Glossary

A consolidated glossary of Zorio terms used across the API modules.

Account & access

Term	Definition
Account	Each Zorio customer has an independent system with its own data, access domain, and API tokens
API Token	A Bearer (user session) token issued to a user, used in the Authorization: Bearer <token> header
Permission	A specific right on a single action (e.g. pbx_api_access, manage_caller_ids)
Role	A bundle of permissions attached to a user (admin, supervisor, agent, read_only)
Permission tier	Module-level access (viewer, operator, admin)

PBX

Term	Definition
Extension	Internal SIP extension, registered to Zorio PBX with extension_number + sip_password
Trunk	Outbound route via a carrier / SBC / SIP trunking provider
Caller ID	The number shown to the callee when dialing out
CDR (Call Detail Record)	A record of one call with full metadata
Hangup cause	Q.850 standard code indicating why the call ended — see Hangup codes
Queue	Call queue with agents answering according to a strategy (round-robin, longest-idle, ...)
Tier	Agent priority level within a queue (tier_level 1-9 + tier_position)
A-leg / B-leg	Click-to-call pattern: A-leg dials the agent, B-leg dials the customer, bridged when both answer
SIP registration	Status of a softphone registered against the PBX (registered, unregistered, unknown)
TLS / SIPS	SIP over TLS encryption (port 5061) instead of plain UDP (5060)
WebRTC	Browser-based call protocol used by the Webphone SDK

Telesales / Contact Center

Term	Definition
Campaign	Outbound calling campaign with a lead list, script, agents, and a caller-ID group
Lead	A prospect — phone number plus industry-specific custom fields
Disposition / Outcome	Call result tagged by the agent (e.g. "Callback scheduled", "Not interested", "Purchased")
Dialer mode	How the dialer makes calls: manual (agent clicks), preview (agent reviews the lead first), progressive (auto-dials when agent is free), predictive (overdials by prediction)
Caller-ID rotation	Rotating across multiple caller IDs to avoid carrier spam flags — 6 strategies (round_robin, least_used, cap_based, weighted, sticky_lead, random)
DNC (Do Not Call)	List of numbers blocked from being called (PDPL compliance)
Recording	.wav recording of a call, downloaded via a signed URL with 30-minute TTL
Wrap-up time	Time after hangup for the agent to fill in disposition (e.g. 5 seconds)
ASR (Answer-Seizure Ratio)	Percentage of answered calls over total dialed calls (number-quality metric)
ACD (Average Call Duration)	Average length of answered calls
Abandon rate	Percentage of customers who answered but couldn't be connected to an agent (dropped in queue)

AutoCall TTS

Term	Definition
TTS (Text-to-Speech)	Synthesizing voice from text
Voice	A specific voice (e.g. "vi-VN-female-01", "Linh Dan")
Tier A	Premium real-time TTS through a provider (premium TTS vendor) — charged per character
Tier B	Local TTS using a pre-rendered audio library — no charge, high throughput
Script	TTS script with variables substituted at runtime
DTMF	Phone keypad tones (0-9, *, #)
DTMF action	What happens when a caller presses a key: playback, playback_then_hangup, switch_script, queue, repeat_script, hangup
Variable	Customer-defined variable bound into a script (e.g. customer_name, appointment_date)
Media file	Pre-uploaded audio file for playback (no TTS)

Webphone SDK

Term	Definition
SDK (Software Development Kit)	Library bundle installed into an app to use webphone features
UMD	Universal Module Definition — bundle format that runs in both browsers and Node.js via <script> tags
npm tarball	A .tgz package installed with npm install ./file.tgz for air-gapped environments
iframe SSO	Embedding the webphone in an iframe + exchanging an SSO token so the user doesn't have to log in again
postMessage	Browser API to pass messages between a parent page and an iframe
SIP.js	SIP-over-WebSocket library used as the SDK core (sip.js@0.21.x)
Early media	Audio (ringback / IVR announcement) played BEFORE the callee accepts
Auto-reconnect	The SDK reconnects automatically when the network drops, using exponential backoff
Pagehide cleanup	The SDK unregisters automatically when the user closes the tab → avoids stale registrations at the PBX

Webhook

Term	Definition
Webhook	HTTPS URL where Zorio POSTs events to a CRM / customer app in real time
HMAC	Hash-based Message Authentication Code — verifies the payload signature with a shared secret
Idempotency	Property: calling once or many times yields the same result
Replay attack	Attacker captures one valid request and replays it many times — defeated by a timestamp window
Deadletter	Event that could not be delivered after N retries — kept in the audit log for manual replay

HTTP / API

Term	Definition
REST	REpresentational State Transfer — standard for APIs over HTTP
Bearer Token	Token carried in the Authorization: Bearer <token> header
Bearer (user session)	Zorio's authentication scheme — tokens are tied to a user's login session
Pagination	Splitting results across pages via ?page=N&per_page=M
Soft delete	Marking deleted_at instead of dropping the row — can be restored
Rate limit	Cap on requests per time window; exceeding → HTTP 429
ISO 8601	Datetime standard 2026-06-30T03:30:45+00:00
E.164	International phone-number standard +84xxxxxxxxx
UUID	Universally Unique Identifier, 36 chars (e.g. 65569ce0-0183-4f61-a3b2-0e433cfa4031)

Vietnam telco

Term	Definition
Carrier	Mobile/landline operator: Viettel, Mobifone, Vinaphone, Vietnamobile
CLI type	Number type: mobile (mobile), fixed_02x (fixed line), hotline_1900 / hotline_1800 (service hotline), brandname (branded sender ID)
PDPL	Personal Data Protection Law — Vietnam's personal data protection regulation
DNC list	List of numbers not to be called (PDPL compliance)