Agency: A customer or entity using answering services.
Account: A single site/profile of schedules, greetings, menus, and agent groups. An agency must have at least 1 account/site.
Agent/Urgent Box – A representative of the agency who can be set on-call and added to one or more Agent Groups.
Agent On-Call: The agent who is actively on-call in a particular group. It is possible for an agent to be on-call in one group and not on-call in another.
Agent Group: A set of agents within an Account. Only one agent can be on-call at a time within a single group. An agent can be a member of multiple groups.
Caller: A person calling the agency while answering services are enabled. This would be a patient, customer, etc dialing into the Forwarding Line.
Non-Urgent Box: A message box for callers to leave messages to be checked by the agency as needed. Can be checked by one or more agents. May have email reminders enabled.
InstaConnect: A feature that gives the caller the ability to patch directly to the Agent On-Call.
DISA Line: The line your agents/admins call into to check boxes, set on-call, and enable greetings.
Spoofing Line: The line that shows up to callers when the Agent calls the caller back.