Glossary
Glossary
In our glossary, you can learn more about communication and telephony-related terms
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010 numbers
An 010 number is a geographically independent, nationwide phone number often used by businesses operating across Sweden.
010 numbers
0-10
020 numbers
An 020 number is a geographically independent number where the caller calls for free and the company pays for the call. Common among businesses and public bodies.
020 numbers
0-10
3Koppla
3Koppla unifies telephony and PBX. lynes offers more freedom, AI assistance, and personal support.
3Koppla
0-10
3VĂ€xel
3VĂ€xel is a mobile phone system for businesses from Tre that helps you reduce missed calls and increase customer satisfaction.
3VĂ€xel
0-10
5G
5G is the fifth generation of mobile networks, the latest wireless standard that replaces 4G with higher speed, lower latency and greater capacity.
5G
0-10
6G
6G is the sixth generation of mobile networks, the successor to 5G, expected to bring higher speed, lower latency and greater sustainability around 2030.
6G
0-10
ACD (automatic call distribution)
Automatic call distribution routes incoming calls to the right agent or group by rules you set. The heart of a contact center.
ACD (automatic call distribution)
AI agent
An AI agent is a virtual assistant that uses artificial intelligence to automate calls, chats and cases, around the clock.
AI agent
A-D
AI customer service
AI customer service means artificial intelligence is used to handle and streamline customer service, often through voice or chat based AI agents.
AI customer service
A-D
AI operator
An AI operator is a voice driven AI agent that answers calls, interprets what is said and routes onward, just like a human telephonist.
AI operator
A-D
AI receptionist
The AI receptionist is a digital voice assistant that takes calls, greets, routes onward and answers common questions, without you having to staff the switchboard.
AI receptionist
A-D
AI support agent
An AI support agent is a digital assistant that handles support requests automatically via chat, with an understanding of both language and context.
AI support agent
A-D
Answering service
An answering service is a service where an external company or system receives and handles incoming calls on behalf of your business.
Answering service
Q-T
Average handle time (AHT)
Mean time a customer case takes, including talk, hold and after call work. A key efficiency metric in customer service.
Average handle time (AHT)
Bring Your Own Carrier
BYOC is a model where companies use their own carrier for telephony while running the phone system in the cloud via a UCaaS or CCaaS solution.
Bring Your Own Carrier
A-D
Callback
Callback lets customers skip the phone queue. They keep their place in line and get called back when it is their turn.
Callback
A-D
Call queue
Keeps waiting calls in order when everyone is busy and connects them in turn to the next available agent.
Call queue
Codec
A codec is a technology that converts audio into data packets and back again, central to enabling voice calls over the internet within UCaaS solutions.
Codec
A-D
Conversation Intelligence
Conversation Intelligence is the technology where AI analyses calls and chats to detect patterns, topics, emotions and actions, and generate valuable insights.
Conversation Intelligence
A-D
Copilot
An AI Copilot is a support tool that works side by side with the user in real time, suggesting actions, summarising calls and automating parts of the workflow.
Copilot
A-D
CPaaS
CPaaS stands for Communications Platform as a Service, a cloud based platform where businesses add communication features to their own apps via APIs.
CPaaS
A-D
DECT
DECT, Digital Enhanced Cordless Telecommunications, is a leading standard for wireless telephony, used in both home phones and professional environments.
DECT
A-D
eSIM
An eSIM is a built in digital SIM card that replaces the physical card and lets you switch carrier and profile directly in the device.
eSIM
E-H
Fixed Mobile Convergence (FMC)
Fixed Mobile Convergence or FMC is a telephony technology aimed at integrating mobile telephony with a company's traditional landline switchboard... â
Fixed Mobile Convergence (FMC)
Fixed telephony
Fixed telephony, or landline, is a communication system where voice calls travel through physical cables, a technology now replaced by mobile and internet based telephony.
Fixed telephony
E-H
Forward calls on a mobile
Forwarding calls on a mobile means calls that would have reached the mobile are sent to another phone number instead.
Forward calls on a mobile
U-Z
Help center
A help center is a digital place where users find answers to common questions, guides and solutions without having to contact support directly.
Help center
E-H
Indoor coverage
Indoor coverage is the quality of the mobile signal inside buildings. It is affected by building materials and architecture and can be improved with the right technology.
Indoor coverage
I-L
Internet of Things (IoT)
The Internet of Things (IoT) is the network of physical devices, from household appliances to industrial machines, that collect and share data over the internet.
Internet of Things (IoT)
I-L
IP telephony for business
IP telephony for business is a modern form of telephony where calls travel over the internet instead of the traditional phone network.
IP telephony for business
I-L
Knowledge Base
A Knowledge Base is a structured knowledge bank with guides, FAQs and troubleshooting, created to give both customers and support teams quick answers.
Knowledge Base
A-D
Mobile Extension (MEX)
Mobile Extension (MEX) is a technology that integrates mobile telephony with the company phone system, so mobile calls get the same features as fixed ones.
Mobile Extension (MEX)
M-P
Mobile First
Mobile First is a philosophy where the mobile always comes first, in both design and function. It is about building services that work perfectly right on mobile.
Mobile First
M-P
Number porting
Move your phone number to a new operator and keep it. Applies to fixed and mobile numbers, often done within one business day.
Number porting
M-P
Omnichannel
Omnichannel means all communication channels are connected and presented consistently, so the customer gets the same experience whatever the channel.
Omnichannel
M-P
Presence
Presence shows in real time whether a person is available and helps both colleagues and AI agents route calls to the right place.
Presence
M-P
Roaming
Roaming means users can connect to other mobile networks, abroad or where their operator has no coverage, to call, text and use data.
Roaming
Q-T
Service level
Share of calls answered within a target time, often 80/20. Shows availability better than average answer time.
Service level
SIP trunk
Virtual phone line connecting your system to the network over the internet. Replaces physical lines, scales in capacity and lowers cost.
SIP trunk
Q-T
Softphone
A softphone is a software based phone that lets you make and receive calls over the internet, without a physical desk phone.
Softphone
Q-T
Tele2 VĂ€xel
Tele2 VĂ€xel, also called Tele2 Allround, is a mobile phone system for businesses of all sizes with a flexible range of services and web admin.
Tele2 VĂ€xel
Q-T
Telenor One X
Telenor One X is a cloud based phone system for businesses that want to handle incoming calls directly from mobile, without fixed switches.
Telenor One X
Q-T
Telia Smart Connect
Telia Smart Connect is a cloud based phone system from Telia that helps businesses streamline communication with several smart features.
Telia Smart Connect
Q-T
WebRTC
WebRTC is an open technology that lets you call, chat and run video meetings directly in the browser, with no plugins or apps.
WebRTC
U-Z
Work From Home (WFH)
Work From Home (WFH), also known as remote work, means working from home instead of from a traditional workplace.
Work From Home (WFH)
U-Z
Wrap-up time
Wrap-up time, or after call work, is the time after a call when the agent is unavailable for new calls in order to document and follow up.
Wrap-up time
U-Z
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Frequently asked questions and answers
Here we have collected the most frequently asked questions about lyne's features, pricing and support. Can't find the answer to your question? Do not hesitate to contact our customer service and we will be happy to help you further!
A selection of our customers
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