IVR Glossary

Plum Voice's comprehensive documentation of IVR concepts, topics, and terminology.

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Cache
A cache is a temporary storage area where data that is accessed constantly can be stored for quick access. The caching feature of the Plum IVR operates like a proxy cache. However, for on-site Plum IVR systems, this caching feature must be enabled or else nothing will be cached.   Read more...See also: Proxy Server
Call Completion Rate
The term, call completion rate, refers to the total number of successfully completed inbound or outbound calls versus the total number of calls that were placed or received.   Read more...See also: Abandoned Call
Call Transfer
In telecommunications, call transferring is a technology that allows a party to transfer an ongoing call along to an attendant, extension, IVR system, or a message recording service.   Read more...
Callee type detection
Callee type detection is a feature for the Plum IVR Outbound System that is used to figure out whether the receiving end that picks up an outbound call (the “callee”) is a human or an answering machine. For outbound calls that are not picked up, callee type detection marks whether the failed call is a result of going to a fax machine, getting a busy signal, getting a no answer, or going to an operator.   Read more...
Calling Campaign
A Calling Campaign is used to contact a specific population over the phone by placing a series of outbound calls through an interactive voice response system (IVR).   Read more...See also: Interactive Voice Response
Catch
The catch element associates a catch with a document dialog, or form item.   Read more...See also: Error Handling
Channel
In telecommunications networking, a communications channel acts as both a physical transmission medium (ex. the physical connection between initiating and terminating nodes of a circuit) or as a path for conveying signals and data from one point to another (ex. electrical or electromagnetic signals).   Read more...
Child tag
VoiceXML, which is an XML format, is structured as a tree of elements, or text enclosed in markup tags. Nesting tags creates a hierarchy of elements that is traversed by the Plum VoiceXML platform to direct your callflow. A child tag is a tag that is enclosed by another tag. VoiceXML has limitations on the valid types of child tags for each VoiceXML tag.   Read more...
Choice
The choice element serves several purposes: It specifies a speech and/or dtmf grammar fragment that determines when that choice has been selected, the contents are used to form the prompt string, and it specifies the URI to go to when the choice is selected.   Read more...See also: Menu
Clear
In VoiceXML applications, the clear element is used to reset one or more form items.   Read more...
Completetimeout
The completetimeout property determines the length of silence required following user speech before the recognizer finalizes a result.   Read more...See also: Incompletetimeout
Confidencelevel
Confidencelevel is a VXML property that specifies the speech recognition confidence level.   Read more...See also: Property
Cookie
Cookies go by several different names including HTTP cookies, web cookies, and browser cookies. Cookies allow for an information exchange between a website and a user's browser.   Read more...
Country Code
The country code in telephone dialing is represented as a three-digit number.   Read more...
CSV
CSV stands for comma-separated values which is a file format that is used to store tabular data in plain texts.   Read more...

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Term of the Day

Maxspeechtimeout
The maxspeechtimeout property indicates the maximum duration of users speech input.
See also: Property, Tag, VoiceXML