of computer software to create, modify, analyze, or optimize designs. CAD software is commonly used in architecture, engineering, and manufacturing to produce precise drawings, 3D models, and simulations. It allows designers and engineers to visualize and test their designs in a digital environment before physical production, improving accuracy, efficiency, and collaboration throughout the design process.
CCTV is a system of video cameras used to transmit signals to specific, limited monitors or recording devices, rather than broadcasting them openly. CCTV is commonly used for surveillance and security purposes in areas such as businesses, public spaces, and residential properties. The footage captured by CCTV cameras can be monitored in real-time or recorded for later viewing, helping to deter crime, monitor activities, and provide evidence in case of incidents.
Professional certifications from AVIXA that validates expertise in audiovisual (AV) technology. It covers areas like system design, installation, and operation. Earning a CTS demonstrates that the individual meets industry standards and is skilled in planning and supporting AV solutions. Advanced certifications like CTS-D and CTS-I focus on design and installation, respectively.
The FCC is a U.S. government agency responsible for regulating interstate and international communications by radio, television, wire, satellite, and cable. The FCC's role includes managing the radio frequency spectrum, enforcing communication laws and regulations, ensuring competition, and protecting consumers. It plays a crucial role in overseeing the telecommunications industry and ensuring that communications services are available and accessible to the public while maintaining standards for safety and reliability.
is a connectivity standard that transmits uncompressed HD video, audio, Ethernet, power, and control signals over a single Cat5e/6 Ethernet cable, up to 100 meters. It's widely used in AV systems and home entertainment to simplify cabling, support 4K resolution, and reduce installation complexity.
HDCP is a form of copy protection (scrambling of signals) that prevents copying of audio & video content as it travels across cables or connections.
HDMI is an uncompressed digital connector providing an interface between 8-channel digital audio and HDTV standards.
IOTA a series of pro AV reports by AVIXA that look at particular regions and the global AV market.
LED a material that emits light when electricity passes through it.
LEED is the building certification standard used for the Green or Sustainable construction movement.
AVIXA reports focused on AV opportunities in particular vertical markets.
OFE refers to equipment or technology that is provided by the owner or client of a project, rather than being supplied by the AV integrator or contractor. The owner is responsible for purchasing and delivering the equipment, which the AV team then installs, integrates, or configures as part of the overall system. This can include items like displays, projectors, speakers, or control systems that the owner has chosen based on specific preferences or requirements.
PISM is a software platform that integrates various security systems, like CCTV and access control, into a single interface. It provides real-time situational awareness, automates security processes, and helps operators respond more effectively to incidents by offering a unified view of all security operations.
SDVoE is a standard that transmits uncompressed, low-latency video, audio, and control signals over Ethernet networks. It supports high-quality video distribution, like 4K, using standard network cables, making it ideal for professional AV applications such as video walls, multi-viewing, and digital signage. SDVoE simplifies AV system deployment by utilizing existing network infrastructure.
VR is a technology that creates a simulated, immersive environment that users can interact with as if it were real. Using devices like VR headsets, users are placed inside a 3D, computer-generated world where they can look around, move, and interact with virtual objects. VR is used in gaming, training, education, and various professional fields to provide experiences that mimic real-world or fantastical environments.
4G FO is a backup solution that uses a 4G LTE network to provide internet connectivity when a primary connection, such as wired broadband, fails. It ensures continuity of service by automatically switching to the 4G network if the primary connection is lost, minimizing downtime and maintaining access to critical online applications and services. This failover mechanism is commonly used in business and critical infrastructure environments to ensure reliable and uninterrupted connectivity.
APAC is a region that includes countries in East Asia, South Asia, Southeast Asia, and Oceania. The term is used to refer to the telecommunications markets and industries within these countries, which are known for their diversity in terms of economic development, technology adoption, and regulatory environments. APAC is a significant and rapidly growing market for telecom companies, characterized by a mix of mature markets with advanced infrastructure and emerging markets with expanding mobile and broadband services. Strategies in APAC often focus on addressing the unique challenges and opportunities presented by this dynamic region.
An API refers to a set of protocols, functions, procedures and commands utilized by programmers for developing software or promoting interactions between two systems.
It's a device that bridges standard telephones and PBXs to a network so calls travel over the internet instead of directly over copper wires. When A company switches to a SIP trunk line, they may want to keep all the customizations and features of their legacy Private Branch Exchange (PBX) system.
Border Gateway Protocol (BGP) is the postal service of the Internet. When someone drops a letter into a mailbox, the Postal Service processes that piece of mail and chooses a fast, efficient route to deliver that letter to its recipient. Similarly, when someone submits data via the Internet, BGP is responsible for looking at all of the available paths that data could travel and picking the best route, which usually means hopping between autonomous systems.
A bill of materials (BOM) is the data that identifies the items or raw materials used to produce any physical thing, whether that thing is a structure or a product.
BRI is an older technology that was typically used by individuals and small businesses to transmit video. It has two B channels, or bearer channels, which carry data and voice services, and one D channel, or data channel, which carries signaling and controlling data.
BUaaS is a recovery and backup solution that's cloud-based, which makes it possible for those using it to protect their data in the case of a disaster, breach, or loss. You can install BUaaS quickly on your system.
Bandwidth is the maximum amount of data that can be transmitted over an internet connection in a set amount of time.
BYOC refers to programs that give you the ability to choose a carrier that best fits your business needs, and in turn, plug them into your unified communications or contact center platforms.
CCaaS is a cloud-based solution that provides businesses with the tools and infrastructure needed to manage customer interactions across multiple channels, including voice, email, chat, and social media. Unlike traditional contact centers that require significant on-premises hardware and software, CCaaS offers a flexible, scalable, and cost-effective approach, allowing organizations to pay for only the services they need. CCaaS platforms typically include features such as call routing, customer analytics, workforce management, and integration with CRM systems, making it easier for companies to deliver seamless and personalized customer experiences.
A content delivery network (CDN) is a geographically distributed group of servers that caches content close to end users. A CDN allows for the quick transfer of assets needed for loading Internet content, including HTML pages, JavaScript files, stylesheets, images, and videos.
In the telecom industry, CDR refers to a call detail record, which provides information about calls made through a phone service. A CDR report can offer businesses call data about where, when, and how calls are made for reporting and billing purposes.
CLECs are large telecom carriers that compete with ILECs (Incumbent Local Exchange Carriers). CLECs were mainly established after the 1996 Telecommunications Act and started by leasing copper lines from ILECs. Today, many offer a wide range of services and have their own fiber-optic networks.
CNAM stands for Caller Name and is a feature used by telephone networks in the United States in order to provide an accurate name and identity of the calling party. Whenever you see the name and number of a phone call pop up on your Caller ID, it's using CNAM technology in order to provide this information.
Co-location refers to the way IT equipment and resources are located or installed. This usually refers to the networking hardware resources owned by an organization, such as Web or database servers, which are located outside the vicinity of the organization's premises and "co-located" with another organization's hardware, usually an ISP or a service provider. This is usually done because the ISP might be the best candidate for maintaining the Web server hardware for the organization and it would be better to keep the hardware in a more suitable place since ISPs have specially built places for networking hardware.
CPaaS is a cloud-based platform that enables businesses to add real-time communication features such as voice, video, messaging, and authentication directly into their applications without needing to build or maintain the underlying infrastructure. CPaaS provides APIs, SDKs, and development tools that make it easier for developers to embed these communication capabilities into web and mobile applications. This service allows organizations to enhance customer interactions, streamline operations, and innovate quickly by integrating communication features seamlessly into their existing workflows and systems.
A data record produced by a telephone exchange or other telecommunications equipment that documents the details of a phone call or other telecommunications transaction (e.g., text message, data transfer). A CRD typically includes information such as the time and duration of the call, the numbers involved in the call, the type of call (e.g., local, long-distance, international), and other relevant data. These records are used for billing, monitoring network performance, and analyzing communication patterns.
A device or software within a Cisco network that serves as a Session Border Controller (SBC). It is used to manage and secure voice and video traffic over IP networks, particularly in VoIP (Voice over IP) and SIP (Session Initiation Protocol) environments. CUBE facilitates the connection between different networks, such as a company's internal network and an external service provider's network, while providing security, call control, and interworking between different protocols. It plays a crucial role in enabling secure and reliable communication across network boundaries.
CUC is a unified messaging and voicemail solution that integrates with Cisco Unified Communications systems. It allows users to access and manage voicemail through various interfaces, including phone, email, web browsers, and mobile devices. Key features include visual voicemail, voicemail-to-text transcription, and speech recognition, all aimed at enhancing communication efficiency.
This is the core component of Cisco's UC solution. CUCM is a call control and IP telephony solution that manages voice, video, messaging, and mobility services within an organization. CUCM enables the routing and management of VoIP calls, supports a wide range of collaboration tools, and integrates with other Cisco Unified Communications products. It provides centralized control for communication devices, ensuring seamless connectivity and efficient communication across an organization. CUCM is a core component of Cisco's Unified Communications suite, offering scalability and flexibility for businesses of all sizes.
Cutovers refer to the process of transitioning from one system, technology, or process to another, typically within a business or IT environment. This term is often used in the context of telecommunications, IT infrastructure, or project management. During a cutover, the old system is deactivated, and the new system is brought online, often within a carefully planned time frame to minimize downtime and disruption. Cutovers can be complex and involve detailed planning, testing, and coordination to ensure a smooth transition and to avoid any significant interruptions to business operations.
CXM is a strategy and process used by businesses to manage and improve the overall experience that customers have with their brand across all touchpoints and interactions. CXM involves understanding customer needs, preferences, and behaviors to deliver personalized and consistent experiences. It typically includes gathering customer feedback, analyzing customer data, and implementing changes to enhance customer satisfaction, loyalty, and engagement. CXM aims to create positive and memorable customer interactions that contribute to long-term business success.
Day 0 refers to the initial stage of a project or deployment, where the focus is on planning, designing, and preparing the infrastructure or system before any actual implementation or installation takes place. This phase involves activities such as requirements gathering, network design, site surveys, procurement of equipment, and establishing a project plan. The goal of the Day 0 phase is to ensure that all necessary preparations are in place so that the subsequent phases (often referred to as Day 1 and Day 2) can proceed smoothly, with the actual deployment and operationalization of the system.
Day 1 refers to the phase following the initial planning and preparation (Day 0), where the actual implementation or deployment of the system, network, or infrastructure begins. During the Day 1 phase, tasks such as installation, configuration, and integration of hardware and software are performed. This phase also includes initial testing to ensure that the deployed components are functioning correctly and meeting the project's requirements. Day 1 is crucial as it sets the foundation for the system's operational phase, where it becomes live and starts to support business functions.
Day 2 refers to the ongoing operations, maintenance, and optimization phase after the system, network, or infrastructure has been deployed and made live (following Day 1 activities). During Day 2, the focus shifts to ensuring the smooth and efficient operation of the system, including monitoring performance, troubleshooting issues, applying updates, and making any necessary adjustments to improve stability and performance. This phase also involves activities like scaling, enhancements, and continuous improvement to meet evolving business needs and to ensure the long-term success of the deployment. Day 2 is about sustaining and optimizing the system over time.
In networking, DDI refers to the integration of these three core network services. DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), and IPAM (IP Address Management). Together, they are essential for managing and automating IP address assignments and DNS resolution within an organization's network.
In telecommunications, DDI refers to a service that allows external callers to directly reach an extension within a private branch exchange (PBX) system without going through a central switchboard.
A DDoS attack targets websites and servers by disrupting network services in an attempt to exhaust an application's resources. The perpetrators behind these attacks flood a site with errant traffic, resulting in poor website functionality or knocking it offline altogether. These types of attacks are on the rise.
Often used interchangeably with a telephone number. DID refers to a service that enables businesses to assign individual phone numbers to specific extensions within both traditional PBX systems and modern IP/VoIP-based communication systems. This allows external callers to directly reach a particular employee or department without navigating through a main reception line or automated attendant. DID remains a crucial feature for businesses, supporting seamless communication in both on-premises and cloud-based environments, and is especially valuable in today's remote and hybrid work settings.
Direct Routing in the context of telephony, particularly with Microsoft Teams, refers to the capability that allows organizations to connect their own telephony infrastructure (such as on-premises PBX systems or SIP trunks) directly to Microsoft Teams. This enables users to make and receive external phone calls through the Teams platform, utilizing the organization's existing phone numbers and calling plans. Direct Routing provides flexibility for businesses to manage their telephony services, integrate with legacy systems, and potentially reduce costs by using their preferred telephony providers while leveraging Microsoft Teams as a unified communication and collaboration tool.
Similar to cable internet, but less common these days, DSL connects you to the internet through a pair of copper wires within your telephone lines and using a modem.
Enhanced 911 service, or E911 for short, is a version of the traditional 911 emergency service that is designed to work with mobile devices and VoIP services. Traditional 911 service works over telephone lines, and 911 operators can use the physical address a call originated from to help dispatch responders in the case of an emergency. With mobile devices or VoIP services, pinpointing a caller's exact location is more difficult, but enhanced 911 service works to identify the location quickly.
EMEA is a regional designation commonly used by organizations to refer to the combined markets and operations within these three geographical areas. EMEA is often used in business, sales, marketing, and logistics contexts to group these regions together for reporting, management, or strategic purposes. The term encompasses a diverse range of countries with varying economic conditions, languages, and cultures, making it a significant and complex market for multinational companies.
Product that is no longer maintained or supported. It may refer to either hardware or software.
EoMS refers to the point in time when a manufacturer or service provider will no longer offer maintenance support, updates, or patches for a particular product, system, or software. After EoMS, the product may still function, but it will not receive any official support, which could lead to increased risks related to security, compliance, and operational stability. Organizations typically need to plan for upgrades, migrations, or replacements before the EoMS date to avoid potential disruptions.
EoS refers to the point in time when a manufacturer or service provider will no longer provide any form of support for a product, system, or software. This includes technical assistance, updates, patches, and security fixes. After the EoS date, the product may continue to work, but it becomes increasingly vulnerable to security risks and operational issues since it will no longer receive updates or support from the provider. Organizations usually need to plan for an upgrade, replacement, or transition to a new solution before the EoS date to maintain security and functionality.
The General Data Protection Regulation is a 2018 European law regarding data privacy and security. It applies to any organization that collects and processes the personal data of people in the European Union.
High-level design explains the architecture that would be used to develop a system. The architecture diagram provides an overview of an entire system, identifying the main components that would be developed for the product and their interfaces.
a term used in the context of IT, project management, and business operations to describe a period of heightened support and monitoring immediately following the deployment or launch of a new system, process, or product. During the hypercare phase, additional resources and support teams are dedicated to ensuring that the implementation runs smoothly, addressing any issues or bugs quickly, and providing intensive user assistance. The goal of hypercare is to minimize disruptions, ensure stability, and support the transition to normal operations. This phase typically lasts until the system or process is fully stabilized and users are comfortable with the new environment.
IaaS is a form of cloud computing that delivers fundamental compute, network, and storage resources to consumers on-demand, over the internet, and on a pay-as-you-go basis. IaaS enables end users to scale and shrink resources on an as-needed basis, reducing the need for high, up-front capital expenditures or unnecessary owned infrastructure, especially in the case of spiky workloads. In contrast to PaaS and SaaS (even newer computing models like containers and serverless), IaaS provides the lowest-level control of resources in the cloud.
IDD allows users to make direct phone calls to international numbers without operator assistance. By dialing the international code and country code, users can connect with contacts worldwide via traditional phone lines or VoIP services, typically incurring international calling rates.
A component of Cisco's Unified Communications suite that provides instant messaging and presence services to users within an organization. Cisco IM&P allows employees to send real-time text messages, see the availability status of their contacts (such as available, busy, or away), and integrate with other Cisco collaboration tools like Cisco Jabber and Cisco Webex. This service enhances communication efficiency by enabling quick interactions and providing visibility into colleagues' availability, making it easier to collaborate and manage workflows.
The Internet of Things refers to numerous types of physical objects that connect to the internet. These internet-connected objects have embedded sensors that enable them to collect and exchange data in real-time. Examples include smart thermostats, refrigerators, watches, lights, locks, and headphones.
IP is a set of rules that govern how data is sent and received over the internet or other networks. IP is responsible for routing packets of data from the source device to the destination device, ensuring that the data reaches the correct address. Each device connected to the network is assigned a unique IP address, which acts like a mailing address, allowing the data to be directed to the right location. IP is a fundamental protocol in the internet and plays a crucial role in enabling communication between devices across diverse networks.
ISDN is a digital communication standard that allows voice, video, and data to be transmitted over traditional telephone lines. It improves upon older analog systems by enabling clearer voice quality and the simultaneous use of multiple services, such as phone calls and internet connections, on the same line. ISDN is available in two main types: Basic Rate Interface (BRI) for smaller users and Primary Rate Interface (PRI) for larger organizations. Although once widely used, ISDN has largely been replaced by modern broadband and fiber-optic technologies.
IT is the use or study of systems, particularly telecommunications and computers, for the purpose of sending, retrieving, and storing information.
ITIL is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
IVR is an automated phone system that allows callers to interact with a computer-operated telephone system through dialtone input from a keypad or through voice response. It can route calls or even provide self-service options.
A LAN is a series of devices connected together in one physical location, such as an office, home or campus.
LATAM refers to the telecommunications markets and industries within the Latin American region, which includes Central America, South America, and parts of the Caribbean. The term encompasses the various telecom services, such as mobile networks, broadband, satellite communication, and fixed-line telephony, that are provided in these countries. LATAM is a significant and growing market for telecom companies, characterized by diverse regulatory environments, varying levels of infrastructure development, and a mix of urban and rural areas with different connectivity needs. Telecom strategies in LATAM often focus on expanding network coverage, increasing broadband penetration, and adapting services to meet the unique demands of the region's population.
LLD is a component-level design process that follows a step-by-step refinement process. This process can be used for designing data structures, required software architecture, source code and ultimately, performance algorithms.
MACD refers to the management tasks involved in maintaining Microsoft Teams, such as relocating users, adding new accounts or resources, modifying settings, and removing users or channels. These activities are essential for keeping the Teams environment updated and aligned with the organization's needs.
MDM is a type of software that facilitates the implementation and control of policies on mobile devices like smartphones and tablets.
Managed detection and response (MDR) is a cybersecurity service that helps proactively protect organizations from cyberthreats using advanced detection and rapid incident response. MDR services include a combination of technology and human expertise to perform cyberthreat hunting, monitoring, and response.
MRA (Expressway) is part of the Cisco Collaboration Edge Architecture and allows endpoints such as Cisco Jabber to have their registration, call control, provisioning, messaging and presence services provided by CUCM when the endpoint is outside the enterprise network.
A managed security service provider (MSSP) offers network security services to an organization. As a third party, an MSSP can alleviate the strain on IT teams, as well as free up crucial time the organization needs to support and expand operations.
NA refers to the telecommunications markets and industries within the United States, Canada, and sometimes Mexico. The term is used to describe regional strategies, regulations, infrastructure, and services specific to these countries. The North American telecom market is characterized by advanced technology, widespread broadband and mobile network penetration, and a highly competitive environment. NA is often used when discussing market trends, regulatory frameworks, and telecom service offerings within this region.
A network operations center (NOC) is a centralized place from which enterprise information technology (IT) administrators -- either internal or third party -- supervise, monitor and maintain a telecommunications network.
An original equipment manufacturer (OEM) is generally perceived as a company that produces non-aftermarket parts and equipment that may be marketed by another manufacturer.
PaaS, or Platform-as-a-Service, is a cloud computing model that provides customers a complete cloud platform hardware, software, and infrastructure for developing, running, and managing applications without the cost, complexity, and inflexibility that often comes with building and maintaining that platform on-premises.
PBX is a private telephone network used within an organization that allows internal communication between users and provides shared access to external phone lines for making and receiving calls. A PBX system manages incoming and outgoing calls, enabling features such as call routing, voicemail, call conferencing, and automated attendants. PBX systems can be traditional, using analog or digital lines, or modern IP-based (IP PBX), which uses internet protocol for communication. PBX systems help businesses efficiently manage their phone communications and reduce the cost of multiple phone lines by sharing a limited number of external lines among all users.
POC refers to the designated individual or team responsible for communication and coordination between different parties, such as a service provider and a client, during a project or ongoing service relationship. The POC is the main person or group that stakeholders reach out to for information, updates, support, or issue resolution. This role is crucial for ensuring clear and efficient communication, particularly in complex telecom projects or services where multiple teams and processes are involved. The POC helps streamline interactions and ensures that the right information is conveyed to the appropriate people in a timely manner.
POPs are physical locations where network providers and service operators have equipment and infrastructure to connect and interconnect with other networks. POPs serve as access points for telecommunications services, including data transmission, internet connectivity, and network routing. They are critical for managing and maintaining network traffic, providing access to various services, and ensuring connectivity between different parts of a network or between different networks.
POTS is the traditional voice transmission phone system, and it uses copper wires. Many businesses still use POTS for landlines, fax machines, and certain types of alarms.
PRI is a type of ISDN service used by larger organizations to support multiple simultaneous voice, data, or video communications. It provides 23 or 30 digital channels for calls or data, plus one channel for signaling, depending on the region. PRI is often used to connect a company's phone system (PBX) to the public telephone network, allowing for efficient handling of high call volumes. Although newer technologies like VoIP have largely replaced it, PRI is still valued for its reliability and consistent quality.
PSTN is the traditional network of circuit-switched telephone lines that has been used for decades to provide voice communication services. It includes all the infrastructure components like telephone lines, fiber optics, switches, and other equipment that allow for landline telephone calls to be made. The PSTN is what connects calls between local, national, and international networks, providing reliable voice communication over a vast geographic area. While modern technologies like VoIP are increasingly popular, the PSTN remains widely used for its dependability and extensive coverage.
QoS uses technologies and mechanisms on a network to control traffic and ensure that critical applications perform well, even with limited network capacity. It allows organizations to adjust overall traffic by prioritizing certain applications and is commonly used for VoIP (Voice over Internet Protocol), videoconferencing, and streaming media.
SaaS refers to software being accessed online through a subscription model rather than customers purchasing and installing it on their computers.
Secure access service edge, often abbreviated (SASE), is a security framework that converges software-defined wide area networking (SD-WAN) and Zero Trust security solutions into a converged cloud-delivered platform that securely connects users, systems, endpoints, and remote networks to apps and resources.
Service-Based Architectures provide a modular framework from which common applications can be deployed using components from various sources and suppliers. The 3GPP defines a Service-Based Architecture (SBA) in which the control plane functionality and common data repositories of a 5G network are delivered through a set of interconnected Network Functions (NFs), with each NF authorized to access the services of other NFs.
A Session Border Controller or SBC is a special-purpose device that protects and regulates IP communications flows. As the name implies, session border controllers are deployed at network borders to control IP communications sessions. Originally conceived to protect and control VoIP networks, SBCs are now used to regulate all forms of real-time communications including VoIP, IP video, text chat and collaboration sessions
SD-WAN is a technology that uses software to manage and optimize a wide area network (WAN). It allows businesses to use various connection types, like broadband and LTE, to connect different locations. SD-WAN improves network performance by dynamically routing traffic based on real-time conditions, making it more efficient, secure, and cost-effective. It's especially useful for organizations with multiple sites or those using cloud applications.
A software development kit (SDK) is a set of tools provided by the manufacturer of (usually) a hardware platform, operating system (OS), or programming language.
SIP is a communication protocol used in telecom to initiate, manage, and terminate voice and video calls over IP (Internet Protocol) networks. SIP is widely used in VoIP (Voice over IP) systems to establish and control communication sessions between two or more participants. It handles the signaling and control aspects of a call, such as ringing, answering, and ending the call, but does not transmit the actual voice or video data. SIP is a key component in modern telecommunication systems, enabling features like call forwarding, conferencing, and instant messaging across various devices and platforms.
SLAs are a crucial part of any telecom agreement. They define the level of service a customer can expect from its provider, as well as the remedies that apply if the specified service levels aren't met.
SMS is a protocol for sending and receiving short text messages, typically up to 160 characters, between mobile phones. It's widely used for personal communication and business notifications, operating over cellular networks without needing internet access.
A T1 line is a telecommunications line that supports 24 voice channels when used for telephone service, or a total bandwidth of 1.544 Mbps when used as an Internet connection. T1 lines typically operate over twisted pair copper wire, similar to a telephone wire, but can also run over coax cable or fiber optic cable. T1 lines are also known as DS1 (Digital Signal Level 1) lines.
TAC is a specialized support center that provides technical support and troubleshooting assistance for products and services, particularly in the technology and telecommunications industries. TACs are staffed by technical experts who help customers and partners resolve complex issues, offering guidance, diagnosing problems, and providing solutions. In companies like Cisco, the TAC is a critical resource for customers needing in-depth technical support, ranging from software and hardware troubleshooting to network configuration and optimization.
TEM (telecom expense management)refers to the process of managing and optimizing an organization's telecommunications or IT costs and services. This includes tracking, auditing, and analyzing expenses related to voice, data, and mobile services, as well as managing contracts, billing, and vendor relationships. The goal of TEM is to reduce costs, improve efficiency, and ensure accurate billing, while also providing better visibility and control over telecom resources across the organization.
Third-Party Maintenance (TPM) is the best solution to keep a legacy Avaya (and other brands) PBX system running. This is especially true for systems past End of Manufacturer Support (EoMS). While Avaya Extended Support offers scaled-back services, a TPM provider can offer more support features at a better price. We offer this kind of maintenance to our customers with our Maintenance Advantage Plan (MAP).
TSP is a federal program managed by the US Department of Homeland Security. It requires telecom service providers to give preferential treatment to those in the program anytime they need to add new lines or have lines restored. Participants in the program include police and fire departments, 911 call centers, healthcare providers, and other organizations that use telecom services to maintain public health and safety or law and order.
UAT a type of testing performed by the end user or the client to verify/accept the software system before moving the software application to the production environment. UAT is done in the final phase of testing after functional, integration and system testing is done.
UCC Integrates multiple communication tools, such as VoIP, instant messaging, video conferencing, and calling, into one system that allows multiple devices to easily communicate with each other.
UCCX is a customer contact management solution developed by Cisco. It is designed for small to medium-sized contact centers, providing essential tools for handling customer interactions across multiple channels, including voice, email, and chat. UCCX offers features like automatic call distribution (ACD), interactive voice response (IVR), call recording, reporting, and workforce management. It integrates with Cisco's broader Unified Communications suite, enabling businesses to deliver efficient and personalized customer service while optimizing resource use and improving overall contact center performance.
VARs are companies or individuals that take an existing product or service, enhance it with additional features, services, or customizations, and then resell it to end customers. In the context of telecom and IT, VARs often bundle hardware, software, and services such as installation, training, or support into a complete solution tailored to meet specific customer needs. By adding value to the original product, VARs provide customers with a more comprehensive offering, often leading to better integration, performance, and customer satisfaction.
VoIP is a technology that allows voice communication to be transmitted over the internet instead of traditional phone lines. It converts voice signals into digital data packets, enabling calls from computers, smartphones, or VoIP-enabled phones. VoIP is cost-effective, especially for long-distance calls, and offers features like call forwarding and video conferencing.
An expansive network of information that is not tied to a single location. WANs are used to connect LANs and other networks together, so computers in one location can communicate with users in another location and all around the world.
Refers to the process and strategies employed to ensure that individuals and organizations effectively adopt new technologies, processes, or business practices. ACM focuses on the human side of change, addressing how people transition from current states to desired future states. It involves activities such as communication, training, stakeholder engagement, and support to drive acceptance and usage of new systems or changes within an organization, ultimately aiming to maximize the return on investment for the change initiative.
Organizations often overlook the importance of preparing and equipping their employees to navigate organizational changes. The ADKAR Model bridges this gap by providing leaders with essential tools, information and strategies that empower individuals to make successful transitions during change initiatives - ensuring a streamlined, smooth transition every time!
Connect Hybrid Calling is a service that integrates on-premises PBX systems with cloud-based telephony solutions. It allows businesses to use both environments together, offering flexibility and gradual transition to cloud communications while maintaining existing infrastructure. This hybrid approach ensures seamless connectivity and continued service.
Continuant Connect is a cloud-based platform offered by Continuant that provides integrated solutions for managing and optimizing communication systems. It includes features such as real-time monitoring, analytics, and management tools designed to enhance the performance and reliability of an organization's communication infrastructure. Continuant Connect enables organizations to streamline their communication operations, improve system visibility, and receive proactive support, ensuring a seamless and efficient user experience across various communication channels.
CX refers to the overall perception and impression a customer has of a company based on their interactions and experiences with that company's products, services, and brand. CX encompasses every touchpoint a customer has with a business, from initial awareness and discovery through purchase, usage, and post-purchase support.
DRaaS is a cloud-based solution that enables organizations to connect their existing telephony infrastructure, such as a private branch exchange (PBX), to Microsoft Teams using a third-party service provider. This service allows businesses to route calls directly from Microsoft Teams to the public switched telephone network (PSTN) without needing to rely solely on Microsoft's own calling plans. Direct Routing as a Service typically includes the management of Session Border Controllers (SBCs), security, and ongoing support, offering a flexible and scalable way to integrate Teams with traditional telephony systems while ensuring compliance and call quality.
MAP is a service offering designed to provide comprehensive support, maintenance, and management for an organization's communication systems, such as PBXs, VoIP systems, and other critical infrastructure. The plan includes services like proactive monitoring, regular software updates, troubleshooting, hardware replacement, and access to expert technical support. Continuant's MAP is tailored to ensure that communication systems are always running smoothly, minimizing downtime and extending the life of the equipment. It provides a predictable cost structure while offering peace of mind that the systems are maintained by experienced professionals.
A TSD is a company that acts as an intermediary between technology service providers and resellers or end customers. These distributors offer a wide range of services and solutions, such as cloud computing, telecommunications, networking, and managed services. They typically provide value-added services like technical support, training, marketing assistance, and integration services to help resellers or customers implement and manage the technology effectively. Technology Service Distributors play a crucial role in the supply chain by simplifying the procurement process and enabling resellers to offer comprehensive technology solutions without needing to develop all the capabilities in-house.
UCaaS is a cloud-based delivery model for unified communications services, which integrate various communication tools like voice, video conferencing, messaging, and collaboration into a single platform. UCaaS allows businesses to access and manage these communication services over the internet, providing flexibility, scalability, and cost savings. By using UCaaS, organizations can streamline their communication processes, improve collaboration, and easily scale services to meet changing needs, all without the need for extensive on-premises infrastructure.
AVIXA a global trade association representing the audiovisual (AV) industry. Formerly known as InfoComm International, AVIXA provides education, certification, and advocacy for professionals involved in AV technology and integrated experiences. The organization also produces events, including the annual InfoComm trade show, which is one of the largest AV industry events worldwide. AVIXA supports the growth of the AV industry by setting standards, offering resources, and fostering a community for AV professionals to collaborate and innovate.
CRM is a strategy and technology system used by businesses to manage and analyze customer interactions and data throughout the customer lifecycle. The goal of CRM is to improve customer service relationships, assist in customer retention, and drive sales growth. CRM systems compile data from various communication channels, including a company's website, phone, email, chat, social media, and more. By providing detailed information about customers' preferences, purchase history, and past interactions, CRM helps businesses tailor their marketing efforts, personalize customer experiences, and streamline processes.
A service that identifies the number being called in a multi-number setup.
A variation in packet arrival times, often affecting the quality of VoIP and video communications.
A routing technique in telecommunications networks that directs data from one network node to the next based on short path labels rather than long network addresses.
The average time required to repair a system or component.
Omnichannel in Contact Centers refers to a customer service approach that integrates and manages multiple communication channels—such as phone, email, chat, social media, and SMS—within a single, cohesive system. This allows customers to interact with the contact center through their preferred channel while ensuring a consistent and seamless experience across all touchpoints. In an omnichannel contact center, agents have a unified view of customer interactions, regardless of the channel used, enabling them to provide personalized and efficient service. The goal is to enhance customer satisfaction by offering flexibility and continuity in communication, making it easier for customers to get the support they need.
A protocol used to deliver audio and video over IP networks.
A software program for making telephone calls over the internet using a general-purpose computer, rather than dedicated hardware.
A method of transmitting and receiving independent signals over a common signal path by means of synchronized switches.
A secure connection that allows users to access a private network and share data remotely through public networks.
A technology that allows audio, video, and data sharing between browser clients via simple APIs.
A software vulnerability that is unknown to the vendor and for which no patch or fix has been developed.
Measures how satisfied customers are with a company's products or services. It’s typically based on a simple question like, "How satisfied were you with your experience?" Responses are usually rated on a scale (e.g., 1 to 5), with the score calculated as a percentage of satisfied responses (4s and 5s) divided by total responses.
A metric that measures how easy it is for customers to interact with a company and resolve issues. It’s typically gauged by asking a question like, "How easy was it to solve your problem?" Responses are usually given on a scale from 1 (very difficult) to 7 (very easy). A higher score indicates that the customer found the process easy, which can correlate with greater loyalty and satisfaction.
In customer support, a CSR is an individual who interacts with customers to handle inquiries, complaints, or support requests. They help resolve issues and ensure customer satisfaction through phone, email, chat, or in-person communication.
A centralized repository in IT service management (ITSM) that stores detailed information about an organization's IT assets and infrastructure components, called configuration items (CIs). It tracks their relationships and dependencies, helping to manage changes, resolve incidents, and assess the impact of modifications within the IT environment. A CMDB is essential for effective processes like change and incident management, offering a clear view of the IT landscape to support informed decision-making.
Technology that enables computers to interact with telephone systems. It allows businesses to integrate their phone systems with customer relationship management (CRM) software, enabling features like screen pops (customer info appearing on screen during calls), automated dialing, call routing, and call logging. CTI is widely used in contact centers to improve efficiency, enhance customer interactions, and streamline communications by bridging the gap between telephony and computer-based applications.
Technology that enables seamless communication between fixed (landline) and mobile networks, allowing users to switch between them without interruption. It enables features like routing calls from a mobile device to a landline and vice versa, using a single phone number for both. This is particularly useful for businesses, as it simplifies communication by allowing employees to use one device for both mobile and office communications. FMC improves flexibility, reduces costs, and enhances user experience by integrating mobile and fixed networks into a unified communication system.
A phone system that manages internal and external voice communications using IP (Internet Protocol) networks instead of traditional phone lines. It allows businesses to handle calls over a data network, offering advanced features like voicemail, call forwarding, auto attendants, and conferencing, while integrating with VoIP (Voice over IP) services. IP-PBX systems are scalable, making them cost-effective for both small and large businesses, and can easily support remote employees by connecting to the system through the internet. This modern telephony solution enhances flexibility and reduces the costs associated with traditional PBX systems.
An MSP is third-party company that remotely manages a client's IT infrastructure and end-user systems, typically under a subscription model. MSPs handle a wide range of IT tasks such as network monitoring, cybersecurity, data backup, and disaster recovery. They are especially valuable for businesses that lack in-house IT expertise or want to offload day-to-day management of their IT operations. MSPs help companies reduce operational risks, control costs, and focus on their core business by ensuring the smooth functioning of their IT systems.
A standard security technology that establishes an encrypted link between a web server and a browser, ensuring that all data passed between them remains private and secure. SSL protects sensitive information like credit card numbers, personal data, and login credentials by encrypting the data as it travels across the internet. Although SSL has been succeeded by TLS (Transport Layer Security) as the more secure protocol, the term "SSL" is still widely used to refer to this encryption method. SSL is essential for maintaining the security and integrity of online transactions and communications.
A communications protocol used primarily for establishing low-latency and loss-tolerating connections between applications on the internet. Unlike TCP (Transmission Control Protocol), UDP does not establish a connection before sending data, nor does it guarantee the delivery, order, or error-checking of the transmitted packets. This makes UDP faster and more efficient, particularly for time-sensitive applications like video streaming, online gaming, or VoIP, where speed is more important than reliability. However, it is less reliable because packets can be lost or arrive out of order.
A network segmentation technology that allows devices on different physical LANs to communicate as if they were on the same network, regardless of their physical location. VLANs are used to partition a network into logical segments, improving security, reducing traffic congestion, and optimizing network management. Each VLAN behaves like an independent network, allowing administrators to isolate groups of devices (e.g., by department or function) without the need for additional hardware. VLANs are commonly used in large organizations to separate sensitive data and limit broadcast traffic, providing better control over network resources.
An automated network configuration process that allows devices like routers, switches, and other hardware to be configured and deployed without manual intervention. When a new device is powered on and connected to the network, it automatically downloads its configuration files from a central server, applies them, and becomes operational. ZTP eliminates the need for on-site technicians to manually set up each device, reducing deployment time, minimizing errors, and simplifying large-scale network rollouts, especially in complex environments like data centers or large enterprises.
A trunk refers to a communication line or link that carries multiple signals or channels simultaneously between network nodes, such as between telephone exchanges or from an exchange to a customer premises. Trunks are used to handle large volumes of data or voice traffic efficiently by aggregating multiple individual circuits into one high-capacity connection. Trunk lines can use different technologies, including traditional T1/E1 lines or modern VoIP and SIP trunks, to transport the traffic over long distances or between different systems, making them essential for connecting various segments of the telecom network.
A cloud-based customer service solution that allows contact center agents to operate remotely, using the internet to handle customer interactions. Unlike traditional contact centers that require physical locations and on-premises equipment, a VCC enables agents to access the system from any location with an internet connection, making it highly flexible and scalable. VCCs support various communication channels such as voice, email, chat, and social media, and often include advanced features like automatic call distribution (ACD), customer relationship management (CRM) integration, and analytics. This model is popular for its cost-efficiency, ease of scaling, and ability to offer 24/7 customer support across global locations.
International Organization for Standardization is an organization that produces various standards, such as Information Security Management System (ISO 27001), Quality Management Systems (ISO 9001), Environmental Management System (ISO 14001), etc. Companies can get certified for these standards after being validated by an external auditor.
PIMS (Personal Information Management System) is a framework for managing and safeguarding Personally Identifiable Information (PII) in line with privacy best practices and regulations. Aligned with ISO/IEC 27701, an extension of ISO/IEC 27001, it establishes policies and controls to mitigate privacy risks, ensure compliance with global laws like GDPR and CCPA, and build trust by demonstrating a commitment to data protection. In the context of technology or telecom solutions, PIMS relates to the secure management of sensitive customer or user information.
HWaaS in modern telecom is a subscription-based model where businesses lease communication hardware, such as VoIP phones, gateways, and networking equipment, instead of purchasing it. The service often includes installation, maintenance, upgrades, and support, reducing upfront costs and shifting expenses from CapEx to OpEx. This model offers scalability, allowing organizations to adapt their telecom infrastructure as their needs evolve. Providers handle lifecycle management, ensuring hardware remains updated and reliable. HWaaS is ideal for businesses looking to modernize telecom systems while minimizing complexity and focusing on their core objectives.
Refers to the funds a business spends to acquire, upgrade, or maintain physical assets such as property, buildings, equipment, or technology. These investments are typically significant and made to enhance or extend the organization's ability to generate revenue over the long term. In the telecom industry, CapEx often includes purchasing network infrastructure, communication hardware, and other long-term assets. Unlike operating expenses (OpEx), which cover day-to-day costs, CapEx is recorded as a long-term investment on a company’s balance sheet and is subject to depreciation over time.
Refers to the ongoing costs a business incurs for its day-to-day operations. These expenses are short-term and typically include salaries, utilities, rent, maintenance, and subscription-based services like software or HWaaS. In telecom, OpEx may cover costs for network maintenance, telecom carrier services, or leased communication equipment. Unlike capital expenditures (CapEx), OpEx is fully deductible in the same financial year, providing more flexibility in managing cash flow.
