Glossary - Get2Dial

Every term used across the Get2Dial docs, in one place.

Terms

Term	Definition
After-call work	The Wrap-up agent state that follows a call, used to record a disposition or finish notes before taking the next one.
Agent	A user who takes or places calls. Distinct from user, which refers to anyone with a login regardless of role.
AMD (answering machine detection)	A per-campaign setting that classifies each connected call as a human or a machine answer before deciding whether to bridge it to an agent. See How the dialer paces calls.
Audit log	The record of who changed a user, role, or workspace setting, and when. See Search the audit log.
Business hours schedule	A weekly schedule of open and closed windows, plus holidays, in its own time zone. See Create a business hours schedule.
Caller ID rule	A rule that routes an inbound call to a destination based on the caller’s number, evaluated before the phone number’s own routing rule. See Route inbound calls by caller ID.
Calling hours	The time windows a campaign is allowed to dial in, evaluated in each lead’s own time zone. See Calling hours.
Campaign	An outbound dialing job: a dial mode, a lead list, assigned agents, and dispositions. See Outbound and dialer.
Capability	A fine-grained permission (none, read, or write) on a specific resource, such as carriers or recordings. Roles are a starting set of capabilities. See Roles and permissions.
Carrier	Your SIP trunk connection to the phone network. See Connect a SIP carrier.
CDR (call detail record)	The record Get2Dial creates for every call — who called whom, when, how long, and how it ended. See Call detail records.
Custom role	A named, reusable set of capabilities you define, assignable to any user in place of a built-in role. See Roles and permissions.
Dial mode	The setting that decides who initiates each outbound call and how far ahead of agent availability the dialer works: preview, progressive, power, or predictive. See Dial modes.
Disposition	The outcome an agent records at the end of a call, which decides whether the lead is retried, closed, or suppressed. See Dispositions.
Disposition list	A named, reusable set of dispositions you assign to a campaign instead of picking codes one by one. See Create a disposition list.
DNC (do not call)	Get2Dial’s workspace-wide suppression list. A number on it is never dialed by any campaign. See DNC lists.
Edge trust	The computed status showing whether a phone number is actually trusted for inbound calls, based on its carrier’s direction, status, and approval. See Add a phone number.
Entitlement	A limit or allowance granted by your plan. See Limits and quotas.
IVR (interactive voice response)	A phone menu that routes a caller based on the digits they press. See IVR menus.
Lead	A contact record in a campaign’s lead list, dialed by the campaign. See Lead fields.
Lead list	A named, imported set of leads with its own presented caller ID, scoped to a campaign. See Import a lead list.
MFA (multi-factor authentication)	A second verification step at sign-in, beyond a password — a code from an authenticator app or a Duo push. See Turn on multi-factor authentication.
Outbound route	The rule that decides which carrier sends a given outbound call, matched by dialed prefix or pattern. See Add an outbound route.
Phone number	A number in your workspace that can send or receive calls. See Add a phone number.
Predictive dialing	The dial mode that estimates how many calls to place from recent connect-rate data, so an agent is free right as a call connects. See Dial modes.
Preview dialing	The dial mode where an agent reviews a lead and confirms before the call is placed. See Dial modes.
Queue	A holding point that distributes inbound calls to member agents by a strategy (round robin, least busy, or skills-based). See Queues.
Recording	An audio capture of a call, turned on or off per campaign. See Call recordings.
Registration	The live record of a device or softphone being reachable at a given address, refreshed periodically. See Connect a device and check registration.
Reset profile	A reusable set of criteria that selects closed or stale leads and returns them to Fresh. See Recycle and reset leads.
Ring group	A set of agents rung together (simultaneously or in sequence), simpler than a queue — no strategy or membership priority. See Create a ring group.
Role	A starting set of capabilities assigned to a user: agent, supervisor, or admin, or a custom role you define. See Roles and permissions.
Routing rule	The rule that connects a phone number to a destination — a queue, IVR menu, ring group, voicemail box, or extension. See Route an inbound number.
Scorecard	A named, weighted set of questions used to score a recorded call. See Create a scorecard.
Script	A talk-track agents see during a call, with placeholders that fill in from the lead’s own data. See Create an agent script.
Session policy	Workspace-wide rules for how long a sign-in stays valid, how long it can sit idle, and how many devices a user can be signed in on at once. See Set a session policy.
SIP domain	The hostname your softphones and desk phones register against. Get2Dial provisions one per workspace. See SIP domains.
Skill	A free-text tag on an agent, matched against a queue’s required skills under the skills-based strategy. See Add queue members and skills.
SSO (single sign-on)	Signing in through your organization’s identity provider instead of a Get2Dial password. Get2Dial supports OIDC identity providers. See Require single sign-on.
Subscriber	A set of SIP credentials (username, password, domain) a device registers with. Every user gets one automatically; you can add extra subscribers for shared devices. See Connect a device and check registration.
User	Anyone with a Get2Dial login, regardless of role. See Invite users.
Voicemail box	A destination that records a message when nobody answers. See Create a voicemail box.
Wallboard	The live, read-only view of queue depth, agent state counts, and service level. See Use the wallboard.
Workspace	Your organization’s Get2Dial account.

Metric definitions

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