GLOSSARY

Plain-English definitions of the Webex Calling terms you'll see when you work with PeachComm. Some features depend on your plan, so ask your PeachComm team what's included.

A

Anonymous Call Rejection: Blocks calls from callers who hide their caller ID.

Auto Attendant: A virtual receptionist that greets callers and routes them by menu choice or extension. It can follow business hours, after-hours and holiday schedules.

AI Receptionist: An AI attendant that answers around the clock in natural conversation, answers common questions from your company information, and sends callers to the right person or team. Available as an add-on on PeachComm plans.

B

Barge-In: Lets a permitted user (often a supervisor) join a call already in progress. A warning tone is optional. On Customer Assist, barge and coach are built into the supervisor tools; on other licenses they may use feature access codes.

Business Continuity (Call Forward Not Reachable): Sends calls to a backup number automatically if your phones are offline, for example during a power or internet outage.

Busy Lamp Field (BLF): Phone buttons that show whether coworkers are idle, busy or on Do Not Disturb, with one-touch call or transfer.

C

Call Forwarding: Sends calls to another number or to voicemail: always, when busy, when there's no answer, or by rules such as caller, time or day (Selective).

Call History: A record of incoming, outgoing and missed calls in the Webex App, on your phone and in User Hub. Click any entry to call back.

Call Park & Retrieve: Put a call on hold so you or a coworker can pick it up from any phone. Group Call Park parks the call on the next available group member.

Call Pickup: Answer a coworker's ringing phone from your own. Directed Call Pickup targets one specific extension.

Call Queue: Holds incoming callers in line, with greetings, hold music and position or wait-time messages, until an agent is free. Basic call queues support up to about 50 agents and 125 calls waiting. Customer Assist raises capacity (up to about 500 agents / 250 waiting) and adds agent and supervisor tools. Includes reporting on queues and agents.

Call Recording: Records calls for compliance, training and quality review. Webex Call Recording is the default and is included on all PeachComm plans, with storage and playback managed by your administrator. Dubber Go (short-term storage) is also available and is listed alongside Webex Call Recording on PeachComm's plans comparison.

Call Transfer: Move a live call to another person or number. Attended (consult) lets you speak to the recipient first; blind sends the caller straight through; semi-attended rings the target and completes when they answer.

Caller ID (Inbound / Outbound): Shows the caller's name and number on incoming calls. On outgoing calls, you choose what others see: a user's direct number, the main company number, or a blocked ID.

Cisco Room Devices: Cisco Webex room systems (RoomOS) for conference rooms and shared spaces—video, content sharing and calling that pair with the Webex App and Webex Calling. PeachComm can provision these alongside desk phones.

Closed Captions & Transcripts: On-screen captions during meetings, plus searchable transcripts after (and, on supported plans, live transcription). Premium meetings include captions, transcripts and related AI tools; live call summaries and transcription are available on calling plans as noted on the comparison.

Cloud Meeting Recording: Saves a meeting recording in the cloud so the team can play it back later. On PeachComm's comparison, Premium includes cloud meeting recording (with org storage limits); Standard and Customer Assist typically use local recording unless upgraded.

Coach (Supervisor): Lets a supervisor whisper guidance to an agent during a live call without the customer hearing. Usually paired with silent monitor and barge on Customer Assist.

Control Hub: Cisco's web portal for managing Webex Calling: users, numbers, phones, locations and features. PeachComm can manage it for you, or your administrator can manage it directly.

Customer Assist: PeachComm's contact-center–style license on Webex Calling. It includes calling, chat and meetings plus a dedicated agent and supervisor experience: wrap-up codes, screen pop, live queue stats, silent monitor, barge and coach, and larger queue capacity than a basic call queue.

D

Do Not Disturb: Sends incoming calls straight to voicemail or busy treatment until you turn it off.

E

Emergency Calling (E911): 911 calls carry a dispatchable location (for example building and floor) and a callback number, as U.S. rules require. PeachComm provides guidance on 911 setup during deployment. Keeping emergency addresses accurate is ultimately the customer's responsibility.

Enhanced AI (Webex Enhanced AI): An optional AI add-on for deeper insights (for example call sentiment for supervisors and related analytics). Availability and timing follow Cisco's roadmap; ask PeachComm what's enabled on your account.

Executive / Executive Assistant: Lets assistants screen, answer and place calls for an executive, based on the executive's rules and schedules.

Extension Dialing: Call coworkers by extension. Extensions can be 2–6 digits, set by your administrator.

F

Fax (ATA / T.38): Connects existing fax machines and other analog devices to Webex Calling through a Cisco analog telephone adapter (ATA).

Feature Access Codes (FACs): Star codes (for example *72) that turn features on or off from any phone keypad.

H

HD Voice: High-definition audio on Webex Calling calls, for clearer conversations than traditional narrowband phone lines.

Hot Desking / Hoteling: Sign in to a shared phone and get your own number, settings and voicemail for that session.

Hunt Group: Rings a group of users all at once, in order, or in rotation until someone answers.

L

Live Call Summaries: AI-generated summaries and transcription of live calls so you can catch key points without taking notes. Available across PeachComm calling licenses as shown on the plans comparison; sharing summaries with teammates is supported where enabled.

Live Queue Stats: Real-time views for supervisors—calls in queue, longest wait, agents available, idle or unavailable—so you can manage staffing during the day. Included with Customer Assist.

Location: A physical site in Webex Calling. Each location has its own numbers, emergency address, schedules and features.

Location Routing Prefix: A short code that lets users at different locations call each other by prefix plus extension.

M

Meetings AI Assistant: AI helpers during and after meetings on Premium: catch-me-up summaries, action items, chapters, and related Q&A about the meeting. Language support and post-meeting summaries/transcripts follow your plan.

Messaging AI: AI tools in Webex messaging: space summaries, rewrite a message, and translate messages. Included on Standard, Premium and Customer Assist (not Basic).

Microsoft Teams Integration: Make and receive Webex Calling calls from inside Microsoft Teams, keeping your business number and calling features. Works on every PeachComm user license.

Multiple Line Appearances / Shared Lines: Show one number on several phone buttons or devices, so teams can answer, hold and pick up shared lines.

Music on Hold: Default or custom music or announcements while callers are on hold, set per location or queue.

N

Number Porting: Moving your existing phone numbers to Webex Calling. PeachComm handles this for you.

O

Outlook / Microsoft 365 Calling Integration: Place and manage Webex Calling calls from Microsoft Outlook and related Microsoft 365 experiences, so your business number stays consistent from email and calendar workflows.

Outgoing Call Permissions: Rules that allow, block or require an authorization code for call types such as international, toll or premium calls. They can be set per location or per user.

P

Paging Group: One-way announcements to a group of phones by dialing one number or extension.

Privacy: Hides a user from the company directory or from monitoring by coworkers.

PSTN: The public telephone network. It's the connection that lets Webex Calling users call, and be called by, any outside phone number.

Push-to-Talk (Intercom): Call a coworker's phone and have it auto-answer for quick two-way intercom.

S

Screen Pop: Automatically opens customer or ticket information when a queue call arrives, so agents see context before they answer. Included with Customer Assist.

Sequential Ring: Rings a list of your numbers one after another (desk, mobile, home) until you answer.

Silent Monitor: Lets a supervisor listen to an agent's live call without joining the conversation. Often used with coach and barge on Customer Assist.

Simultaneous Ring: Rings several numbers at once. The first one answered gets the call.

Single Number Reach: Use your mobile or other phones as extensions of your business line. Callers see your business number, and you can move calls between devices.

Slido: Built-in meeting polls and Q&A for audience engagement. Included with Premium meetings on PeachComm's comparison.

Spaces (Team Messaging): Persistent chat spaces in the Webex App for team messaging, @mentions, file sharing and collaboration. Included on Standard, Premium and Customer Assist (not Basic).

Speed Dial: Save shortcuts to frequently called numbers on your phone or in the Webex App.

U

Unlimited Business Calling: PeachComm user licenses include unlimited domestic business calling as published on the plans page (fair-use and plan terms apply). Ask PeachComm for details on your account.

User Hub: The self-service portal where users manage their own call settings, voicemail, forwarding and devices. Some admin tasks are available there too.

V

Virtual Line: A phone number and line that isn't tied to one person. You can put it on several devices or users, for example a shared support line.

VLAN: A network setting that separates voice traffic from other data to protect call quality. PeachComm can help set this up during install.

Voicemail: Personal or group mailboxes with custom greetings. Includes visual voicemail in the Webex App (view, play, delete, call back), voicemail to email with audio attachments, and voicemail to text (transcription) so you can read messages without listening. Available on PeachComm calling licenses.

Voicemail Group: A shared mailbox for a team or department.

VoIP: Voice over IP: phone calls carried over an internet or private data network instead of traditional phone lines.

W

Webex App: One app for Windows, Mac, iOS, Android and web. It covers calling, messaging, meetings, screen sharing and presence, and works on its own or with your desk phone.

Webex Attendant Console: A front-desk console for receptionists to screen and transfer calls, monitor many lines and manage queues. It replaces the older Receptionist Client. Available as an add-on on PeachComm plans.

Webex Calling: Cisco's cloud phone system for business. It covers calling, voicemail and advanced call routing across desk phones, computers and mobile devices.

Webex Desk Phones (Cisco MPP & 9800 Series): Cisco IP phones built for Webex Calling. PeachComm also offers Cisco-certified third-party desk and conference phones (including Yealink and Poly) plus Cisco room devices; ask us which models fit your sites.

Webex Go: Puts a business mobile number on the Webex Calling line so mobile calls use your company identity and policies. Available as an add-on on Standard, Premium and Customer Assist.

Webex Meetings / Webex Suite: Hosted video meetings, screen sharing and collaboration in the Webex App. On PeachComm's plans, Standard and Customer Assist host meetings up to about 100 people; Premium hosts up to about 1,000, with larger space meetings, 24-hour meetings, and Premium meeting tools (cloud recording, Slido, captions/transcripts and Meetings AI). Suite bundles combine calling and meetings when you need both together.

Wrap-Up Codes: Short reason codes agents select after a queue call (for example "sales," "support," "billing") so reporting shows why customers called. Included with Customer Assist.

Workspace: A shared device that isn't assigned to a person, such as a lobby, break-room or conference-room phone.