Telephony: Glossary

Telephony: Glossary

Overview

This article provides definitions of key terms and concepts used in Meritto’s Telephony module. 

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

Understanding key telephony terms and configurations in Meritto is essential for efficient call management and lead communication. This article provides a structured reference to different call types, dialing methods, and telephony solutions, to help you navigate and optimize your telephony setup within the CRM.

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