Telephony: Glossary – Meritto

Introduction

This article explains some of the most commonly used terms and keywords relevant to the Telephony module and system that will be used throughout for any interaction with clients, vendor and internal teams.

Keywords/Terms	Definition
Lead	Any student or individual whose details are available in lead manager
Counselor/Agent/User	Any individual who manages and nurtures a set of leads via the CRM through use of specific tools
Inbound Call	Any call initiated by the Lead to the Counselor
Outbound Call	Any call initiated by the Counselor to the Lead
Campaign Call	An automated system of calling a specific set of target leads that does not require repeated action of initiating manual outbound calls to each of the lead
Click to Call	To make an Outbound call, Counselor clicks on a Call button beside the lead’s number in Lead Manager, whereby the call is initiated to the Lead.
Click to Call API	To make an Outbound call, the Telephony vendor provides an API request that needs to be triggered to initiate the call from Counselor’s CRM to lead’s contact number
Get Counselor API	In an Inbound call from a lead, this API is called by the vendor to determine the current assigned lead owner’s (counselor’s) number so that the Inbound call can be connected to that counselor/agent/user.
Call Notification API	In an Inbound call from a lead, this API is called by the vendor to show Popup Notification to the counselor to whom the call is connected to. The popup notification helps users to see the lead details to whom they will be conversing with.
Callback API	For an Outbound or Inbound call, this APi is called by the vendor that contains call details like call duration, call type, call status, call recording url, call start time and ned time, etc. that helps to update Call activity against the lead and the counselor.
Campaign Calling Notification API	In a Campaign Call to a set of leads, this API is called by the vendor to show Popup Notification to the counselor that shows the lead details to whom the call is connected to. The popup notification helps users to see the lead details to whom they will be conversing with.
Campaign Callback API	For a Campaign call, this API is called by the vendor that contains campaign call details like call duration, call type, call status, call recording url, call start time and end time, etc. that helps to update Call activity against the lead and the counselor.
Progressive Dialing	A method of dialing whereby for an Outbound call, the first call is connected to Counselor. After the call is connected with counselor, then call is placed and connected with the Lead
Predictive Dialing	A method of dialing whereby for an Outbound call, the first call is connected to lead. After the call is connected with lead, then the call is placed and connected with the Counselor.
Telephony API logs	A section in CRM that records live Telephony API requests being received from the vendor to Meritto. It records each and every APi request being pushed by the vendor for all the call flows (Inbound, Outbound and Campaign Call)
Inbound Missed Call	Whenever an Inbound call from a lead, after getting routed to a specific counselor remains unanswered or in other words, the counselor does not pick up the call.
Outbound Missed	Whenever an Outbound call from a counselor to a specific lead remains unanswered or in other words, the lead does not pick up the call.
Campaign Missed	Whenever a outbound Campaign call from a counselor to a specific lead remains unanswered or in other words, the lead does not pick up the call
Streaming API	An API provided by a vendor that pushes Call activity data regularly as soon as it becomes available. Example - Knowlarity
Call Id	A unique id for any call between a counselor and a lead. This id will be reflected across all the API requests being pushed by the vendor to CRM for that specific call.
In-App Calling	Any Inbound or Outbound call made using Meritto Mobile App without using Telephony vendor calling.
Hardphone	In Hardphone, the counselor requires a hard device like a smartphone to receive and make calls from/to a lead respectively.
Softphone	In Softphone, the counselor can make or receive calls to/from a lead using the web platform directly.
Blended Calling Solution	It is a system that handles both incoming and outgoing calls within a single platform. This approach offers flexibility and efficiency by allowing agents to seamlessly switch between inbound and outbound calls.
Multi-Vendor Telephony	A feature of Meritto whereby the institute can set up & use multiple vendors for a specific call flow like Inbound/Outbound/Campaign. Without Multi-vendor, one can startup only a single vendor for any call flow.
Telephony User Config	User config in Telephony refers to setup of counselors who will be involved in Telephony calling for both In-app and vendor based calling activities. In this, one needs to specify the user based parameters that will be used to track and identify calling activities of counselors and help in routing or initiating calls
Old/new Telephony Configuration	This refers to setup of vendor based Telephony system for an institute. The old configuration was setup via CRM >> Manage Accounts >> Configuration >. Cloud Telephony Configuration. The New configuration is setup via CRM >> Extensions >> Telephony. Many of the features like Multi-vendor, Report Builders, etc are available in the new configuration setup only.

Introduction

Keywords/Terms

Definition

Lead

Any student or individual whose details are available in lead manager

Counselor/Agent/User

Any individual who manages and nurtures a set of leads via the CRM through use of specific tools

Inbound Call

Any call initiated by the Lead to the Counselor

Outbound Call

Any call initiated by the Counselor to the Lead

Campaign Call

An automated system of calling a specific set of target leads that does not require repeated action of initiating manual outbound calls to each of the lead

Click to Call

To make an Outbound call, Counselor clicks on a Call button beside the lead’s number in Lead Manager, whereby the call is initiated to the Lead.

Click to Call API

To make an Outbound call, the Telephony vendor provides an API request that needs to be triggered to initiate the call from Counselor’s CRM to lead’s contact number

Get Counselor API

In an Inbound call from a lead, this API is called by the vendor to determine the current assigned lead owner’s (counselor’s) number so that the Inbound call can be connected to that counselor/agent/user.

Call Notification API

In an Inbound call from a lead, this API is called by the vendor to show Popup Notification to the counselor to whom the call is connected to. The popup notification helps users to see the lead details to whom they will be conversing with.

Callback API

For an Outbound or Inbound call, this APi is called by the vendor that contains call details like call duration, call type, call status, call recording url, call start time and ned time, etc. that helps to update Call activity against the lead and the counselor.

Campaign Calling Notification API

In a Campaign Call to a set of leads, this API is called by the vendor to show Popup Notification to the counselor that shows the lead details to whom the call is connected to. The popup notification helps users to see the lead details to whom they will be conversing with.

Campaign Callback API

For a Campaign call, this API is called by the vendor that contains campaign call details like call duration, call type, call status, call recording url, call start time and end time, etc. that helps to update Call activity against the lead and the counselor.

Progressive Dialing

A method of dialing whereby for an Outbound call, the first call is connected to Counselor. After the call is connected with counselor, then call is placed and connected with the Lead

Predictive Dialing

A method of dialing whereby for an Outbound call, the first call is connected to lead. After the call is connected with lead, then the call is placed and connected with the Counselor.

Telephony API logs

A section in CRM that records live Telephony API requests being received from the vendor to Meritto. It records each and every APi request being pushed by the vendor for all the call flows (Inbound, Outbound and Campaign Call)

Inbound Missed Call

Whenever an Inbound call from a lead, after getting routed to a specific counselor remains unanswered or in other words, the counselor does not pick up the call.

Outbound Missed

Whenever an Outbound call from a counselor to a specific lead remains unanswered or in other words, the lead does not pick up the call.

Campaign Missed

Whenever a outbound Campaign call from a counselor to a specific lead remains unanswered or in other words, the lead does not pick up the call

Streaming API

An API provided by a vendor that pushes Call activity data regularly as soon as it becomes available. Example - Knowlarity

Call Id

A unique id for any call between a counselor and a lead. This id will be reflected across all the API requests being pushed by the vendor to CRM for that specific call.

In-App Calling

Any Inbound or Outbound call made using Meritto Mobile App without using Telephony vendor calling.

Hardphone

In Hardphone, the counselor requires a hard device like a smartphone to receive and make calls from/to a lead respectively.

Softphone

In Softphone, the counselor can make or receive calls to/from a lead using the web platform directly.

Blended Calling Solution

It is a system that handles both incoming and outgoing calls within a single platform. This approach offers flexibility and efficiency by allowing agents to seamlessly switch between inbound and outbound calls.

Multi-Vendor Telephony

A feature of Meritto whereby the institute can set up & use multiple vendors for a specific call flow like Inbound/Outbound/Campaign. Without Multi-vendor, one can startup only a single vendor for any call flow.

Telephony User Config

Old/new Telephony Configuration

This refers to setup of vendor based Telephony system for an institute. The old configuration was setup via CRM >> Manage Accounts >> Configuration >. Cloud Telephony Configuration.