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Advanced Call Logs - tracks each step of the call, including transfers, and which user was assigned to determine if the call is billable
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Advanced Inbound Pricing - a feature that can be enabled on any TLD account at will. It allows for the use of the advanced pricing model to calculate billable calls utilizing the CPA report
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AOR - Agent of Record - an individual or a legal entity with a duly executed contractual agreement with an insurance policy owner, in line with the prevailing legal norms and regulations of the region in which the contract was entered
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APIs - allow developers to sync data between multiple platforms and can facilitate communication among the various microservices in web applications. API integration is what does the work when, for example, you enter a new contact in TLDialer and it auto-populates to the clients CRM as well.
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Barge: allows a supervisor to join a live call and become a full participant. The customer will be able to hear the supervisor
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BATMAN - No Agent, No Answer (NANA Batman) is a tool that clients can use to avoid answering calls to reduce costs from vendors that bill upon answering whether an User receives the call from the dialer or not. This is especially helpful for vendors that complain when calls are dropped by the dialer
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Block List - The block list prevents inbound calls from a specific number. This is often done for spam, telemarketing, or abusive/aggressive customers.
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Campaign - campaigns promote products through different types of media, such as tele
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CID - is Caller ID. CID Group is a way for the dialer to rotate through multiple Caller IDs round robin based on criteria such as:
NONE
STATE
AREACODE
The "NONE" criteria simply rotates every call to the next CID in the group and "bakes them evenly."
It was an older method we previously used for outbound calls before OutboundANI entered the picture and took over CID management vision, radio, print, and online platforms.
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CSLR (Called Since Last Reset) - a configuration within the leads reset process that will allow dialable leads to be reset to NEW
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CSR - Corporate Social Responsibility - is the idea that a business has a responsibility to the society that exists around it
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DDP - (Data Delta Processing) identifying and handling the changes or 'deltas' between two datasets. It encapsulates the idea of finding differences and updating the dataset based on these differences, which is what you described. Delta processing is a common term in data management and is often used in the context of database updates, data synchronization tasks, and data warehousing. It efficiently represents the concept of comparing two versions of a dataset and updating them based on new or removed entries.
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DID - DID (Direct inward dialing) - is a method organizations use to route incoming calls. Organizations purchase DID numbers from a telephone company or service provider and assign them to individual extensions within the organization.
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DNC - The National Do Not Call Registry is a list of phone numbers from consumers who have indicated their preference to limit the telemarketing calls they receive.
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Downline - refers to the network of individuals or entities that are directly below an upline in the distribution chain for insurance products. These individuals or entities typically have been recruited or trained by the upline and may also receive support and resources from them.
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First Contact - the first time a User has spoken with a lead. Important because the buffer and cost goes to the first agent. Exception for requalification's.
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FPG - "Filter Phone Group" allows a Client to create a designated group of phone numbers associated with specific criteria. This helps a Client easily identify and manage calls from that group. Sometimes it's used as a disqualification list for outbound autodialing. Other times it's used to deny unwanted inbound calls via block URL.
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General Bucket - This is where any lead that was manually created will be held. This means there were no calls that initiated the lead.
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Ingroups - how calls are routed to specific Agents within the system from Vendor Sources and ensures only the correct agents get the call
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IVR - Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent
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Monitor: Monitor allows a supervisor to listen to a live call without being heard by either the agent or the customer. This can be used to evaluate the agent's performance or to troubleshoot any problems.
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NANQUE - the call is answered by the system, and if an agent is not available to take the call it will go to the determined NANQUE action (Voicemail, Ingroup, DID, Message and Extension)
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PCI - (Payment Card Industry) data security standards) is a set of security standards designed to ensure that all organizations that accept, process, store or transmit credit card information maintain a secure environment.
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PEC - Prior express consent - clearly indicating consent to receive calls at a particular number constitutes prior express consent. For non-marketing calls, if a consumer knowingly provides a phone number to a company in the normal course of business, without conditions, express consent can be implied so long as the messages closely relate to the purpose for which the number was originally provided.
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PHI - (Protected Health Information). protections for personal health information held by covered entities and gives patients an array of rights with respect to that information.
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Relay - provides a standard interface to allow applications to interact directly with the Relay platform.
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State License - Agents are required to be licensed to sell insurance in specific states.
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State Routing - a call management feature for business phone systems where each incoming call is placed in a queue and is then routed to a specific person or group of people based on pre-established rules and criteria. In this case, State Routing directs phone calls based on the location of the caller. (IE, only to agents that are authorized to sell insurance in that state)
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Telephony - the construction or operation of telephones and telephonic systems and as a system of telecommunications in which telephonic equipment is employed in the transmission of speech or other sound between points, with or without the use of wires.
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Pause Code - reasons Agents might be away from computer (ie. After Call Work, Break, Lunch, etc)
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Upline - a person or entity that is higher up in the distribution chain for insurance products. Uplines can be either individuals or companies, and they typically play a role in recruiting and training new insurance agents. They may also provide support and resources to their downlines, which are the agents who they have recruited.
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Vendor - The company that is providing a list of telephone numbers and contact information that our clients use to sell services
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Vendor Source - a Vendor Source is used to receive leads from outside vendors. Vendor Sources often have a DID connected and require posting instructions for the client to allow access
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Whisper: allows a supervisor to speak to an agent during a live call without the customer being able to hear. This can be used to provide coaching or assistance to the agent. .
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