Glossary
Outbound calling and dialer glossary
Short, plain definitions of the terms that come up when you choose a dialer, set up caller ID or plan an outbound campaign, each with an example and a note on how Rapidialer handles it.
Updated
Terms
- Predictive dialerA dialer that calls several numbers per available agent, predicting when agents will be free.
- Preview dialerA dialer that shows the next contact’s record and waits for the agent before dialing.
- Abandoned callAn answered outbound call with no agent on the line within two seconds of the greeting.
- Call dispositionThe label recorded when a call ends, such as connected, no answer or callback.
- Local presence dialingShowing a caller ID with the same area code as the person being called.
- STIR/SHAKENThe framework US carriers use to sign and verify the caller ID on phone calls.
- CNAMThe caller ID name shown with a phone number, looked up by the receiving carrier.
- Progressive dialerA dialer that places the next call automatically when an agent becomes free, one line per agent.
- Parallel dialerA dialer that rings several numbers at once for one rep and connects the first person who answers.
- Connect rateThe share of outbound calls that reach a live person.
- FeaturesWhat each Rapidialer feature does, how it works, and its limits.
- Twilio dialerWhat a Twilio dialer is, the ways to get one, and what calling through Twilio costs.
How the terms fit together
Dialers differ in how many calls they place for each rep. A preview dialer waits for the rep to click, a power dialer calls one number when the rep is ready, and a predictive dialer calls several numbers per available agent, which is where abandoned calls come from.
Caller ID has its own vocabulary. Local presence shows a number with the lead’s area code, STIR/SHAKEN lets carriers verify the number is really yours, and CNAM is the name that may appear with it. After the call, a call disposition records what happened.
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