Answer Rate
Percentage of calls answered by the called party.
Application Programming Interface (API)
A way for two or more computer programs to communicate with each other.
Asset
A graphic, usually a business’ logo, displayed on a device during a call.
Branded Call
Customized media displayed on the called device during a call which includes a custom display name. Some products also deliver a company’s logo and reason for the call on some devices.
Business
For branded calling, a business is a single brand which has at least one business unit and program connected to it.
Business Number Registration
The process of registering calling numbers with analytics engines so carriers know your numbers belong to a legitimate business. Calling Numbers must be registered before they can be used to make branded calls.
Business Unit
For branded calling, a business unit is a division within a business that is responsible for a particular range of products or activities. Business units are often based on departments such as billing, customer service, delivery, etc. Each business unit can have multiple programs.
Business Vetting
A process used to verify business, their right to use their registered phone numbers, and their relationship to the called party.
Call Blocked by User
The inability of a call to connect due to the user having blocked a number on their personal device.
Call Data
Anonymized metadata associated with a call including SIP messages, call timing, and call disposition.
Call Disposition
Call data about the outcome of a call, also referred to as call resolution.
Calls per Individual
The average (mean) number of calls per distinct called numbers.
Call Purpose
The calling use case or reason. Common examples include customer service, notifications and telemarketing.
Called Number
The number being called. Also called the bNumber in some technical documentation.
Calling Number
Numbers used to make a phone call to a called device. Also called aNumber in some technical documentation.
Contact Rate
Percentage of distinct called numbers answering at least one call.
Content Vetting
The vetting of an asset to ensure it meets First Orion’s Content Vetting Guidelines.
Conversion Rate
The percentage of calls that resulted in a successful outcome as determined by the business. For example, the number of sales, payments/donations collected, appointments made, survey questions answered, etc.
Call Reason
An additional (optional) field which displays up to 60 characters on compatible devices for specific First Orion products.
Decline Rate
The percentage of branded calls declined by the called party.
Display Name
A string of up to 32 characters is associated with a phone number that identifies the caller to the called party.
ENGAGE
First Orion’s Branded Calling product outside of the United States and Canada.
Engagement Rate
An INFORM reporting metric. The percentage of calls answered when the talk time was at least 60 seconds (or a custom time for INFORM Advanced Analytics customers).
Failed API Count
Total number of failed Call Authentication requests.
INFORM
First Orion’s Branded calling product which delivers a custom Display Name of up to 32 characters. Additional product features can allow the addition of company logo and call reason for qualifying customers.
Program
A defined group of branded calls with a start and end date, all coming from a single calling number and usually sharing the same calling purpose. Each registered calling number can only belong to a single program, but each business unit can have multiple programs.
Reach
The number of unique phone numbers called.
Registered User
A user who has registered their business with First Orion.
Software Development Kit (SDK)
A collection of software development tools in one installable package or kit.
Session Initiation Protocol (SIP)
A signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications.
Subscription fee
An amount of money paid in a regular interval for a service or product.
Success Rate
Percent of distinct called numbers with at least one answered call having a minimum talk time as defined by the Successful Call Duration Control (60 second default).
Successful API Count
Total number of successful Call Authentication requests.
Successful Call Duration Control
A variable talk time determining the Engagement Rate and Success Rate in seconds. The default is 60 seconds.
Talk Rate
Percentage of answered calls with a Talk Time of at least 10 seconds.
Talk Time
The length of time a call lasts. Also called Call Duration in some documentation.
Tiered pricing
A structured payment model that offers pricing with different levels of service or features.
Time to Live (TTL)
The predesignated time, set by the Business Unit making the call or ENGAGE Push, during which time the newly created contact will "live" on a device for an ENGAGE and/or INFORM call.
TMO INFORM Calls
Total number of INFORM treated calls with Call Authentication, not including INFORM Logo calls.
TMO Logo Calls
Total number of INFORM with Logo treated calls which automatically have Call Authentication.
Treated Calls
Count of INFORM branded calls.
Unauthenticated Calls
Total number of calls that were not authenticated.
Unique Calling Numbers
A count of unique calling numbers with INFORM branded call activity.
Unique Device
A single cellular/mobile device.