Account - If calling businesses, an Account is a company; if calling residential, an Account is an individual.

Account Additional Fields - User-defined fields specific to the company rather than the contact.

Account Details - The view where you can see all the information about each account.

Account Document - An email document that is sent on an individual basis from the account details screen.

Account Filter - Used to exclude/include specific criteria that you want accounts to match.

Account List - A list of accounts used as a call list.

Account Next date - When the account requires the next action.

Account Number - A unique system identifier for each account (database area specific).

Account Search - Search for an account using many different fields, for example, Account Number or Account Name.

Active Area - A database area that is in use.

Activity - Used to define what medium was used to contact the client, e.g. Wrapup, Email.

Additional Fields - User-defined fields.

Additional Tabs - User-defined pages in a panel that can hold any field in the system.

Alarms - Reminder for when an account reaches the next date.

API - Application Programming Interface, used to connect external software to our system.

Area - Effectively a separate database of data and settings. A marketing company would use a new Database Area for each customer campaign.

Assign - Functionality to move accounts to different owners, salespeople, areas etc. From here, accounts can also be added to email campaigns, mail merges and projects, amongst other account data adjustments.

Authority Level - A permissions level that restricts access to parts of the CRM for different user types.

Auto-Dialling - The system can be set up to dial an account automatically as soon as the account is opened within the call list. A delay before auto-dialling to enable reading time can also be added.

Bulk Email Statistics - Figures to show what has happened with the email campaign detailing opens, link clicks, bounces, out-of-office replies, etc.

Calendar - Where you can schedule account NextDates and book appointments. It can be linked to Google calendar.

Call Efficiency - How the system makes dialling as efficient and fast as possible.

Call Guides - A panel that holds a text block for the telemarketer to read from when on a call.

Call History - Used to view the contact history for each account.

Call List - The list in which the telemarketer has to call.

Callbacks - An account that must be contacted back for a further conversation.

Contact History - A list of actions applied to the account, such as calls, emails, appointments etc.

Copy Database Area Settings - When creating a new database area, you can copy the settings from another area saving time for setting up.

CSV - Comma Separated Value, the file type used to import data into the system.

Current View - The current panel layout on your account details screen.

Customer Status - The current state of the customer is, e.g. Appointment, Callback, Not Interested.

Customer Sub Status - A secondary status of the primary status, e.g. for Not interested, you can have: Didn't Like, Found Another, Too Expensive.

Dashboard - a collection of reports that can be displayed as graphs.

Database Area - Effectively a separate database of data and settings. A marketing company would use a new Database Area for each customer campaign.

Database Area Settings - configuration options for this single list of data.

Database Name - The name given to each specific area.

Deduplicate - analyze your data for duplicate records, search on name, postcode, address line 1 and phone number.

Document Setup - create HTML emails.

Email - Emails can be sent in several ways within the system - by individual account email, based on a response (such as an appointment) or in a bulk email campaign.

Email SMTP - Simple Mail Transfer Protocol sends outbound emails from within the system.

Email Tracking - The user can see who has opened the email and what they have clicked on after an email blast.

Field Headings - User-defined fields related to Company, Contact and Project level information.

Field Selection - Used to define what fields are displayed on system-specific panels.

Fields - Any field, be it system or custom, on your instance.

Filter - This function allows the user to reduce the number of accounts in the call list to those specifically required defined by owner, project, status and/or query.

FIVE CRM Agent - A Windows application that works with the system in the browser and is used to dial using different methods.

Formatted Reports - Used to make aesthetically pleasing documents which contain embedded reports.

Google Calendar - You can link your CRM appointments calendar with Google calendar.

- H -

History Additional Fields - Adds custom fields to the Wrapup panel.

HTML - Hyper Text Markup Language, the backbone of all emails on the internet.

- I -

Import - Uploading account data into the system.

Instance - Your system for just your company alone.

- L -

Leads - Accounts which your telemarketers have in their calling list.

Link for Documents - You can link documents rather than attach them to emails.

Manage Alarms - Enables the user with the proper authority to manage alarms set by all users and across all areas in one place.

Move Accounts - The ability to move accounts across areas using either the Assign function or based on a response selected.

Multiple Projects - Allows an account to be included in more than one project in an area. This account can have a unique Owner, Status and NextDate to the same account in a different project.

NextDate - When the account is next due to be actioned.

Owner - The user who is responsible for the account.

Panel Views - Each database area can have different account details views.

Panels - What tabs and fields are set within the account view screen.

PBX - Private Branch Exchange, a private telephone network used within a company.

Pivot Table Reports - Used to count multiple criteria on a report.

Priority Statuses - Enables a status to be selected on an account wrapup that makes it automatically inserted within the user's call list once the account NextDate has been reached.

Product - An item or object related to that account.

Product Groups - A set of products that are similar to one another.

Product Master List - A list of available products.

Project - A campaign within an area.

Project Additional Fields - User-defined fields specific to the project.

Progressive Dialing - Automated dialling, so the telemarketer needs minimal input.

Prospect - An account that you are treating as very important.

Query - A custom search term created to filter data not covered by those available in the system.

Report Writer - A wizard to help the user create reports.

Response - Used to record the outcome of a call.

Restricted User - Users that can only access the calendar and account details. They cannot access the account list or edit the accounts.

RTF - Rich Text Format, a text file that can be printed or opened in your favourite text editor.

Salesman - The person that attends appointments made by the telemarketers.

Sales Order - Used for products where you need to send an invoice or a delivery address.

Script - A detailed set of questions where the answer determines the next question. These answers can be used to set a call outcome or response, which can then select the status within the account.

SMTP - Simple Mail Transfer Protocol sends outbound emails from within the system.

System - Your instance for just your company alone.

TAPI - Telephony Application Programming Interface, used to connect a hard phone (desk phone) to a computer.

Telemarketer - The person is making the calls on the system.

TLA - Three Letter Acronym, for example, CSV, RTF.

TPS - Telephone Preference Service, an official list where it is preferred that you do not call this customer.

User Profiles - A set of options for users to access parts of the system and permissions.

User Type - Depends on the permissions level and can be from a restricted access user to a telemarketer up to an administrator.

Username - A name used by a telemarketer to log in to the system.

V.Calendar - A meeting invitation sent via email.

VoIP - Voice Over Internet Protocol, a softphone (phone on the computer) used to communicate with another phone system using the internet.

Wrapup - This screen is used to force the caller to select a call outcome/Response. It is also used to choose a date for call-backs/appointments; it could have additional fields added to collect other information.

X-lite - A generic softphone that should be used only in non-commercial scenarios.