Topic cluster
Call Operations Glossary
Definitions for call routing, lead intake, after-hours answering, speed to lead, emergency dispatch intake, and AI phone agents.
What Is Call Routing?
Call routing is the process of sending inbound calls to the right person, number, voicemail, answering service, or AI workflow based on time, availability, caller need, or business rules.
What Is Lead Intake?
Lead intake is the process of collecting the information needed to qualify, prioritize, and follow up with a prospective customer.
What Is After-Hours Answering?
After-hours answering is call coverage that handles customer calls when a business is closed, busy, or unavailable.
What Is Speed to Lead?
Speed to lead measures how quickly a business responds after a potential customer reaches out.
What Is Emergency Dispatch Intake?
Emergency dispatch intake captures the details needed to decide whether a service call requires immediate response.
What Is an AI Phone Agent?
An AI phone agent is software that can answer, understand, and respond to phone calls using natural language.