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Glossary

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B
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B

Blacklist

Blacklist is a service that allows you to block calls and/or text messages from undesirable subscribers. This type of service can help businesses to reduce the number of unwanted calls they receive, which can be a significant time drain and distraction for employees. It also helps to improve the productivity of the office workers, enjoy stillness, and proper prioritization. Blacklist meaning is associated with protection and eliminating the need to distract yourself from serious tasks. This service is a standalone one that can be integrated with existing phone systems. The cost can vary depending on the provider, the level of customization, and the control required by the business.

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C

Call Forwarding

Call forwarding is a phone service that enables incoming calls to be directed to another phone number, such as a mobile phone number or a landline, or an internal line or a SIP account. A subscriber chooses the forwarding destination. There are different call forwarding options depending on the objective. Call forwarding can have several destinations at the same time (ensuring that they’re answered by the first available agent) or in sequence. This helps to ensure that incoming calls are always answered, even when the primary forwarding destination is busy or unattended. This service can also forward the calls to different destinations based on a schedule (during non-business hours or on weekends).

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Call Recordings

Call recordings is the practice of recording and storing phone conversations between an employee and their customers (or for private goals by individuals). It helps to monitor the support agents’ interactions with clients and improve the service standards. Moreover, call recordings’ meaning is really important as it allows businesses to identify areas for improvement and provide feedback to employees. This service can serve as evidence in the case of a dispute or misunderstanding between a company representative and a customer. The call recordings feature is also a perfect training material for new employees because it demonstrates real-world examples of successful interactions.

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Callback

A callback is a phone call made in return to a customer after they requested it. A сallback is a perfect decision for a prospective customer who has expressed interest in an offered product. A customer can order this service in the case of contacting the business with a complaint or issue (they may want to get a solution or follow-up on a previous interaction). It’s hard to underestimate callback significance because it’s an important aspect of customer service and sales. It allows businesses to provide timely and personalized support to clients and create a positive image of a company.

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CPaaS

CPaaS is a cloud-based platform that enables developers to add real-time communication features such as voice, video, and messaging to their applications without the need to build the underlying infrastructure themselves. It helps specialists to leverage pre-built APIs, SDKs, and other tools to quickly integrate communication capabilities into their applications without the complexities of managing network infrastructure. This includes a range of customizable communication features and pricing models. CPaaS importance can not be overemphasized as there are a lot of communication applications, including voice and video conferencing, call center applications, and more.

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D

DID number

DID number is a service offered by telecommunications companies that allows businesses to assign a unique phone number to each of their employees, which can be dialed directly by customers or clients. This enables callers to bypass the receptionist and connect directly with the person they are trying to reach, improving efficiency and reducing call handling times. A DID number could be used by a group of employees as well, with features like IVR, conditional call forwarding and others distributing calls between the employees as a company sees fit. DID number is essential for those who choose to track and analyze call data. It’s useful for performance monitoring and optimization. The cost of the DID numbers varies depending on the phone numbers’ location but is typically charged monthly.

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F

Fixed VoIP

Fixed VoIP is a type of VoIP technology that enables voice communication over the Internet using a fixed location, such as a home or office. These services use the web to transmit voice signals as digital data packets. This can result in cost savings for businesses and consumers, as Fixed VoIP services typically offer lower rates than traditional phone services. Moreover, solutions often include advanced features such as call forwarding, voicemail, and conference calling. Fixed VoIP numbers can be used with a VoIP-enabled phone, a VoIP adapter, or a computer with a softphone app.

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H

Hosted PBX

Hosted PBX is a type of business phone system that is hosted and managed by a third-party provider. It offers many of the same features and functionalities as traditional PBX systems, such as call routing, voicemail, call forwarding, and auto-attendant. The system is hosted in the cloud and businesses can enjoy the benefits of advanced telephony features without worrying about maintenance, upgrades, or security issues. There’s also no need to invest in costly hardware or manage a complex phone system in-house. One of the essential features of hosted PBX is scalability, which is a good choice for businesses. Companies can easily add new lines and features to the system due to the growth of users or locations.

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I

IVR

IVR is a phone system technology that allows callers to interact with a voice menu that consists of pre-recorded voice messages or AI voice messages through dial-tone or voice responses. The messages an IVR is based on typically allow a caller to choose where the call would go, or check some information (for example, name an inquiry and receive an answer on this topic). It automates routine phone-based interactions, such as customer support, account management, and appointment scheduling. Moreover, this feature can be customized and helps businesses streamline their phone-based interactions, reduce wait times, and improve customer satisfaction by providing a more efficient and personalized experience. The menu options are usually clear, easy to understand, and provide comprehensive information.

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L

Landline

A landline is well-known to everyone as a traditional phone system that uses physical wires or cables to transmit voice calls and data over a telecommunications network. The phones are typically connected to a wall jack or phone socket in the building. A landline can provide a stable and reliable connection with few dropped calls or connection issues. It works even in areas where mobile phone service is limited or unavailable. Some landline phone plans may offer additional features such as call waiting, voicemail, and caller ID.

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N

Non-fixed VoIP

Non-fixed VoIP is a type of phone service that allows users to make and receive phone calls over the Internet without the use of a fixed physical location. It’s typically provided through an application that can be installed on a computer, mobile device, or another Internet-connected device. This service doesn’t require specific hardware or equipment and can be accessed from virtually anywhere with an Internet connection. Non-fixed VoIP is especially useful for individuals and businesses that require a high degree of mobility. It can offer call forwarding, voicemail, conference calling, and other additional modern features.

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P

PRI

PRI is a type of digital telecommunications service used for connecting a customer’s premises to the telephone company’s central office. It’s used to connect to broadband backbones that link local and central exchanges or network switches. PRI provides 23 voice channels and one signaling channel over a single physical circuit, allowing for the simultaneous transmission of multiple phone calls and signaling information. It is typically used by medium to large-sized businesses that have a high volume of incoming and outgoing calls. PRI is especially useful for businesses and organizations that require a large number of phone lines, such as call centers or offices with many employees.

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R

RTP (Real time Transport Protocol)

RTP (Real-time Transport Protocol) is a network protocol used for transmitting real-time media, such as audio and video, over IP networks. It is widely used in applications such as VoIP, video conferencing, streaming media, and online gaming. RTP works by breaking the media data into small packets, each of which is transmitted separately over the network. It uses a dynamic payload type field to indicate the type of media data being transmitted. RTP (Real-time Transport Protocol) also provides timestamp information to help receivers reconstruct the original timing of the media data, as well as sequence numbers to ensure the correct order of packet delivery.

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S

SIP ALG

SIP ALG is a Session Initiation Protocol Application Layer Gateway. This feature is commonly found in routers and firewalls and is designed to assist in the setup and management of VoIP calls. SIP is a protocol used to establish and control VoIP calls, and it relies on specific port numbers and packet formats. SIP ALG is intended to solve problems by inspecting and modifying SIP packets as they pass through the router or firewall (to help ensure proper handling of the call setup and signaling). It can also translate private IP addresses to public ones and open/close firewall ports as needed for the call.

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SIP Proxy server

A SIP Proxy server is a type of server that manages and routes SIP communication sessions between different devices on a network. SIP is a signaling protocol used to establish, maintain, and terminate real-time sessions that involve video, voice, and messaging over the Internet Protocol. The mentioned server is an intermediary between SIP clients and other servers. It receives requests from customers, determines the next hop for the requests, and forwards them to the appropriate destination. SIP Proxy server is responsible for authentication, authorization, and call routing. There are several types of SIP Proxy servers, including stateless and stateful proxies.

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SIP trunk

A SIP trunk is a virtual connection between a company’s private branch exchange (PBX) system and a service provider’s network that enables the company to make and receive voice and video calls over the Internet Protocol using SIP. In other words, it is a VoIP connection that allows a business to communicate with the outside world using the Internet instead of traditional phone lines. A SIP trunk can replace traditional analog or digital phone lines, allowing companies to reduce costs and improve their communications capabilities. Such trunks also support a variety of advanced features, including unified communications, call routing, and call forwarding.

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SIP port

A SIP port is a network port used by SIP-based communication systems to send and receive SIP messages over the IP network. A SIP port is a logical connection endpoint that identifies a specific process or service running on a computer or device. The default port for SIP traffic is 5060 for both UDP and TCP. However, SIP traffic can also be transmitted over 5061 (TCP or TLS), 5062, and 5063 ports. In addition, SCTP, WebSocket, and WebRTC transport protocols can also be used. SIP-based communication systems, such as IP phones, softphones, and SIP servers, use the SIP port to establish and manage sessions for voice and video calls, instant messaging, and other types of real-time communications.

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T

TCP (Transmission Control Protocol)

TCP (Transmission Control Protocol) is a widely used transport layer protocol that provides reliable, ordered, and error-checked delivery of data between applications running on hosts communicating over an IP network. It is one of the core protocols of the Internet protocol suite and is responsible for providing reliable communication between devices over a network. TCP (Transmission Control Protocol) establishes a virtual connection between two devices before data is transmitted. It ensures that information is delivered without duplication and errors. It also includes flow control and congestion control mechanisms to prevent network congestion.

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Toll Free number

Toll Free number is a solution that allows people to make calls without incurring any long-distance charges. The cost of the call is paid for by the called party, typically a business or organization. They are really popular among company owners to provide customer service, support, and sales assistance. Toll Free number makes it easier for clients to get in touch with a business since they don’t have to worry about spending money on calls like this. They also help businesses to create a more professional image by providing a nationwide presence. In addition, Toll Free numbers can be used to track marketing campaigns and demonstrate a high level of organization.

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U

UDP (User Datagram Protocol)

UDP (User Datagram Protocol) is a transport layer protocol that provides a connectionless, unreliable, and lightweight data transfer service for applications running on IP networks. It is one of the core protocols of the Internet protocol suite and it is often used for real-time applications such as video streaming, gaming, and VoIP. UDP (User Datagram Protocol) sends data packets, called datagrams, to the destination without any guarantee of delivery or order. This makes UDP faster and more efficient than TCP but also less trusted. Sometimes it is used for real-time applications where speed and low latency are more important than reliability.

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V

Virtual PBX

Virtual PBX is a cloud-based phone system that enables businesses to manage their phone communications over the Internet. It helps to create a professional phone system with voicemail, call forwarding, call routing, and automated attendants without needing to install any physical hardware. Call routing is performed over the Internet and this makes it easy for businesses to add new lines or extensions and access call analytics from anywhere in the world. Remote workers and distributed teams use Virtual PBX because it’s cost-effective and doesn’t require companies to waste money and maintain expensive hardware.

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Voicemail

Voicemail is a digital system that allows callers to leave recorded messages and businesses to handle a high volume of calls more efficiently. The messages are stored on a server and can be accessed by the recipient at a later time. Voicemail systems are commonly used in both personal and professional settings as a way to efficiently present important information. Voicemail meaning leads to the ability to be available to customers 24/7, even when the office is closed. Customers can leave a message after business hours and the office worker can respond after the start of the working day. It’s a valuable tool for businesses to manage their phone communications and provide excellent customer service.

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VoIP number

Voicemail is a digital system that allows callers to leave recorded messages and businesses to handle a high volume of calls more efficiently. The messages are stored on a server and can be accessed by the recipient at a later time. Voicemail systems are commonly used in both personal and professional settings as a way to efficiently present important information. Voicemail enables businesses to be available to customers 24/7, even when the office is closed. Customers can leave a message after business hours and the office worker can respond after the start of the working day. It’s a valuable tool for businesses to manage their phone communications and provide excellent customer service.

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W

Whitelist

Whitelist is an option that allows the classification of users (Whitelist - desirable and Blacklist - undesirable). In other words, it’s a list of trusted sources that can interact with the organization’s systems, while some other sources are blocked or restricted. A business might create a Whitelist of numbers from trusted partners or clients that are allowed to bypass the spam filter and their calls will be delivered directly to employees. A Whitelist is a security measure used to prevent unauthorized access to an organization’s workers, network, or systems. Companies can reduce the risk of cyberattacks and data breaches by allowing approved contacts to have positive priority.

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