Overview

Key Terms and Definitions

General Telephony Terms

1. Lead – A student or prospect whose details are recorded in the Lead Manager.
   
2. Counselor/Agent/User – A CRM user responsible for managing and nurturing leads.
   

Call Types

1. Inbound Call – A call initiated by a lead to a counselor.
   
2. Outbound Call – A call initiated by a counselor to a lead.
   
3. Campaign Call – An automated outbound call system targeting a specific lead set without requiring manual dialing.
   

Dialing Methods

1. Progressive Dialing – Connects the call to the counselor first before dialing the lead.
   
2. Predictive Dialing – Connects the call to the lead first before routing it to an available counselor.
   
3. Call ID – A unique identifier assigned to each call, linking it across all API requests.
   

Calling Solutions

1. In-App Calling – Calls made directly via the Meritto Mobile App without a telephony service provider.
   
2. Hardphone – Calls requiring a physical phone (e.g., smartphone, landline).
   
3. Softphone – Calls made through a web-based platform without physical phone hardware.
   
4. Blended Calling Solution – A system handling both inbound and outbound calls within a single interface for seamless switching.
   

Multi-Vendor & Configuration

1. Multi-Vendor Telephony – Allows institutions to integrate multiple telephony service provider for different call flows (inbound, outbound, campaign).
2. Telephony User Config – Counselor setup for telephony activities, specifying user parameters for tracking and routing calls.
   

Conclusion