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IDT Express Glossary

A

A2P (Application-to-Person) SMS Messaging

Application-to-Person (A2P) messaging, also known as enterprise messaging or business-to-consumer (B2C) messaging, is a type of communication where an application or software program sends messages to individuals.

Access Point Name (APN)

An Access Point Name (APN) is a critical network setting used by mobile devices, like smartphones and tablets, to establish a data connection with a mobile carrier's network.

Access Token

An access token is a digital credential that is used to authorize access to a resource, system, or data. It serves as proof of authentication and is commonly used in various contexts, including web applications, APIs (Application Programming Interfaces), and identity verification systems.

AI chatbot

An AI chatbot, short for Artificial Intelligence chatbot, is a computer program or application powered by artificial intelligence technologies, particularly natural language processing (NLP) and machine learning (ML), designed to engage in human-like conversations with users.

AIML (Artificial Intelligence Markup Language)

AIML, or Artificial Intelligence Markup Language, is a specialized markup language designed for creating conversational agents, commonly known as chatbots or virtual assistants.

Alphanumeric Sender ID

An alphanumeric sender ID is a feature commonly used in telecommunications and messaging services, primarily for SMS (Short Message Service) and MMS (Multimedia Messaging Service).

Analog audio signals

Analog audio signals are continuous, electrical representations of sound waves. These signals vary in voltage or current in a manner that mirrors the fluctuations in air pressure caused by sound waves.

Analog Telephone Adapter (ATA)

An ATA, or Analog Telephone Adapter, is a device that allows you to connect a traditional analog telephone to a digital network, such as Voice over Internet Protocol (VoIP) or a digital phone line.

App Notification

App notifications, often referred to simply as push notifications, are short messages or alerts sent by mobile applications to a user's device, such as a smartphone or tablet.

Audio encoding

Audio encoding, also known as voice encoding or codec (compression/decompression), is the process of converting an analog audio signal (your voice) into a digital format that can be transmitted over an IP network, such as the internet.

Average Hold Time

Average Hold Time, often abbreviated as AHT, is a key performance metric used in customer service and call center operations.

B

BaaS (Business-as-a-Service)

BaaS is a concept in A2P messaging which allows mobile operators to run their entire A2P business without major investment or risk of ownership.

Bandwidth

Binary SMS Messages

Binary SMS messages are used to send data, usually rich content or small files, in addition to transferring telephone system settings, ringtones, and WAP-Push messages.

Biometric Authentication

Biometric authentication refers to determining the identity of a person. It compares data for the person’s characteristics to that person’s biometric ”template” to determine resemblance.

Blocklist

Blocklist, also known as blacklist, is an admittance control system that prevents access to a categoric list (or other defined range) of users, programs, or networks.

C

Caller ID

Caller ID is a telecommunication service that enables users to identify incoming calls before answering.

Carrier Billing

A type of mobile payments where the purchase amount is charged to the mobile phone bill, or deducted from the prepaid balance.

CCaaS (Contact Center-as-a-Service)

CCaaS technology enables omnichannel customer service.

Circuit Switched Networks

Click to WhatsApp

Click to WhatsApp is a useful feature that easily transfers customers to a chat with a live agent or chatbot.

Cloud Contact Center

A Cloud Contact Center is a technology platform that hosts all the tools and services required to run an enterprise-level contact center in the cloud.

Concatenated Messages

A concatenated short message service is used to overcome the limit on the number of characters that can be sent in a single SMS text message transmission (usually 160 chars).

Conversational AI

Conversational AI refers to chatbot technology that uses natural language processing (NLP) to convert spoken or typed words into structured data.

Conversational Commerce

Conversational commerce is the use of customer-initiated conversations with artificial intelligence (AI), such as chatbots, to complete transactions over a messaging app.

Conversational Design

Conversational design is the process of designing interactive conversations and experiences between people and digital platforms.

Conversational Marketing

Conversational marketing is a powerful marketing technique that relies on direct communication between a business and its potential customers.

Conversational Support

Conversational support is a communication interface, such as chatbot technology, that allows customers to ask questions and get responses in natural language.

Customer Satisfaction Score (CSAT)

CSAT, or Customer Satisfaction Score, measures and quantifies how customers feel after a specific customer journey. This can be with a product or an experience.

D

Data Coverage

Data coverage refers to the location in which you can receive and transmit data from your mobile device.

DLR (Delivery Reporting)

Delivery reporting is a feature of SMS MT that reports back on the delivery status of every SMS message that has been sent.

Domain Name System (DNS)

DTMF Code

Short for Dual-tone Multi-frequency Code, it is a response code generated when an end-user presses the numbers on a mobile or landline phone’s keypad.

Dual-Tone Multi-Frequency (DTMF)

Dual-Tone Multi-Frequency (DTMF) is a signaling method used in telecommunications and voice communication systems to send commands or signals through the voice channel over a telephone or similar communication device.

E

E.164

E.164 is an international standard public telecommunication numbering plan that defines the worldwide public switch telephone network and some data networks.

E911

E911 (Enhanced 911) refers to the implementation of emergency calling services that are compliant with the same principles as traditional E911 but adapted for VoIP systems.

Early Media

Early Media is a feature flag that enables the media to flow before the call is officially connected.

Email bounce

Email bounce is when an email is not delivered because it has been rejected outright by the receiving email server.

F

Facial Recognition

Facial recognition is the power of AI which allows technology providers to authenticate end-users by matching their human face to customer records.

Failover

Failover is the ability to switch to another communication channel in cases where the primary communication channel fails to deliver a message.

Fallback option

Fallback options can be defined as a backup option reverted to when a primary option fails to make contact.

Fixed Sender ID

Fixed Sender ID is a predetermined numeric sender identification that cannot be modified according to user needs and follows the standard MSISDN format.

Flash SMS

Flash SMS, also known as Class 0 SMS or Flash Messages, is a type of SMS (Short Message Service) that is displayed directly on the recipient's mobile screen without being stored in the inbox.

G

Geo-redundancy

I

ICCID Number

An ICCID (Integrated Circuit Card Identification) number is a unique identifier associated with a SIM (Subscriber Identity Module) card used in mobile devices. It is a 19- or 20-digit number that is stored on the SIM card's integrated circuit.

Interactive Voice Response (IVR)

M

MNO (Mobile Network Operator)

A Mobile Network Operator (MNO), also known as a wireless carrier or mobile operator, is a company that provides wireless communication services to mobile device users. MNOs own and operate the infrastructure necessary for delivering voice, data, and other wireless services to their customers.

O

One-Time PIN Code

In today's digital world, security is of paramount importance. With the increasing reliance on online transactions and the ever-growing threat of cyberattacks, it is crucial to employ robust security measures to protect sensitive information.

S

Session Initiation Protocol (SIP)

Session Initiation Protocol (SIP) is a communication protocol commonly used for initiating, maintaining, modifying, and terminating real-time sessions that involve video, voice, messaging, and other communications applications and services over the internet or IP (Internet Protocol) networks.

Short Code

A Short Code, in the context of telecommunications and mobile messaging, refers to a shortened phone number consisting of a few digits (typically 5 or 6) that is used to send and receive text messages.

Soft Switch

A soft switch, or software switch, is a crucial component in modern Voice over Internet Protocol (VoIP) and telecommunications networks.

U

UDH (User Data Header)

In the context of telecommunications, UDH stands for User Data Header. It is a field that is present in SMS (Short Message Service) messages.

Unicode

Unicode is a computing industry standard that represents characters from virtually all writing systems used worldwide.

USSD

USSD (Unstructured Supplementary Service Data) is a communication protocol used by GSM (Global System for Mobile Communications) cellular networks to establish interactive sessions between a mobile device and a service provider's computer.

USSD Center

A USSD Centre, also known as a USSD Gateway or USSD server, is a network component that manages and processes USSD messages.

V

VLN (Virtual Long Number)

A VLN, or Virtual Long Number, refers to a virtual phone number that is typically used for receiving text messages (SMS) or phone calls. It is called a "long number" because it is a regular telephone number, typically in a specific country, consisting of a full-length phone number with an area code or country code.

VOIP

Voice over Internet Protocol (VoIP) is a communication technology that allows for the transmission of voice and multimedia content over the internet. Unlike traditional phone systems that rely on circuit-switched networks, VoIP uses packet-switched networks to convert analog audio signals into digital data packets and transmit them over IP networks.

VoIP PBX

VPN

A VPN (Virtual Private Network) is a technology that creates a secure and encrypted connection over the internet, allowing users to browse the web and access online resources while maintaining privacy and security.

VPN Tunnelling

VPN tunneling refers to the process of encapsulating and encrypting data packets within a secure "tunnel" when using a Virtual Private Network (VPN).

W

WAP Push

WAP Push, short for Wireless Application Protocol Push, is a technology that allows mobile devices to receive and display special messages containing content and instructions.

Webhook

A webhook is a mechanism that allows two applications or systems to communicate with each other in real-time. It is a way for one application to provide automatic updates or notifications to another application whenever a specific event or trigger occurs.

WebRTC

WebRTC (Web Real-Time Communication) is an open-source technology and set of protocols that enable real-time peer-to-peer communication between web browsers and other applications. It provides a framework for audio, video, and data sharing directly between web browsers without the need for third-party plugins or additional software.

WhatsApp Business API

WhatsApp Business API is a platform provided by WhatsApp that enables businesses to interact with their customers on the WhatsApp messaging platform at scale.

Workforce Optimization

Workforce optimization (WFO) refers to the specific strategies and technologies implemented to optimize the performance and efficiency of the workforce involved in customer service, support, and interactions.

WSDL (Web Services Description Language)

WSDL (Web Services Description Language) is an XML-based language used to describe the functionalities, operations, and interfaces of a web service.

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