Glossary
Plain-English definitions of the CRM and technical terms used in these docs. Anywhere you see a dotted-underlined word, hover or tap it for the same quick definition.
- click-to-dial
- Click a phone number in the CRM and it places the call for you through the phone system — no dialing by hand.
- CRM
- Customer Relationship Management — software that keeps track of your customers: their details, your history with them, and the sales, support and billing tied to each one.
- DID
- Direct Inward Dial — a phone number that reaches your business from the outside world.
- DKIM
- An email signature that proves a message genuinely came from your domain, so it isn't treated as spam.
- GDPR
- The European data-protection law giving people rights over their personal data (access, deletion, consent).
- HIPAA
- The US healthcare privacy law that governs how patient information must be protected.
- HMAC
- A cryptographic signature that lets the receiver verify a message really came from you and wasn't tampered with.
- IMAP
- The internet standard email programs use to read messages from a mailbox on a server.
- JWT
- JSON Web Token — a signed token your app receives when it logs in and sends on each request to prove who it is.
- lead
- A potential customer you've made contact with but haven't yet turned into a sale.
- multi-tenant
- One installation that cleanly serves several separate organizations, each seeing only its own data.
- Party
- VoicerCRM's flexible customer record. One 'Party' can be a person OR an organization, so contacts, companies, patients and vendors all share one shape — no separate tables to juggle.
- PBX
- The business phone system — VoicerOnePBX. The CRM works hand-in-hand with it so calls and customer records connect automatically.
- PCI-DSS
- The security standard for handling credit-card data safely.
- PHI
- Protected Health Information — patient data that healthcare privacy law (HIPAA) requires you to safeguard.
- pipeline
- A visual board of your deals as they move through sales stages, from first contact to closed-won.
- PostgreSQL
- A powerful, widely-used open-source database that stores all your CRM data.
- RBAC
- Role-Based Access Control — each user has a role (agent, manager, executive…) that decides what they can see and do.
- Redis
- A fast in-memory store used to cache information so the system responds quickly.
- screen-pop
- When a call comes in, the caller's record automatically pops up on the agent's screen — so they answer already knowing who's calling and their history.
- SLA
- Service Level Agreement — a promise about how quickly a support ticket will be answered or resolved.
- SMTP
- The internet standard for sending email.
- SPF
- A DNS record listing which servers may send email for your domain — another anti-spoofing check.
- Vapor
- A popular framework for building web servers in the Swift programming language — what VoicerCRM's server is built on.
- webhook
- A way for the CRM to notify another program instantly when something happens, by sending it an HTTP message.