IT & Telecoms Jargon Buster: Voice & IP Communications

The IT, communications and cloud industry is peppered with technical jargon and confusing acronyms that can be difficult to get your head around. That’s why we’re creating a series of handy guides, explaining all the specialist terms that you need to know for a successful future in the Channel.

Following our Connectivity guide, we’re delighted to share our Jargon Buster covering all things Voice and IP Communications.

Auto Attendant

Also known as Virtual Receptionist, it allows callers to be automatically transferred to an extension without the intervention of an operator.

Business Continuity

Enables businesses to continue to digital operations when faced with an unexpected incident such as a natural disaster or human error.


The ability to call a number at the click of a button.

Cloud Telephony

Another term for VoIP, a telephony solution that relies on Cloud-based IP networks instead of on-site hardware, enabling users to make calls over the internet.


The merging of voice and data to create a collaborative digital working environment.

Customer Premises Equipment (CPE)

On-site hardware that facilitates IT and communications solutions, often used to refer to a PBX.

Computer Telephony Integration (CTI)

A term for any technology that allows communications via both telephones and computers to be coordinated.

Direct Routing

Enables users to make calls within Microsoft Teams, using a SIP trunk to route the calls over the internet and connect the call to either an analogue, digital or VoIP line.


Usually a hardware solution such as an IP, analogue or conference phone. Can also refer to softphones or UC clients.

Fixed Mobile Convergence (FMC)

Seamless connectivity between fixed and mobile telecommunications, enabling users to switch between wired and wireless networks.

Hosted Telephony

See VoIP.

Hosted Voice

See VoIP.

Hunt Groups

A group of pre-defined extension numbers that allows incoming calls to connect to the first available user.

HV.Select (HVS)

The VoIP solution from Digital Wholesale Solutions.

Instant Messaging (IM)

Real-time communication using text-based messages over the internet.

IP Communications

A general term used to refer to Voice over IP and SIP communications.

IP Telephony

See IP Communications.

IP Voice

See IP Communications.


The time is takes for a caller’s voice to be transmitted to the endpoint.


Using VoIP, analogue voice signals are converted into data packets to be sent digitally, over the internet.

Packet Loss

When the data packets are lost in transmission, resulting in poor call quality. This can be caused by an inadequate network connection.

Private Branch Exchange (PBX)

A private telephone system used within an organisation that switches calls between users, allowing multiple users to share a number of external phone lines. Require on-site hardware.

Public Switched Telephone Network (PSTN)

The traditional circuit-switched telephone network using underground copper wires. Openreach will be switching off the PSTN in 2025, meaning all businesses must transition to VoIP.

Session Initiation Protocol (SIP)

A signalling protocol that packages voice into data packets, enabling them to be sent via the internet to a SIP Trunking provider’s IP calling network and then out to the Public Switched Telephone Network (PSTN).

SIP Trunking

A technology that gives users the ability to make and receive IP calls without completely replacing their on-site PBX.


A software application on either a desktop or mobile device that allows users to utilise IP telephony.


Voice software that imitates a VoIP phone.

The Cloud

A global network of remote servers, designed to either store and manage data, run applications or deliver content. The Cloud allows users to access files and data from any internet-capable device, from anywhere.

Unified Communications (UC)

UC represents an interconnected system of communications services, including IM, VoIP and email providing a unified interface across multiple devices.

Unified Communications & Collaboration (UC&C)

Integration of multiple communications channels that enables seamless communication and collaboration across a business.

Unified Communications as a Service (UCaaS)

UCaaS integrates multiple communications solutions through a Cloud model, on a monthly subscription.

Voicemail to Email

Voicemail messages are forwarded to the user’s email inbox.

Voice over IP (VoIP)

An IP telephony solution that allows users to make voice calls over an internet connection. A VoIP solution works by taking analogue voice signals, converting them into digital signals and sending them as data over a means of internet access.

Wholesale Line Rental (WLR)

WLR allows Channel providers to offer their own branded service to end users using the Openreach network.

Click to find out more about the Voice and IP Communications solutions on offer from DWS or get in touch with us now to discuss your requirements.

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