Glossary
The phone-line vocabulary, in plain English.
Terms you'll meet in the portal, on your carrier's site, and in the compliance guides.
A
A2P 10DLCA2P 10DLC stands for Application-to-Person, 10-Digit Long Code: the US carrier registration system for business text messages sent…After hoursAfter hours means any call that reaches your business line outside the weekly working hours you set in…All-party consentAll-party consent is a call recording standard under which every person on the call must agree before the…Arrival windowAn arrival window is the span of time, often two hours, in which a technician is expected to…
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C
Call forwardingCall forwarding is a phone-network feature that sends calls placed to your number on to another number. Unconditional…Conditional forwardingConditional forwarding is call forwarding that triggers only on a condition: no answer after a set number of…
E
I
IntentIntent is what the caller wanted, as classified after the call ends: booking, emergency, quote, info, spam, or…IVRIVR stands for Interactive Voice Response: the automated phone menu that answers a business line and asks the…
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O
On-callOn-call means being available to take work outside normal hours if a call comes in. In a service…One-party consentOne-party consent is a call recording standard under which a call may be recorded as long as one…OutcomeAn outcome is the label DispatchLine attaches to every call to record how it ended: booked, callback, quote,…
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T
TCPATCPA is the Telephone Consumer Protection Act, the 1991 US federal law that restricts automated calls and text…Triage questionsTriage questions are the short, fixed list of questions an AI receptionist asks every caller, in the same…
W
New field guides by email
Guides for home-service businesses on answering calls, call triage and after-hours coverage: the title, a short summary and a link for up to six of the newest guides on this site. At most one email every 30 days.