FAQs & Glossary


5 reasons why should I use Aeon Converged Voice and Data as my business telecoms provider?

Absolutely! Of course there are a lot more than 5 reasons why you should use Aeon Converged Voice and Data  as your business telecoms provider but, here are 5 of the top reasons:

5 reasons why you should switch to Aeon Converged Voice and Data:

  1. Low cost line rental and call charges
  2. Reliable and super-fast connectivity
  3. Outstanding customer service
  4. The best equipment for your business

To find out how much we can save your business call today on 0800 849 8458

What areas of the country do you offer your service?

Our services are available all over the UK. We are based in the London, South East area but due to our special partnerships with some of the best landline and broadband providers, we can offer the same great service and fantastic rates anywhere in the UK.

What are the contract terms?

Aeon Converged Voice and Data offer bespoke contract terms to suit your business needs. Please contact your account manager to discuss your contract terms. If you don’t have an account number please call us on 0800 849 8458

How quick is the transfer process?

We can transfer your existing lines and calls to Aeon within 10 working days. We’d love to do it quicker for you, but this is an industry standard timeframe that we can’t change. If you have any queries or questions please contact us on 0800 849 8458.

How qualified are your engineers ?

With over 30 years of experience we have seen it all. Our engineers are fully qualified in all aspects Avaya and hosted products with Gamma ,Daisy and VoIP.


Is Hosted telephony services expensive to install?

With only a minimal capital outlay required, Aeon’s hosted systems are suitable for any size of business looking to improve its productivity and image.

How reliable and scalable are Aeon’s cloud based systems?

Aeon is a highly reliable and scalable system. We provide full support including training, number porting, provisioning and 24/7 UK-based assistance giving you complete peace of mind.

What’s the quality like?

Call quality, as with any communications system, is clearly dependent on the underlying access available. With our Ethernet and Broadband products delivering the service to your locations, you can be assured of great voice quality, underpinned by some of the most stringent SLAs in the business.

Does it support advanced management reporting?

Do you know how many calls you’re receiving, how these are being handled and by whom? Aeon offers some key measurements through the interface’s reporting section but more in-depth call management reporting and wall board capabilities for real time views of a customer’s calls are becoming a growing requirement.

Can I have Aeon’s hosted systems for my business?

If you don’t have a PBX in your organisation then hosted telephony over an IP connection is ideal for you. Aeon’s hosted IP telephony system suitable for any sized business and is particularly effective if you have multiple sites working together. It’s also capable of serving hundreds of employees.


What is Aeon’s broadband ?

Aeon Broadband is a family of superfast internet access products delivering downstream speeds of up to 24Mbps. It’s part of Aeon’s family of high quality business-class broadband products designed to meet the bandwidth and usage needs of today’s go ahead companies.

Why choose Aeon Converged Voice and data for your business broadband?

Business broadband makes up a small percentage of all broadband users. When a provider has a large percentage of residential users that becomes the main focus of their attention. At Aeon we provide 100% focus on delivering quality business broadband.

Is your support team in the U.K.?

Faults do occasionally occur and when they do, especially for a business, you need to know that the people supporting the broadband are based in the UK, well trained and understand the importance of quick and effective resolution. We pride ourselves on the fact you can always get through to our support team first time when you need to.

What is the quality of your business broadband?

Reassuringly our network is designed specifically for business users. We offer a geographical resilient network and prioritise time-critical and business-critical applications at all times.

How good are your engineers?

A high-quality and resilient network engineered and managed using Aeon’s expertise in large-scale IP networks means you can rely on our service with complete confidence.


A - C

Account Code A way of attaching an identity to a record of phone call.

ACD (Automatic Call Distribution). Allows all incoming calls to be distributed equally amongst a group of people.

ADSL (Asymmetric Digital Subscriber Line). High bandwidth network connection for faster data transfer.

Alpha Tagging The assignment of an alpha-numeric name to a phone extension  or incoming CLI number

Analogue Device A device that can be attached to an analogue telephone line such as, telephone, fax machine, PDQ, modem.

ARS (Automatic Route Selection). A technique where the telephone system looks at the digits being dialled to make an outside call

Auto-Attendant A voicemail feature that allows callers to be automatically transferred to extensions or departments by dialling digits

Bandwidth The speed at which a circuit can carry data. The more bandwidth, the faster the data transfer

BRI (Basic Rate Interface. An ISDN (Integrated Services Digital Network) circuit providing 2 x 64 kbit/sec bearer channels for use by data or speech and one 16 kbit/sec control channel. Two independent calls can be carried at the same time on one BRI circuit.

BLF (Busy Lamp Field). Visual indication of the status (busy or not) of lines or extensions through LEDs (Light Emitting Diode).

Bluetooth Wireless communication protocol for several devices to communicate on a common format.

Broadband BT’s brand of ADSL (Asymmetric Digital Subscriber Line).

Call Barring The prevention of calls to certain destinations e.g. overseas calls or calls to premium rate numbers.

Call Diversion  By dialling a code an extension user can divert incoming calls to another destination.

Call Forwarding  By dialling a code an extension user can divert incoming calls to another destination..

Call Logging  Data recorded about calls made or received through a telephone system, this data can be used for reporting.

Call Management  The use of specialist software to analyse and report on call records which are output from a telephone system and recorded on computer. The results can identify misuse, allocate costs to departments and verify the adequacy of resources.

Call Park  A call can be parked by one user and then retrieved by another. Particularly useful when loudspeaker announcements are

Cat 5 (Category 5) A specification for the transmission performance of a data cabling.

Cat 6 (Catergory 6) Higher specification for the transmission performance of a data cabling than Cat 5

CCU( Central Control Unit). The box or cabinet housing the central equipment that controls the telephone system.

Centrex A generic name for a feature offered by some Public Network Operators. Users have individual direct exchange lines but calls between them are free of charge and can be transferred. BT brands for this service are Featureline and Featurenet.

CLI (Calling Line Identity) is the capture of the caller’s number.

CLIP (Calling Line Identity Presentation). A service that provides a called party with the Calling Line ID of the caller. See also Connected Line Presentation.

CLIR (Calling Line Identification Restriction). Would stop the callers own CLI being presented to the called party.

COLP (Connected Line Presentation). A service which provides the caller with the identity of the person he has connected to

Conferencing  The joining together of more than two telephone users in a single call.

Contact Centre A progression of the call centre which merges customer calls with other media likes internet and email in conjunction with CRM applications.

Convergence The merging of voice and data hardware solutions like the server based PBX.

CPS (Carrier Pre-selection). Uses network access technology, so voice traffic originating from your site will be routed directly to your chosen network with no need for prefix codes.

CRM (Customer Relationship Management). A software application to deliver a single view of the customer.

CTI (Computer and Telephony Integration). The exchange of information between computers and telephone systems .This can deliver “Screen Popping” – the presentation of database of which the two most common are TAPI (Telephony API) and TSAPI (Telephony System API).


D - L

Data Packet A packet is a basic unit of communication over a digital network.

DDI (Direct Dialling) Inwards enabling outside callers to call directly to a user’s extension.

DECT (Digital Enhanced Cordless Telephony). A technology that provides greater clarity and smaller handsets for cordless phones.

Dial up A communications link that connects a terminal and a computer via the Public Switched Telephone Network (PSTN)..

DISA (Direct Inward Station Access). Provides callers with single-digit access to extensions or ring groups.

DPNSS (Digital Private Network Signaling System). A protocol to support connection between telecom equipment from different vendors digital equipment.

DSS )Direct Station Selector). A unit that fits alongside a telephone to turn it into an operator console.

DSL (Digital Subscriber Line) Similar to ADSL, but allows the same amount of bandwidth in both directions.

Firewall A firewall is a part of a computer system or network hardware that is designed to block unauthorised access from outside a local area network, whilst allowing authorised communications both in and out.

FTTP  (Fibre to the premises) Installation of optical fibre from the carrier directly into the home or office.

FTTC  (Fibre to the cabinet) Fibre cable runs from a BT exchange to a street cabinet

Group Ringing A group of extensions is rung by dialling a number.

GSM (Global Satellite Mobile). Improved call security and quality.

Hunt Groups A means of finding a free extension to take a call. Calls are directed to a Hunt Group and will search for a free extension to take the call.

IP (Internet Protocol). Access to standard global communications protocol.

IP Address A series of characters that uniquely identifies the terminal equipment which is the origin or destination of data being transmitted.

ISP (Internet Service Provider). Allows you to connect to the Internet.

ISDN (Integrated Services Digital Network)  . An internationally agreed method of providing digital communication over the Public Switched Telephone Network

ISDN2 (Integrated Services Digital Network)  An ISDN circuit providing 2 x 64 kbit/sec bearer channels for use by data or speech and one 16 kbit/sec control channel. Two independent calls can be carried at the same time on one BRI circuit

ISDN30 An ISDN circuit providing (in Europe) up to 30 x 64 kbit/sec bearer channels for use by data or speech and two 16 kbit/sec control channels. Up to 30 independent calls can be carried at the same time on one Primary Rate.

Jitter The measure in milliseconds of the variability over time of the latency across a network. Real time communications such as VoIP usually have quality problems due to this effect.

Keyphone A telephone for use with a particular make and model of telephone system which incorporates features allowing it to communicate with the telephone system and display information.

Key System A telephone system designed for all extensions to answer incoming calls. The distribution of all incoming calls across a business or team.

LAN (Local Area Network). Enables PCs to communicate data and common devices or servers also connected to the network.

Latency The amount of time measured in milliseconds it takes a packet to travel from source to destination.

LCR (Least Cost Routing). A technique where the telephone system modifies the digits dialled by a user making an outside call in order to route the call via a low-cost carrier.

LLU (Local Loop Unbundling) The ability for other operators to use the cables between the phone exchange and your premise

M - R

Mailbox A reference to the location where voicemail messages for a particular user are stored.

MAPI (Microsoft Application Protocol Interface). Protocol designed to ensure all Microsoft applications can communicate with other applications in a standard and documented format.

MSN (Multiple Subscriber Numbering). An optional feature of ISDN2 lines allowing up to 10 telephone numbers to be assigned to a single line so that devices connected to that line can be called individually. Can be used to produce a limited version of DDI.

MPLS (Multiprotocol Label Switching) A layer 3 technology implemented by Internet Service Network Providers by MPLS labels being added to the packet header.  The network makes decisions on routing at each hop based on the MPLS label rather than examining the packet itself, which enables much faster and more efficient routing end to end applying prioritisation to different types of traffic like voice.

MOH (Music on Hold) An audio signal that is played to a caller on hold to reassure him that he has not been cut off.

Network The equipment and transmission facilities for communication between computer systems.

Network Switch A network switch is an intelligent computer networking device that connects devices together, along with additional network switches, to create a LAN (local area network) for data to be sent and received between all devices connected.

NGN (Non Geographic Numbers) Numbers not tied to an area such as 0800 Freephone.

Night Service Most telephone systems have at least two operating modes, Day Service and Night Service. These are typically used to route incoming calls to a different destination and to apply call barring to prevent unauthorised use of the phones by security or cleaning staff.

Overflow Group A feature often used to provide an overflow if the switchboard operator is busy or absent. Incoming calls are sent to the operator but other extensions have delayed ringing, so they will start ringing if the call is not answered after a pre-set time.

Packet Loss Occurs when one or more packets of data travelling across a computer network fail to reach their destination

Patch Panel (Cabling connection point). This is typically the part of a structured network cabling system (cat 5) that enables switching of services either voice or data to RJ45 sockets.

PBX/PABX (Private Branch Exchange/Private Automated Branch Exchange). Allows central control of incoming calls via a single operator.

POT (Plain Ordinary Telephone). Used to distinguish an ordinary analogue telephone from a keyphone. Also known as an SLT (single Line Telephone).

PRI (Primary Rate) An ISDN circuit providing (in Europe) up to 30 x 64 kbit/sec bearer channels for use by data or speech and two 16 kbit/sec control channels. Up to 30 independent calls can be carried at the same time on one Primary Rate.

PSTN (Public Switched Telephone Network). Everyone connected to standard communications platform.

QoS (Quality of Service)  The ability to provide different priority to different applications, users or data types to guarantee a certain level of performance for Local Area Networks and Wide Area Networks.

QSIG (Q Signalling Standard). A standard dial up protocol designed to give feature transparency between systems at different sites across the PSTN. Allows products from different vendors to work together. See also DPNSS.

Router Routes data traffic and can be used to connect LANs together or as a single connection point between a LAN and an ISP.

S - Z

Screen Popping The initialising and presentation of database information selected using the CLI. Reduces the time spent searching for customer information.

SIP (Session Initiation Protocol). A protocol for communicating data that is set to be the common protocol for sending Voice over IP traffic

SIP Trunk A SIP Trunk is a facility provided by specific ISP providers that allow the placing of out-bound calls and the receiving of inbound calls using an internet DSL connection and a router connected to the customers LAN, rather than using dedicated traditional ISDN or analogue lines.

SLT (Single Line Telephone). Used to distinguish an ordinary analogue telephone from a keyphone

SMDR (Station Message Detail Recording). Data recorded about calls made or received through a telephone system, this data can be used for reporting

TAPI (Telephony Application Program Interface). A standard devised by Microsoft Corporation for communication between a computer terminal (workstation) and a telephone extension.

TCP/IP (Transmission Control Protocol/Internet Protocol). Set of layered protocols that enable shared applications among PCs in a high speed communications environment.

Trunk A telephone exchange line to receive and make calls.

Unified Messaging A messaging platform that allows management of voice, fax and email from a single user interface (PC). Improves efficiency as all messages are presented from the one place to the user.

UPS (Uninterruptible Power Supply). Provides continuous power source to the telephone system in the event of a mains power fail. Also referred to as Battery Back-up.

Video Conferencing Multi-subscriber video calls generally using an IP solution.

VLAN  (virtual LAN) A group of IP devices with a common set of requirements that communicate as if they were attached to the same broadcast domain, regardless of their physical location.

Voicemail A voicemail system typically provides a central “answering machine” for users of a telephone system.

VOIP (Voice Over Internet Protocol). Allows voice calls to be switched over any data carrying network reducing fixed infrastructure costs.

VPN (Virtual Private Network). Provides users with inter-site communications or allows remote offices to be connected together across the internet.

WAN (Wide Area Network). Improves cost and efficiency as PC users in different sites may all access the same information as if they were all connected locally on the one local area network.

WAP (Wireless Access Protocol). A means of accessing the Internet using a mobile phone.

Want to know more?

Contact us today with your requirements and we’ll come back to you with the specific information you require.

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