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8x8 Support Glossary of Terms
8x8 Support

8x8 Support Glossary of Terms

Below you will find a comprehensive list of terms used throughout 8x8 products and services. If there is something you cannot find, or wish to add, please contact the Knowledge Base team on knowledge@8x8.com or visit the Team Meeting room Knowledge Base Help & Feedback.

A

  • ACD - Automatic Call Distribution. (Don’t capitalize when spelling out.)
  • Account executive (abbrev AE) - An SMB employee whose main job function is to sell 8x8’s services to new customers.
  • Account Manager (abbrev AM) - 1. The cloud-based central dashboard from which an 8x8 customer (most often, the account admin) can control their Virtual Office phone system. 2. An SMB Sales employee whose main job function is to upsell new 8x8 services to and cultivate referrals from existing customers (not capitalized in this instance).
  • ADSL (asymmetrical DSL) - The most common, cost-effective and slowest DSL technology. Speeds range from 384 Kbps down / 128 Kbps up to as high as 20 Mbps / 4 Mbps. (Common ADSL speeds are: 768 Kbps down / 384 Kbps up; 1.5 Mbps down / 512 Kbps up; 3 Mbps down / 768 Kbps up.)
  • AI - Artificial Intelligence
  • Announced call - Performed when a call is answered and the caller requests to be connected with someone or their extension. The person who answers the call then calls the requested individual’s extension to inform them of the incoming call. The call is then transferred. aka announced transfer, warm transfer
  • Announced transfer - Performed when a call is answered and the caller requests to be connected with someone or their extension. The person who answers the call then calls the requested individual’s extension to inform them of the incoming call. The call is then transferred. aka announced call, warm transfer
  • APAC - Shorthand designation meaning Asia-Pacific, typically including  much of East AsiaSouth AsiaSoutheast Asia, and Oceania. It may also include parts of Russia (on the North Pacific) and countries in the Americas. In 8x8 Support, we often use this to refer to our Support teams in the US (under which our Tier 1 SMB vendors fall), Singapore, and Australia.
  • API (application programming interface) - An interface provided by a software application to allow communication by other programs. This interface allows for requests for service to be made by other computer programs and/or to allow data to be exchanged between computer systems.
  • ARPU - Average Revenue Per User
  • Auto Attendant (AA) - The voice prompt system that answers a company’s main telephone number if the receptionist is not there (“night bell”), or if there is no receptionist. 8x8 offers a fully programmable Auto Attendant with every Virtual Office system at no extra charge.
  • Automatic call distribution (ACD) - A specialized PBX system that uniformly routes and distributes calls for high-volume call centers. (For the modern version, see VCC.)
  • Automatic Speech Recognition (ASR) - technologies that enable the recognition and translation of spoken language into text.

B

  • B2B - Business to Business.
  • B2C - Business to Consumer.
  • Back end (adj. back-end) - 1. (8x8) Refers to programs and functions manipulated on the 8x8 end of services, such as construction and maintenance of iPBX’s and device provisioning. May refer specifically to Intraswitch software. 2. (general) An application or program that serves indirectly in support of the front-end services, usually by being closer to the required resource or having the capability to communicate with the required resource.
  • Back-to-back user agent (B2BUA) - A device or software element in which user calls are established between the caller's phone and the server, and then between the server and the called party (similar to SBC). This architecture allows for advanced PBX features both before a call is connected and during the actual call. However, because all calls flow through the B2BUA, if it goes down, all call traffic through the element is affected.
  • Bandwidth - The amount of data (in bits) that can be transmitted per second over a network connection or through a system. Normally expressed as bps, Kbps, Mbps and Gbps, where bps = bits per second; K = Kilo (thousand); M = Mega (million); and G = Giga (billion). Capitalization of the “b” in bps is critical, since Kbps is kilobits and KBps is kilobytes (8 bits = 1 byte of data). Can also be expressed as Kb/s = Kbps. (Units are also critical: 756,000 bps = 756 Kbps = 0.756 Mbps = 0.000756 Gbps.)
  • BI - Business Intelligence.
  • BLF (Busy Lamp Field) - A button or group of buttons on a phone or side car that show the status of extensions in a phone system.
  • Bridged line appearance (BLA) - A feature that allows other users’ extensions to appear as a second, third, etc. line on a phone. BLA lights on a phone turn on to show when the extension is in use, and calls can be placed or answered on any phone that it appears on.
  • Broadband phone adapter (BPA) - Alternative name for an adapter box that connects a POTS telephone or fax machine to an IP connection or network. aka digital telephone adapter (DTA).
  • Busy lamp field (BLF) - A feature that displays the status of another users’ extension on your phone, showing when the extension is idle or has a call in progress. Calls cannot be placed or received on it, except as a speed dial to the extension it’s assigned to.
  • BYOD - Bring Your Own Device.

C

  • Cable (Internet) - Internet service provided over cable is best for home and small business users based on price and speed. Cable lines run over the cable providers existing cable through a cable modem. Speed offerings commonly include: 8Mbps down / 1Mbps up; 16Mbps down / 2 Mbps up; 20 MBps down 3 Mbps up; and 50Mbps down / 7mbps up.
  • Capex - Capital expenses.
  • CC - Contact Center.
  • CCaaS - Contact Center as a Service. Note capitalization. 
  • CCW - Contact Center Week.
  • Call fail (call termination) - Refers to calls that are not completed on either one leg of the call or both. Can include the inability to receive inbound calls; inability to dial a specific area code/region; or inability to dial out entirely.
  • Call flow - The flow or routing of phone calls through a customer’s 8x8 phone network.
  • Call Zones (Zones 1-4) - Refers to the four main areas in which service issues reside.
  • Call quality (CQ) - Refers to calls that are completed between two parties but experience issues with audio. These include: dropped calls, garbled audio, choppy (or intermittent) audio, static, one-way audio (OWA).
  • Call termination (CT) - Refers to calls that are not completed on either one leg of the call or both. Can include the inability to receive inbound calls; inability to dial out entirely; or inability to dial a specific area code/region. May also be called call fail.
  • CallFire - An 8x8 customer that provides a robo-calling/hunting service for mass calling campaigns. Used internally for 8x8 collections, sales and other marketing efforts. 8x8 also terminates some of CallFire’s telephone calls to the PSTN.
  • Carrier - A company that provides voice or data services, either wirelessly or over traditional land wires. 8x8 has service partnerships with a number of major carriers to ensure all calls can complete. (8x8 does not disclose all of its partner carriers.)
  • Chalet - The underlying platform in which the messaging platform Collabor8 is built on. 
  • Cloud - refers to applications and services offered over the Internet. This means that our customers/user does not require any installing of any sort to use our services.
  • COB - Close of Business.
  • CODEC (compressor-decompressor; coder-decoder; or compression-decompression) - A device or program capable of performing encoding and decoding on a data stream or signal, or used to compress and decompress data to allow for smaller data file transmission. Typically used for streaming audio and video.
  • Competitive local exchange carrier (CLEC) - A telecommunications provider company (sometimes called a "carrier") that competes with other already established carriers (generally, the incumbent local exchange carrier).
  • Conference bridge - Used to connect multiple people over a phone line or broadband Internet connection such as for a conference call.
  • ContactNow - 8x8's contact center solution for small business. 
  • CRM (customer relationship management) - 1. (8x8) Refers to the Peoplesoft systems and portals that are used by our Customer Service functions to provide billing, customer and technical support service to our customers. 2. (general) The group of systems and practices (methodologies, strategies, software and web-based capabilities) that encompass a business's management of its customers.
  • CTA - Call To Action
  • CSAT - Customer Satisfaction.
  • CTI - Computer Telephony Integration.
  • Customer premise equipment (CPE) - any equipment located on the customer's side of a demarcation point (the point that distinguishes where the service provider's equipment ends and where the customer's begins.) For 8x8 services, usually refers to a customer’s IP phones, and possibly its routers, switches and high speed Internet access equipment.
  • CX - Customer Experience.

D

  • DAL (discount approval level) - what job title in the company can approve various discounts
  • DECT (Digital Enhanced Cordless Telecommunications) - a standard for cordless phones
  • Design consultation - The 8x8 Implementation appointment during which a customer is counseled on and sets up their call flow.
  • DHCP (dynamic host configuration protocol) - A set of rules used by communications devices such as a computer, router or network adapter to allow the device to request and obtain an IP address from a server (which has a list of addresses available for assignment).
  • DID (direct inward dial) - The direct dial telephone number that can be called from the PSTN to reach an extension on a PBX. (The typical U.S. 10-digit telephone number, as opposed to a shorter internal extension number.) aka DDI (UK)
  • Digital signal 1 (DS-1) - A communications protocol for multiplexing the bitstreams of up to 24 telephone calls, along with two special bits: a framing bit (for frame synchronization) and a maintenance-signaling bit.
  • Digital telephone adapter (DTA) - An adapter box that connects a POTS telephone or fax machine to an IP connection or network. aka broadband phone adapter (BPA).
  • Directly - A support automation platform. Allows designated "8x8 Expert" users to help answer informational and "how-to" questions for 8x8 customers.   
  • DR - Disaster Recovery.
  • DMZ (demilitarized zone; aka perimeter network) - A network area that sits between an organization's internal network and an external network (usually the Internet) with the purpose of adding additional LAN security (attackers have access only to equipment and not the network itself). Typically, the DMZ contains devices accessible to Internet traffic, such as web (HTTP ) servers, FTP servers, SMTP (e-mail) servers and DNS servers.
  • Do Not Disturb (DND) - A setting that forwards all incoming calls to voicemail without ever ringing the phone (typically set on the phone itself).
  • Dropped call - A call that is suddenly and prematurely cut off without user initiation.
  • DSL (digital subscriber line) - A fast, continuously available Internet service connection that uses a phone line and DSL modem. Speeds are limited by the distance from the DSL modem to the DSLAM. As distance increases, available bandwidth decreases. Generally not ideal for applications that require traffic in both directions (like VoIP). Includes:
    • ADSL - Most common; slowest.
    • VDSL - Much faster than ADSL; only works well within 1 mile of DSLAM.
    • HDSL - Speeds are symmetrical (e.g. 3mbps up/3 mbps down).
  • DSLAM (digital subscriber line access multiplexer) - A network device, often located in the telephone exchanges of telecommunications operators. Connects multiple customer digital subscriber line (DSL) interfaces to a high-speed digital communications channel using multiplexing techniques.
  • DTMF (dual tone multi-frequency) signal - The signal to the phone company generated when an ordinary telephone's touch keys are pressed. Known as "touchtone" (esp. in the U.S.), each key generates two tones of specific frequencies – one high and one low (allowing for vocal imitation). DTMF has generally replaced loop disconnect ("pulse") dialing.

E

  • EBIT - Earnings Before Interest and Taxes
  • E-911 (enhanced 911) - Connects VoIP services to the existing 911 infrastructure, allowing for a VoIP emergency call to provide the same emergency-relevant location information that traditional telephony provides (in case the caller is unable to speak or otherwise identify his/her location to emergency personnel). Delivers address-specific (versus phone number-only) call-back information to public service answering points (PSAPs) whenever someone makes an emergency call.
  • EMEA - Shorthand designation meaning Europe, the Middle East and Africa. Used by institutions and governments, as well as in marketing and business, it is particularly common among North American companies. In 8x8 Support, we often use it to refer to our Support teams in the UK and Romania.
  • The region is generally accepted to include all European nations, all African nations, and extends east to Iran, including Russia.
  • Endpoint - For VoIP purposes, refers to any device at which a message (in on-screen text, print or audio) can originate or successfully reach. Includes all hard phones (desk phones and cell phones; IP and landline), as well as softphones (telephony software typically run on a computer or a smart device) and fax machines. Generally speaking, also includes computers, printers and adapters – anything with a MAC address.
  • Enterprise resource planning (ERP) - The software, systems and business processes involved in managing a company’s many resources, such as inventory, employees, vendors, finances, etc. At 8x8, ERP refers to the Peoplesoft (now Oracle) software that performs and implements these functions. 8x8’s ERP software is connected to its CRM software via a series of APIs so they can function together.
  • Escalation - The transfer of a customer support case from one tier of Support upward to another (Tier 1/TAM/eTAM > Tier 2 > Network Operations). It is essential to follow proper protocol and provide all required information/templates when escalating a case.
  • EX: Employee Experience

F

  • Federal Communications Commission (FCC) - The U.S. agency which regulates essentially all communications in or originating in the United States, including: television and radio airwaves; satellite and cable transmissions; and telegraph communications. 8x8 is recognized by the FCC as a provider of nomadic, interconnected telecommunications services.
  • Federal Trade Commission (FTC) - An independent agency of the United States government whose principal mission is the promotion of consumer protection and the elimination and prevention of what it deems anti-competitive business practices, such as coercive monopolies.
  • FiOS (Verizon) - Verizon’s bundled communications service, operating over a fiber-optic communications network. Typically faster and more expensive than cable.
  • Firewall - Part of a computer system or network that is designed to block unauthorized inbound traffic while permitting outward communication. Commonly used as protection against unauthorized access from the Internet.
  • Follow Me, Find Me - As provided by 8x8, a call hunting feature that allows a customer to enter up to five phone numbers to ring in sequence.
  • Fractional T1 - A type of T1 service offered by carriers which pulls out 1 or more channels for voice, leaving the remaining bandwidth for data.
  • Front end (adj. front-end) - 1. (8x8) Refers to 8x8 programs and functions manipulatable by customers, including Account Manager and all Virtual Office customer interfaces. 2. (general) An application that users interact with directly.
  • Fusion (CallFusion) - Owner and operator of one of our Tier 1 Support call centers. Located in Santa Maria, CA.
  • FY - Fiscal Year

G

  • G.711, G.729, G.726 - Audio compression algorithms (CODECs) used by VoIP phones to compress voice data into packets.

H

  • HD - High Definition
  • Hosted PBX - Delivers PBX functionality as a service, available over the Public Service Telephone Network (PSTN) and/or the Internet. 8x8 Business Services delivers powerful hosted PBX calling features combined with local and long distance service.

I

  • Implementation - The 8x8 on-boarding process for the majority of Virtual Office customers. Appointments are booked at the time of sale and are usually conducted over the telephone after the customer has received 8x8’s IP phones and any other required equipment.
  • Implementation advisor - An 8x8 employee who assists customers with the initial installation and configuration of 8x8’s services.
  • Inbound - Refers to a phone call or fax transmission coming in to a given endpoint or extension.
  • Incumbent local exchange carrier (ILEC) - A local telephone company in the United States that was in existence at the time of the break-up of AT&T into the Regional Bell Operating Companies (RBOCs), also known as the “Baby Bells.”
  • Interactive voice response (IVR) - A computerized system that allows a person to select an option from a voice menu or otherwise interface with a computer system by using DTMF tones or speaking. May also informally refer directly to the voice menu, audio menu or audio prompt.
  • International Telecommunications Union (ITU) - Defines and adopts telecommunications standards that allow people all over the world to communicate with each other.
  • Intraswitch (I/S) - The 8x8-end software that allows for the building, enabling, disabling, viewing and removing of iPBX’s,  devices and extensions. aka back end (BE)
  • IP  - 1. Internet protocol. A protocol used for communicating data across a packet-switched network. 2. Intellectual property.  A company’s or individual’s patents, technology, creative material, etc.
  • IP phone - A telephone that relies on an Internet connection to make and receive phone calls (as opposed to the traditional “copper” telephone network).
  • iPBX (IP private branch exchange) - A private branch that switches calls between VoIP (Voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines.

J

  • Jitsi - Jitsi is an open-source video conferencing platform. It is 8x8's new meeting platform. This new platform brings capabilities such as enhanced moderation controls, and live streaming to YouTube. 
  • Jitter - A measure of the variability over time of the latency across a network. A very low amount of jitter is important for real-time applications using voice and video.

K

  • Knowledge base - The website in which all public and internal 8x8 Support content is created and housed. Content on the KB may be accessed directly on the site, or via integrations within products, systems, and tools. 
  • Kbps (kilobits per second) - A measure of bandwidth, or how fast information will get from one point to another. 8 bits = 1 byte, 1000 KBps (kilobytes per second) = 8000 Kbps.
  • KTS - key telephone system

L

  • Latency - Generally, the time information takes to move across a network. For voice networks, the delay from when a word is spoken to the time it is heard by the listener. Low latency is usually desirable for real-time applications such as voice and video.
  • Layer 1 switch (dumb switch) - A switch that doesn’t recognize higher processes and configurations like QoS. Generally old and/or cheap. Prospective 8x8 customers with layer 1 switches will need to replace them with layer 2 switches or a more functional alternative. aka hub; repeater.
  • Layer 2 switch (smart switch) - A switch that can understand complex instructions from the router and compatible with configurations like QoS. Prospective customers who require a switch to handle all their endpoints should be equipped with at least layer 2 switch.
  • Level 3 - One of 8x8’s vendors of network services that connects our services to and from the PSTN. Level 3 and 8x8 also partner together under a teaming agreement to bid on federal and other government voice and data opportunities.
  • Local area network (LAN) - Connects and supplies networking capability to a group of computers in close proximity to each other such as in a home, an office, or a school.
  • Local exchange carrier (LEC) - The general term for a local telephone company. Divided into competitive local exchange carriers (CLEC) and incumbent local exchange carriers (ILEC).
  • Local number portability/porting (LNP) - 1. The process of moving a telephone number or block of telephone numbers from one telephone company to another. 8x8 provides LNP services free of charge to its customers. 2. The general name for the 8x8 department that provides these services.
  • LTE - Long-Term Evolution

M

  • MBO - Management by Objectives
  • Mbps (megabits per second) - A measure of bandwidth, or how fast information will get from one point to another.
  • Media gateway control protocol (MGCP) - An early VoIP signaling protocol that was used to allow a gateway controller to establish connections with the required media properties for telephone calls, based on the call control information received from a signaling gateway (also similar to the MEGACO standard). 8x8 supported the MGCP protocol in some of its early IP communications services, and we still support legacy endpoints that use this standard.
  • ML - Machine Learning
  • Modem - A device that encodes digital computer signals into analog telephone signals, and vice-versa. Also allows computers to communicate over a phone line.
  • MOS: Mean Opinion Score, this is a metric for scoring call quality based on the user’s experience.
  • MRR (monthly recurring revenue; pronounced murr) - The revenue that 8x8 collects on a recurring (monthly) basis from its customers.
  • Multimedia terminal adapter (MTA) - A digital telephone adapter (DTA) that supports media types other than voice (video, etc.).
  • Multiprotocol label switching (MPLS) - A mechanism in high-performance telecommunications networks that directs data from one network node to the next based on short path labels rather than long network addresses, avoiding complex lookups in a routing table. The labels identify virtual links (paths) between distant nodes rather than endpoints. MPLS can encapsulate packets of various network protocols. MPLS supports a range of access technologies, including T1/E1, ATM, Frame Relay, and DSL.
  • Music on hold (MoH message) - An 8x8 VoIP business service feature that allows you to replace dead air with melodic music or important information.

N

  • Network address translation (NAT) - A process in which the source or destination of an IP packet is rewritten as it passes through a firewall or router. This is usually done to allow multiple hosts behind a firewall or router to access the Internet via a single public IP address. aka NAT traversal.
  • Network Operations Center (NOC; typically pronounced knock) - The department that monitors 8x8’s networks, servers and customers to ensure the highest quality and availability of our services. NOC is typically the final internal escalation point after Tier 2. 8x8’s NOC is located in the large windowed room just off the front lobby and operates 24 hours a day.
  • Network topology - The design of a given network, including all equipment and how it is interconnected.
  • North American Numbering Plan (NANP) - Governs the management of telephone numbers for the public switched telephone networks in North America (Canada, USA, Caribbean, and territories) within the international country code prefix “+1.”
  • No-way audio (NWA) - During a completed phone call, neither party is able to transmit audio.
  • NPA-NXX - Refers to the area code and subsequent three digits in a North American phone number: NPA-NXX-XXXX. Specifically:
    • NPA (aka area code) identifies the 3-digit numbering plan area.
    • NXX identifies the central office (aka Exchange) within the NPA.
    • (XXXX identifies the station within the NXX.)
  • NPS: Net Promoter Score.

O

  • OEM: Original Equipment Manufacturer (should not be used as a verb—OEMed, OEMing).
  • Off-network - Refers to calls or communications between an 8x8 endpoint and a non-8x8 endpoint.
  • One-number access (ONA) - A Virtual Office feature that allows you to specify up to four phone numbers to ring when the caller calls on one specified number.
  • One-way audio (OWA) - During an established phone call, only one party is able to hear and transmit audio.
  • On-network - Refers to calls or communications from one 8x8 endpoint to another 8x8 endpoint (within the same 8x8 PBX).
  • Opex - Operating expenses
  • Outbound - Refers to a phone call or fax transmission going out from a given endpoint or extension.

P

  • Packet - A formatted unit of digitally encoded data carried by a packet mode computer network and measured in bytes. Each packet contains a header of information to help routers and other network devices direct the packet to its proper destination.
  • Packet 8 (P8) - The original brand name under which 8x8 sold its telecommunications services beginning in 2002. In 2009, the company rebranded all of its services under the 8x8 name.
  • Packet switching (packet-switched)  - A communications system that uses digital packets to transmit all forms of communication signals, and the primary method of communications for the Internet and other digital communications.
  • PBX (private branch exchange) - A telephone exchange or telephone system that serves a particular business or office (as opposed to one that a common carrier or telephone company operates for many businesses or for the general public), typically housed on-site and requiring physical equipment and maintenance.
  • Perimeter network - A network area that sits between an organization's internal network and an external network (usually the Internet) with the purpose of adding additional LAN security (attackers have access only to equipment and not the network itself). Typically, the DMZ contains devices accessible to Internet traffic, such as web (HTTP ) servers, FTP servers, SMTP (e-mail) servers and DNS servers. aka DMZ
  • PO - Purchase Order
  • PoC - Proof of Concept (note capitalization)
  • PoPPoint of Presence (note capitalization)
  • Port - A connection point for a communications line, such as Ethernet or fiber optics, into a network device, switch or router.
  • POTS (plain old telephone service) - Refers to the services available to analog phones prior to the introduction of digital technology.
  • PPP (point-to-point protocol) - The Internet standard for dial-up modem connections, and a set of rules that defines how a modem exchanges packets of data with other systems on the Internet.
  • PPPoE (point-to-point protocol over Ethernet) - A network configuration used for establishing a point-to-point protocol connection over an Ethernet protocol. It is commonly used for creating DSL Internet connections (as opposed to DHCP, which is typically used by cable Internet service providers).
  • Primary Rate Interface (PRI) - A standardized telecommunications service level within the Integrated Services Digital Network (ISDN) specification for carrying multiple voice and data transmissions between a network and a user. The standard for providing telecommunication services to offices, it is based on the T1 line (24 channels) in the US and Canada, and the E1 line (32 channels) in Europe.
  • Public Switched Telephone Network (PSTN) - The world's collective public, circuit-switched telephone networks. The PSTN is largely governed by technical standards created by the International Telecommunications Union (ITU). (Usage: Capitalized on first use when referring to collective networks; PSTN thereafter. Lowercase in reference to multiple individual networks.)
  • Public utilities commission (PUC) - State government agencies responsible for the regulation of public utilities within a state or region. Under current FCC rules, state PUC’s are prohibited from regulating nomadic interconnected VoIP service providers like 8x8.

Q

  • QoC - Quality of Connection (note capitalization)
  • Quality Management (product) - Integrated with Virtual Contact Center (VCC).
  • Quality of service (QoS) - A feature that grants the ability to provide adjustable priority to different applications, users or data flows, or to guarantee a certain level of performance to a data flow. 8x8 prefers customers utilize routers (which can be specified or supplied by the company) that utilize QoS to guarantee the priority routing of our VoIP traffic on a LAN or other network infrastructure. See also http://www.8x8.com/Resources/Learn/HintsandTips/WhatisQoS.aspx.

R

  • Real-time Transport Control Protocol (RTCP) - Provides out-of-band control information for a Real-time Transport Protocol (RTP) flow. It partners RTP in the delivery and packaging of multimedia data, but does not transport any data itself. It is used periodically to transmit control packets to participants in a streaming multimedia session. The primary function of RTCP is to provide feedback on the quality of service being provided by RTP.
  • Real-time Transport Protocol (RTP) - A system which defines a standardized packet format for delivering audio and video over the Internet.
  • Regulatory recovery fee (RRF) - We collect and retain this fee to recover some of the costs we incur to comply with local, state and federal governmental mandates and programs, including, but not limited to, E911, local number portability and number pooling. We may impose the fee whether or not the benefits of any or all of these mandates and programs are available to a customer in their location.
  • Request tracker (RT) - A public domain ticketing system and database that was used by 8x8 to support our services before implementing our current CRM system. RT is still used by various internal departments at 8x8.
  • Rng group (RG) - A way for a set of 8x8 Virtual Office extensions to share the distribution of incoming calls. A call forwarded to a ring group could be programmed to ring all the phones in the ring group at once, or one by one in succession.
  • RJ-11 - Refers to a physical interface often used for terminating telephone wires.
  • RJ-45 (aka 8P8C) - Refers to a modular connector with eight positions, all containing conductors. The most common use is for Ethernet connections.
  • RMA - Refers to customer return of merchandise (e.g. phone, router, etc.) for reasons such as suspected malfunction, lack of necessity or service cancellation.
  • Router - A device that forwards data packets between computer networks, creating an overlay internetwork. A router is connected to two or more data lines from different networks, and may contain special features like firewalls, VPN, and QoS. In a typical network, it sits between the modem and endpoints (phones, computers, etc.), though it can also be combined with a modem/gateway within a single device, or have other devices between it and the endpoints.
  • RT ticket -  Refers to an internal support ticket issued via the request tracker.

S

  • SaaS - Software as a Service
  • Salesforce service cloud - Service cloud is the CRM used by 8x8 support agents to provide customer support.   
  • Server - A computer system that responds to requests across a computer network to host or help provide a network service. 8x8’s servers are currently mirrored and housed in strategically situated data centers in California, Virginia and Canada, with more global locations planned. 
  • Session - In the context of unified communications, consists of a set of communications endpoints and the series of interactions among them. Initiated when connection is first established, and terminated when all of the endpoints have stopped participating. Could be as simple as a two-way phone call or a virtual meeting between a number of computers featuring multimedia streaming.
  • Session border control (SBC) - A VoIP network device put into the signaling and media path between the calling and called parties. With both signaling traffic and media traffic (voice, video etc) crossing it, an SBC can function as a firewall, protocol transcoder, bandwidth manager, etc. Rather than employ external SBCs (which can introduce unneeded latency and delay into the signaling and media paths across IP networks), 8x8 embeds this functionality in the software it develops.
  • Session Description Protocol (SDP) - A set of rules that defines how multimedia sessions can be set up to allow all endpoints to effectively participate in the session.
  • Session Initiation Protocol (SIP) - A signaling protocol used for establishing sessions in an IP network. 8x8’s network and all but our oldest IP phone devices utilize SIP.
  • SFDC - Salesforce.com
  • Silo - A silo describes stand-alone system/platform that is unable to operate with any other system, meaning it's closed off from other systems. Silos create an environment of individual and disparate systems within our business.
  • SIP - Session Initiation Protocol
  • SLA - Service Level Agreement
  • Simultaneous ring - A feature that permits an incoming phone call to ring not only a customer’s 8x8 number, but also a standard PSTN number, along with any other 8x8 number(s) simultaneously.
  • SMB (small and micro-business) - 1. Support: All or one of the group of 8x8 business customers that produce $500-$3500 MRR (monthly recurring revenue). Normally supported under the TAM/Tier 1 umbrella. 2. Sales: All or one of the group of 8x8 business customers that purchase up to 50 lines (extensions) of service. 3. Sales: The 8x8 Sales team responsible for selling 8x8 products and services to SMB businesses. (Formerly known as IVOS; changed because IVOS refers specifically to Virtual Office, whereas the SMB team now sells VCC, as well.)
  • SME - Subject Matter Experts.
  • SOHO - Small Office, Home Office
  • SOX Sarbanes-Oxley Act of 2002 (Sarbox) - A United States federal law enacted on July 30, 2002, which set new or enhanced standards for all U.S. public company boards, management and public accounting firms. 8x8 complies with SOX through the use of internal processes and procedures that must be followed in executing our business processes.
  • SRTP - Secure Real-Time Transport Protocol
  • SSO - Single Sign-on
  • Switch - A network device which performs two central functions: provide extra ports for devices to use when the router has no (like a power strip when you can’t find any more wall plugs); and assign packets to their final destination (computer, phone or server). Types include layer 1 (“dumb”) and layer 2 (“smart”) switches.

T

  • T1 - A hardware specification for telecommunications trunking, allowing transmission across a maximum of 24 64-Kbps channels using a DS-1 signal. The maximum T1 data transmission rate is 1.544 megabits per second.
  • TAM (technical account manager/management) - 1. A dedicated 8x8 customer representative assigned as a single point of contact to 8x8’s larger business customer accounts (those generating more than $500 in MRR). 2. The 8x8 department dedicated to the support of said customers.
  • TCO - Total Cost of Ownership
  • TCP/IP  (Transmission Control Protocol/Internet Protocol) - The two most important networking protocols which help form the set of communications protocols that implements the protocol stack on which the Internet and many commercial networks run.
  • Telecommunications relay services (TRS) - A set of services required by Section 225 of the Federal Communications Act and the FCC to be available to persons with hearing and speech disabilities in the United States. 8x8 regularly contributes a percentage of its revenue to a fund to supply these services.
  • Teleperformance - Owner and operator of one of our Tier 1 Support call centers. Located in Ft. Lauderdale, FL.
  • TLS - Transport Layer Security
  • Toll-free number (TFN) - A telephone number which is free of charge to the caller. The carrier instead charges the called party for the cost of the call. Toll-free prefixes include 800; 888; 877; 866; 855; and 844. (Area codes reserved for future expansion include 833; 822; 880-887, and 889.) 8x8 offers toll-free number service in conjunction with calling plans that allows callers to phone in for no charge regardless of their location in the US or worldwide.
  • Trivial File Transfer Protocol (TFTP) - A simple file transfer protocol, with the functionality of a very basic form of FTP.
  • Transfer of Information (TOI) - A presentation by someone representing the product. A pseudo-training or an overview
  • Trunk - A single transmission channel between two points on a network: Each point is either a switching center or a node (such as a telephone).
  • TTV - Time to value

U

  • UCaaS - Unified Communications as a Service. Note capitalization.
  • Unified communications (UC) - The integration of real-time communication services such as instant messaging (chat), presence, telephony, video conferencing, fax, voicemail, etc. into a single unified access process. 8x8 offers hosted UC services via Virtual Office.
  • Universal service surcharge - A tax imposed to support the Federal Universal Service Fund, which was established by the U.S. government to subsidize basic telephone service for people with low incomes and those who live in rural areas. It is also used to provide Internet connections, landline handsets and mobile handsets to schools and libraries.
  • UPnP (universal plug and play) - A set of computer network protocols developed to allow devices to connect seamlessly, and to simplify the implementation of home and corporate networks for the purposes of data sharing, communications and entertainment.

V

  • Vanity numbers - Telephone numbers that can be read as words (e.g., 1 (800) COLLECT). These are harder to get. We don’t offer them. We encourage customers to find an outlet that sources them and our agents will help port these numbers.
  • Virtual attendant - A powerful, automated inbound call routing solution that enables small businesses to connect wired, mobile, home phones and other Virtual Office extensions under a single primary phone number.
  • Virtual Contact Center (VCC): 8x8’s hosted enterprise call center product.
  • Virtual Contact Center Analytics (VCCA) - Analytics platform for Virtual Contact Center (VCC) that provides performance data and insights for the contact center.  
  • Virtual number (VN) - A second number that, when called, rings to a primary 8x8 line. VN’s can be from most area codes in the US, thereby providing enormous savings to people phoning in from a selected area code.
  • Virtual Office (VO) - 8x8’s flagship business telecommunications offering, providing a complete and affordable VoIP business phone system, and combining powerful hosted PBX calling features combined with local and long distance service.
  • Virtual Office Analytics (VOA) - Virtual Office Analytics (aka "Dashboard") is a robust suite of web-based tools and services that improves enterprise decision making by providing fast answers about internal and external call activity, real-time call queue status, call quality, and individual end-point device status around the globe.
  • Virtual Office Desktop (VOD) - The computer-based software allowing Virtual Office customers to access the full suite of 8x8’s unified communications services. Compatible with both Windows and Apple Mac operating systems. See also https://support.8x8.com/us/Cloud_Phone_Service/Voice/Virtual_Office_Desktop/Download_Virtual_Office_Desktop
  • Virtual Office Meetings - 8x8's video conferencing product. Virtual Office Meetings are built into 8x8’s Virtual Office suite of cloud communications solutions. 
  • Virtual Office Mobile (VOM; VO Mobile) - Refers to the free Android or Apple iOS Virtual Office mobile app, a pared down but still powerful communications tool that keeps users connected to their 8x8 network on the go. VOM provides an extension’s full Contact Directory, as well as voicemail, chat, call forwarding options and point-to-point video calls.
  • Virtual Office Online (VOO) - The web browser version of the Virtual Office Desktop software. V.O. Online maintains all of the functionality of the desktop application, including upgraded features for V.O. Pro users. Each extension on an account can be enabled to use Virtual Office Online on any computer with Internet access. http://virtualoffice.8x8.com/uc/.
  • Virtual private network (VPN) - A network that uses the public telecommunication infrastructure, such as the Internet, to provide remote offices/users with secure access to their organization’s main internal network. The VPN masks the remote users’ IP address so it appears as if they are inside the main network while providing all security the benefits – firewall, QoS, etc. –  of the main network.
  • Voice of Customer program (VOC) - Program that focuses on customers needs and pains points using a common customer satisfaction metric so that improvements can be made. 
  • Voice Over Internet Protocol (VoIP) - The routing of voice conversations over the Internet or through any other IP-based, packetized data network. aka IP Telephony; Internet telephony; broadband telephony; broadband phone; voice over broadband; voice over packet (VOP).
  • Voice XML (VXML) - Refers to XML that includes elements for processing voice.
  • VoIP Test - A simple tool that tests the quality of a customer’s Internet connection to ensure it’s ready for 8x8 service. Located at http://voiptest.8x8.com, the test simulates 8x8 VoIP calls over customer’s Internet connection to determine whether their network has the bandwidth and stability required for high-quality VoIP service.  See also http://www.8x8.com/Welcometo8x8/VOGS04.aspx.
  • vs. - Short for versus. Use the abbreviation with a period in all cases.

W

  • Warm transfer - Performed when a call is answered and the caller requests to be connected with someone or their extension. The person who answers the call then calls the requested individual’s extension to inform them of the incoming call. The call is then transferred. aka announced call, announced transfer.
  • WFH - Work from Home
  • WFO - Workforce Optimization (software)
  • Wide area network (WAN) - 1. A computer network that covers a broad area (i.e. any network whose communications links cross metropolitan, regional or national boundaries). 2. Less formally, a network that uses routers and public communications links. (The largest and most well-known example of a WAN is the Internet.)

X

  • XaaS - Anything as a Service
  • XML (extensible markup language) - A general-purpose markup language for creating special-purpose markup languages, capable of describing different types of data. In other words, a method of describing data that is primarily used to facilitate data sharing across different systems.
  • XRM - Refers to customer exchange of merchandise (e.g. phone, router, etc.), typically in the case of suspected malfunction or defect. NOTE: Performing an XRM is NOT a troubleshooting step! It is a last resort when all other reasonable attempts to resolve have failed, and only when indicators point to a device issue.

Y

  • YOY - Year over Year (note the capital O, this is the standard way to write this acronym)

Z

  • Zone 1 - When referring to service issues, covers the connection from the 8x8 endpoint to the customer’s router or gateway. This area also includes the customer’s local area network (LAN).
  • Zone 2 - When referring to service issues, covers the connection from the customer’s local area network (LAN) up through the customer’s ISP up to 8x8’s servers. This area very often includes the customer’s Internet service provider (ISP).
  • Zone 3 - When referring to service issues, covers the connection from and including 8x8’s servers to 8x8’s carriers.
  • Zone 4 - When referring to service issues, covers the connection between 8x8’s carriers and the Public Switched Telephone Network (PSTN). This area includes the receiving party’s local telephone service provider.
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