Glossary

The vocabulary, without the sales pitch.

Every term defined completely in one paragraph, so you can read one and stop.

Task Agent

A Task Agent is a background AI agent that runs an ongoing job around the phone calls rather than on them — mining a client book for slipped contacts, allocating leads, auditing calls, reporting on what converts, chasing reviews.

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Business-event trigger

A business-event trigger is a link between an event in a company's own systems — a deal changing stage, an invoice failing, a form email arriving — and an action taken by a voice platform, such as placing a call.

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AI voice agent

An AI voice agent is software that holds a real spoken phone conversation — listening, understanding, and replying in a synthetic voice — in place of a human operator.

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AI receptionist

An AI receptionist is an AI voice agent deployed on a business's inbound phone line to answer calls that staff cannot — overflow when every line is busy, after-hours, weekends and surges.

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Speed to lead

Speed to lead is the elapsed time between an enquiry arriving — a web form, a portal enquiry, a missed call — and the business making first contact with that person.

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Warm transfer

A warm transfer is a call handover where the person receiving the call is briefed before they take it.

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Do Not Call Register

The Do Not Call Register is an Australian government register, administered by ACMA under the Do Not Call Register Act 2006, on which individuals and businesses can list numbers they do not want to receive unsolicited telemarketing calls on.

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Answer latency

Answer latency is the delay between a caller finishing speaking and an AI voice agent beginning its reply.

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Hunt group

A hunt group is a phone system feature that rings a set of numbers when a call comes in to a single line, either in sequence or all at once, until someone answers.

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Cloud phone system

A cloud phone system is a business telephone service delivered over the internet rather than through on-premise hardware or traditional fixed lines.

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Client reactivation

Client reactivation is the practice of systematically contacting past or dormant customers already in a business's own records — rather than buying new leads — to bring them back.

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Lead qualification

Lead qualification is the process of establishing whether an enquiry is worth a salesperson's time, by checking it against defined criteria — typically budget, need, decision-making authority and timeframe — before it reaches the sales team.

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