The following terms are used throughout the Call Tracking Portal and are defined for clarification below.
A person with the company that answers the call and speaks to the Caller (customer).
Pre-Recorded audio files that can be used in Campaigns to provide specific announcements for use as Voicemail Greetings, Call Recording Warning, IVR menu options, Survey questions or Agent Whisper announcements.
Application Programming Interface used to connect with other systems that are not provided by standard integrations.
The customer who has called the Tracking Number and is seeking information on a product or service.
Announcement heard by the caller at the beginning of the call. It can be used to welcome the caller or identify the company or team they have been connected with.
Recording of the call from the initial Call Recording Warning announcement all the way through to the final Voicemail Message including any Caller Announcements, IVR Menu selections, Whispers, Caller-Agent conversation and Surveys.
Call Recording Warning
Call Routing Profile
Advertising channels used to present product or company information out to customers. Campaigns can be run online via a website or offline on TV or radio or even print.
A phone number where a call is routed to. Can be a mobile number or landline that represents a particular team or department within a company.
Provides a Fax to Email conversion solution used as a Call Option.
Integrations provides links into common Customer Relationship Management (CRM) tools.
Interactive Voice Response allows callers to make selections using digits 0-9, *, # to direct a call to a particular team or service.
Admin User Account Profile where key information can be set relating to the account.
Email address used to receive email notifications based on the selected call options.
A Campaign that is run on TV or newspaper advertisement, which is different to a Campaign run online via a website. Offline Campaigns have limited tracking capabilities.
Allows table based presentation of call tracking information.
Surveys can be activated at the end of a call and the caller makes a selection using digits 0-9, *, # to select from one or more questions.
A Destination number where a call is routed to.
Time of Day Routing
Allows calls to be automatically routed to various Call Options such as voicemail, number terminations etc.
Inbound phone numbers that are tracked for calls against a Campaign.