The left column is what VoDialer shows on screen. The right column is the usual industry term. Other pages use the left column outside Setup, Safety, Connecting, Platform and Reference.
| We say |
Industry term |
| person, people |
lead, contact |
| company, workspace |
tenant |
| journey |
the lead’s lifecycle record: one record per person from list to quality check |
| stage, step |
stage (pre-verification, Fronter, Verifier, closer, post-verification, licensed agent, QA) |
| bot |
AI voice agent |
| Fronter |
the first-call bot (intake, qualifying) |
| Verifier |
the second bot, which confirms details before the hand-over |
| licensed agent |
licensed human agent, often called a closer |
| Quality reviewer |
QA analyst (the role is qa) |
| QA Bot |
automated call scoring |
| We say |
Industry term |
| handed to your team |
transfer, XFER |
| hand-over |
warm transfer: the next stage joins and is briefed before the bot leaves |
| result |
disposition |
| not a fit |
NQ, not qualified |
| asked to stop |
DNC, a do-not-call request |
| dropped call |
abandoned call: a person answered and nobody was free to take it |
| call back, callback |
CB, a scheduled return call |
| answering machine |
AM, answering machine detection (AMD) |
| wrap-up |
after-call work: the time an agent has to save a result, 120 seconds at most by default |
| listen |
monitor |
| whisper |
whisper coaching: the agent hears you, the person does not |
| take over |
barge-in: you join the call and speak to the person; on a bot call the bot leaves |
| recording |
two-channel call recording |
| dial mode |
dialing mode: how calls are placed |
The five dial modes are AI only (the bot makes the calls), Predictive (several people called per free agent), Progressive (one person per free agent), Preview (the agent sees the person first) and Manual (agents dial by hand).
The twelve results VoDialer files for every company carry short codes: XFER, SALE, CB, DNC, NI, NQ, NA (no answer), B (busy), AM, WN (wrong number), HU (hung up) and FAIL. See result codes.
| We say |
Industry term |
| checked |
pre-verification, scrubbing: each number is tested against the rules before it is called |
| held back |
suppressed, scrubbed out, blocked from dialing |
| do-not-call list |
DNC list: federal, state and your own |
| calling hours |
TCPA calling window, in the person’s local time |
| proof of consent |
consent record (TCPA, recording, Scope of Appointment) |
| consent certificate |
TrustedForm or Jornaya certificate |
| evidence pack |
per-journey export: consents, transcripts, QA reviews, rule checks and recordings, with a checksum |
| the audit log |
tamper-evident, hash-chained audit trail |
| the 3% limit |
the abandoned-call limit, measured over 30 days per campaign |
| rules |
compliance rules, starter values that need review by counsel |
| We say |
Industry term |
| carrier |
SIP trunk provider |
| caller ID |
CLI, outbound number, DID |
| resting number |
a caller ID taken out of use for a break; “retired” is permanent |
| number that people phone |
inbound number, DID, with a route |
| trap number |
honeypot number |
| test phone |
softphone for testing, using the simulator’s +1 555 2xx numbers |
| reserved for dialing |
VICIdial’s hopper: VoDialer picks people one call at a time and has no hopper |