Telecom Definitions & Terminology

This article provides definitions for common telecommunications terms you may encounter when working with our team or submitting support requests.

General Networking

Bandwidth The maximum amount of data that can be transmitted over a network connection in a given amount of time. Typically measured in Megabits per second (Mbps) or Gigabits per second (Gbps).

Latency The time it takes for data to travel from one point to another across a network. Lower latency results in faster, more responsive connections. Measured in milliseconds (ms).

IP Address (Internet Protocol Address) A unique numerical label assigned to each device connected to a network. Used to identify and communicate with devices. Can be either IPv4 (e.g., 192.168.1.1) or IPv6.

DNS (Domain Name System) A system that translates human-readable domain names (e.g., www.example.com) into IP addresses that computers use to identify each other on the network.

Firewall A network security device or software that monitors and controls incoming and outgoing network traffic based on predetermined security rules.

Connectivity Types

VoIP (Voice over Internet Protocol) A technology that allows voice calls to be made over the internet rather than traditional phone lines. Common examples include Microsoft Teams Calling and RingCentral.

PSTN (Public Switched Telephone Network) The traditional circuit-switched telephone network — the global system of interconnected telephone lines, cables, and switching centers used for standard phone calls.

SIP (Session Initiation Protocol) A signaling protocol used to initiate, maintain, and terminate real-time communication sessions, including voice and video calls over IP networks.

PRI (Primary Rate Interface) A telecommunications standard for carrying voice and data transmissions between a network and a user. A PRI line typically supports up to 23 simultaneous calls.

DID (Direct Inward Dialing) A service that allows a company to assign individual phone numbers to each employee or department without requiring separate physical phone lines for each.

Hardware & Infrastructure

PBX (Private Branch Exchange) A private telephone network used within a company. Allows internal communication between employees and manages inbound and outbound calls. Can be physical (on-premise) or cloud-based (hosted PBX).

SBC (Session Border Controller) A device used in VoIP networks to control the signaling and media streams involved in setting up, conducting, and tearing down calls. Acts as a security and interoperability layer.

Router A networking device that forwards data packets between computer networks, directing internet traffic from your ISP to devices on your local network.

Switch A networking device that connects devices within a local area network (LAN) and uses MAC addresses to forward data to the correct destination.

PoE (Power over Ethernet) A technology that allows network cables to carry electrical power, enabling devices such as IP phones and wireless access points to be powered through their network connection.

Service & Billing Terms

SLA (Service Level Agreement) A formal agreement between a service provider and a client that defines the expected level of service, including uptime guarantees, response times, and resolution targets.

MRC (Monthly Recurring Charge) The fixed amount billed to a customer each month for ongoing services such as internet access, hosted phone lines, or managed services.

NRC (Non-Recurring Charge) A one-time fee associated with the setup, installation, or activation of a service.

MPLS (Multiprotocol Label Switching) A high-performance networking technology that directs data from one node to the next based on short path labels rather than long network addresses. Commonly used in enterprise WAN connections.

Uptime The percentage of time a service or system is operational and available. For example, 99.9% uptime means the service is down no more than approximately 8.7 hours per year.

Support & Troubleshooting

Ticket A record created in the help desk system to track a support request or issue from submission through to resolution.

Escalation The process of forwarding a support ticket to a higher level of technical expertise when the issue cannot be resolved at the current support tier.

RMA (Return Merchandise Authorization) A process that allows a customer to return defective or malfunctioning hardware to the provider for repair or replacement.

NOC (Network Operations Center) A centralized location from which IT professionals monitor, manage, and maintain a telecommunications network.

If you have questions about any of the terms listed above or need further clarification, please submit a support ticket and our team will be happy to assist.