Glossary

CFPB: Consumer Financial Protection Bureau

FTC: Federal Trade Commission

IVR: Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.

KPI: Key Performance Indicator

LNP: Local Number Portability – Ability of a “customer of record” of an existing fixed-line or mobile telephone number assigned by a local exchange carrier (LEC) to reassign the number to another carrier (“Service Provider Portability”), move it to another location (“Geographic Portability”), or change the type of service (“Service Portability”)

NPA: Numbering Plan Area. A fancy way of saying Area Codes

NXX: In a seven-digit local phone number, the first three digits identify the specific telephone company central office code which serves that number. These digits are referred to as NXX where N can be any number from 2 – 9 and X can be any number

ODBC: Open Database Connectivity – is a way of writing software in one program so you can get access to data in another program.

PAN: Primary Account Number

PBX: Private Branch eXchange. Small version of the phone company’s larger central switching office.

PSTN: Public switched telephone network is the aggregate of the world’s circuit-switched telephone networks that are operated by national, regional, or local telephony operators, providing infrastructure and services for public telecommunication.

SOAP: Simple Object Access Protocol. An XTML (Extensible Markup Language) protocol that defines a framework for passing messages between systems over the internet.

SQL: A special-purpose programming language designed for managing data held in a relational database management system

TCPA: Telephone Consumer Protection Act – In general, people who have received telemarketing calls, unsolicited faxes, prerecorded calls, or autodialed calls to cellphones, may bring suit (in your local state court, including in small claims court) against the person making those calls if they violate the TCPA. The statute provides statutory damages, generally from $500 to $1500 for each violation, which are paid to the consumer.

UQACD: Universal Queue Automated Contact Distribution

VoIP: Voice over Internet Protocol: Set of facilities used to manage the delivery of voice information over the Internet.