The words that turn up in Wildix screens, in our replies to you, and in this knowledge base, in plain language.
The words that turn up in Wildix screens, in our replies to you, and in this knowledge base, in plain language.
Products and apps
| PBX |
Your phone system. Yours runs in our cloud, so there is no box in a cupboard. |
| WMS |
Wildix Management System, the administration interface behind your phone system. What you can do in it depends on the rights your account has. |
| Collaboration 7 |
The app people work in day to day: calls, chat, presence, video meetings. |
| x-bees |
The conversation-centred app, built around customer contact rather than internal calling. |
| x-hoppers |
The retail product: headsets on an always-open broadcast channel across a shop floor. |
| x-caracal |
Call centre reporting: queues, agents, waiting times. |
| Kite |
The widget on your website that lets a visitor call or chat you from the page. |
| Wilma AI |
Wildix's AI that acts rather than reports: qualifying what comes in, booking meetings, following up and writing into your CRM. It is built from voice and chat agents. The assistant that summarises a conversation for you is a separate thing. |
| Integrations Hub |
The bridge that connects your phone system to two hundred or so CRM and business systems. Needs CLASSOUND Pro. |
| Bubble |
The small desktop app that comes with the Integrations Hub. It raises the call pop-up and has to be running. |
| AI units |
How AI use is counted across your company: transcription, voice agents and assistants all draw on the same allowance. |
| Service |
A licence type that cannot register a phone or sign in anywhere. It exists for things that are not devices, such as park orbits. |
Calling and numbers
| Extension |
The short internal number for a person, a group or a service. |
| DID or DDI |
A public number that reaches a person or team directly, without going through reception. |
| Dial plan |
The routing rules that decide where a call goes. We build and maintain this for you. |
| Call group |
A set of people a single number rings, in a chosen order or all at once. |
| Timetable |
Your opening hours, used to route calls differently outside them. |
| IVR |
The menu a caller hears: press 1 for sales, 2 for support. We build these for you. |
| Trunk |
The connection between your phone system and the public network. |
| Multi Carrier Trunks |
Our own trunks, connected to more than one carrier so traffic can move if one has trouble. Most of our customers use these. |
| CLASSOUND |
Wildix's own worldwide calling service, used where numbers are needed in many countries and for features such as SMS. |
| Porting |
Moving an existing number from another provider to us, keeping the number. |
| CNAM |
The name shown next to your number on the receiving phone. |
| Sender ID |
The name that appears as the sender of an SMS instead of a number. |
| SIP |
The standard that carries calls over the internet. It turns up in error messages more often than in conversation. |
| WebRTC |
The technology that lets a browser make calls without any plugin. It is why Collaboration works in a tab. |
| CTA |
Call termination area. Which of these a country sits in decides whether calls there come out of your bundle or are charged by the minute. |
| Virtual DID |
Two things go by this name: a number that routes your existing numbers through CLASSOUND without porting them, and a local number in a country where you have no office. Worth saying which you mean. |
| CDS |
Company Data Storage. The space your recordings, voicemail and transcriptions live in, and what decides how long they can be kept. |
Words you will meet in reports
| Presence |
Whether someone is available, away, busy or reachable by phone. The busy state is labelled DND on a Wildix desk phone and busy in Collaboration 7; same state, two names. |
| Wrap Up |
The state an agent is in just after a call, finishing notes before the next one arrives. |
| Abandoned call |
A caller who hung up while waiting, before anyone answered. |
| Service level |
The target you set for answering within a given time, and the percentage you reach. |
| CDR |
Call detail record. One line per call, and the raw material behind every report. |
| CDR-View |
The reporting tool that reads those records, where KPIs and alerts are set up. |
See also
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