Glossary

3-Way Call – is a feature that allows the agent to add an additional call to an existing live call.

A

Answering Machine Detection (AMD) – the AMD capability will determine whether the call has been answered by a live person, or by a machine. When AMD is enabled, you can program your campaign to treat live answers and answering machines differently, such as hanging up and moving on to the next call or leaving a message.

Application Programming Interface (API) – a tool that allows applications to communicate with each other. Use our API to integrate DCDial with your company's other applications. DCDial provides you with code-free, ready to install API integration to support a full spectrum of needs from billing to marketing, sales, inventory, analytics, reporting, labor, CRM, ERM, and more!

Autodialer – the autodialer makes the Cloud Call Center powerful; it does the dialing for you, so there's no dialing by hand.

B

Barge – a call monitoring option that allows an admin to enter a conversation between an agent and a customer and talk to both parties on a call.

Billing – a section where you can make payments, purchase DIDs, and view your current balance and your credit usage.

Blacklist – a list of numbers that are blocked from calling your phone numbers (DIDs). This feature is useful for preventing agents from receiving inappropriate and harassing calls.

C

Call Back Number – the number presented to the customer to call you back. Callback numbers can be added dynamically in text-to-speech messages, answering machine messages, agent scripts, and text messages.

Call Center Dialer, Outbound Dialer, or very often only Dialer – a software application used in call centers that automates and optimizes outbound calls.

Call Disposition – a label that describes the outcome of a call.

Caller ID – the number that appears on your customer's phone when you call them. You can choose to display one Caller ID for all your outbound calls or use the Regional Caller ID feature to display a Caller ID based on the location you are calling.

Calls Per Agent Hour (CPAH) – calculates the average number of calls an agent manages per hour.

Campaign – a set of focused settings, strategies, and schedules that work together to convey the desired message to the customers in the most effective way.

Campaign Scheduler – allows you to schedule the time frames during which the campaign will run automatically.

Click Predictive – a TCPA compliant dial mode that functions the same way as Predictive Dialer mode but adds a human interaction element to the campaign. Under Click Predictive dial mode agents have to manually press each number to dial the lead.

Click Voice Broadcast – a TCPA compliant dial mode that functions the same way as Voice Broadcast dial mode but adds a human interaction element to the campaign. Under Click Voice Broadcast dial mode agents have to manually press each number to dial the lead.

Cloud Call Center – a web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.

Compliance – the act of fulfilling official or government requirements and regulations in the call center.

Customer Contact Schedule – the time frame when your leads are contacted based on their local time zone.

Customer Relationship Manager (CRM) – a technology for managing all your company's relationships and interactions with existing and potential customers.

D

Dashboard – the default DCDial page where you can see an overview of important campaign settings as well as real-time campaign metrics.

Delimiter - a character sequence used for specifying boundaries between different, independent regions on a worksheet. Examples of delimiters are the comma, pipe, and space characters, which act as text delimiters in a string of data. In the Format Builder, the delimiter option allows the user to parse data in a text file into separate columns based on a common character.

Dial Mode – determines the way by which the leads are being contacted. DCDial offers its users 7 various dial modes: Voice Broadcast, Predictive Dialer, Preview Manual Dialer, Power Dialer, SMS Broadcast, Click Voice Broadcast, Click Predictive.

Direct Inward Dialing (DID) – a virtual number that allows you to route calls to your existing telephone lines; a technical term for a phone number.

Do Not Call (DNC) – the National Do Not Call Registry gives you a choice about whether to receive telemarketing calls. A number that is placed on the Do Not Call (DNC) list will be blocked from being contacted by DCDial. DCDial also has a system DNC list and campaign-specific DNC lists. The system DNC list will block numbers from being dialed in all your campaigns, while campaign-specific DNC lists will only block the included numbers from the specific campaign.

Dropped Call – a call which due to technical reasons was cut off before the speaking parties had finished their conversation.

Dual Tone Multi-Frequency (DTMF) – is the signal to the phone company that you generate when you press a telephone's touch keys.

F

File Transfer Protocol (FTP) – is a standard communication protocol that is used for transferring computer files between client and server on a computer network.

I

Interactive voice response (IVR) – an automated telephone system technology that interacts with callers, gathers required information, and routes calls automatically without a live operator. IVR allows callers to enter prompts so they are directed to the right place (ie. "to speak with a representative press 1, to leave a voicemail press 2")

L

Lists – a grouped inventory of all the leads in the system.

O

Opt-in – the term Opt-In is associated with call or text recipients that are giving permission to organizations or individuals to contact them via voice or SMS broadcasts. Users of DCDial’s voice and SMS broadcasting systems are required to only contact numbers that have opted in to receive communications from them.

Opt-out – the term opt-out refers to several methods by which individuals can avoid receiving unsolicited product or service information.

P

Pace Tempo – the ratio of lines being dialed per agent logged into the campaign.

Power Dialer – a dial mode that works similarly to a Predictive Dialer; however, unlike the Predictive Dialer, it utilizes a manually-configured calls-to-agent ratio.

Predictive Dialer – a dial mode that uses call and agent metrics to predict the right number of outbound calls required to ensure all agents are speaking with a live customer.

Preview Manual – a dial mode that allows your agents to dial contacts manually.

Q

Queue – when all of the agents are unavailable, the system creates a queue out of overflowing calls and keeps them on hold until an agent becomes available.

R

Regional Caller ID – a feature that automatically matches a caller ID to a specific geographic region that is being dialed. It increases connection rates as a lead is more likely to pick up a call from a local number.

Robocall – a technology that auto-dials a list of numbers and automatically plays a pre-recorded message when the call is answered.

S

SMS Broadcast – a dial mode that allows you to broadcast dynamic text messages to mobile phones.

Splitter - allows you to split the text into different columns or from one cell into several cells in Excel.

State Contact Schedule – a function that allows setting state-specific contact schedules.

T

Telephone Consumer Protection Act (TCPA) – legislation that protects consumers and businesses from unwanted sales messages.

Toll-free number – 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.

V

Voice Broadcast – a dial mode that allows you to broadcast an interactive voice message to your contacts.

Voice Over Internet Protocol (VoIP) – is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.

W

Web Phone – a web-based phone that emulates a physical phone but can be accessed from anywhere using a web browser or a mobile device.

Whisper – a call monitoring option that connects an admin to an agent and allows them to speak without the customer hearing the conversation.