---
title: Glossary
description: "Call Handling: A settings section where users can configure how they manage incoming and outgoing calls, including options like Auto Accept for SMS/MMS messages. Contivio Phonebook: A personalized lis"
---
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1. [Help Guide](https://go.contivio.com/support?hsLang=en)
2. [Agent User Guide](https://go.contivio.com/support/agent-user-guide?hsLang=en)
3. [Glossary](https://go.contivio.com/support/agent-user-guide?hsLang=en#glossary)
# Glossary
#### A
- **Auto Accept:** A feature that allows incoming SMS messages to briefly "ring" before automatically appearing in the thread, ensuring users don’t miss important messages.
#### C
- **Call Handling:** A settings section where users can configure how they manage incoming and outgoing calls, including options like Auto Accept for SMS/MMS messages.
- **Contivio Phonebook:** A personalized list of contacts that users have manually added to their softphone.
#### E
- **External Users:** Contacts within an organization who are not associated with Contivio but are frequently communicated with.
#### F
- **Favorites:** A user-defined list of preferred contacts that can include any contact type (Contivio user, external user, queue, etc.), allowing for quick access.
#### H
- **History Tab:** A section in the application where users can search and view past interactions with contacts, including SMS and call records.
#### K
- **Keypad:** An interface within the softphone that allows users to dial phone numbers or input DTMF tones for IVR systems.
#### M
- **Media Window:** A display area in the softphone that shows the current status of active calls, including monitoring indicators for supervisors.
- **Multiple SMS Threads:** The ability to manage and toggle between different SMS conversations without closing them.
#### P
- **Private Calls:** A call state that allows agents to engage in confidential conversations without others being able to listen in.
- **Portal Features:** Functionalities available in the Contivio web portal that enhance user experience and include insights and analysis tools.
#### Q
- **Queues:** Defined groups within the call center where incoming calls or messages are directed based on specific criteria, allowing for efficient call routing.
#### R
- **Recents Tab:** A section that displays recent activities and interactions, allowing users to quickly engage with previously contacted individuals.
#### S
- **SIP (Session Initiation Protocol):** A signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications.
- **SMS (Short Message Service):** A text messaging service that allows users to send and receive short text messages through the Contivio platform.
- **Supervisor Functions:** Tools available for supervisors that include monitoring agent calls, managing break statuses, and accessing advanced call handling features.
#### T
- **Thread History:** The complete record of SMS conversations between users and contacts, showing who has engaged in the conversation and the sequence of messages.
#### U
- **User Bar:** The navigation bar at the top of the application that provides access to user settings, status updates, and various operational functions.
#### W
- **WebRTC (Web Real-Time Communication):** A technology that enables audio and video communication directly from web browsers, allowing for seamless interactions without the need for additional plugins.
- [Agent User Guide](https://go.contivio.com/support/agent-user-guide?hsLang=en#main-content)
- [Getting Started](https://go.contivio.com/support/agent-user-guide?hsLang=en#getting-started)
- [App Navigation](https://go.contivio.com/support/agent-user-guide?hsLang=en#app-navigation)
- [App Basics](https://go.contivio.com/support/agent-user-guide?hsLang=en#app-basics)
- [Agent Workflows](https://go.contivio.com/support/agent-user-guide?hsLang=en#agent-workflows)
- [Supervisor Workflows](https://go.contivio.com/support/agent-user-guide?hsLang=en#supervisor-workflows)
- [NetSuite Integration](https://go.contivio.com/support/agent-user-guide?hsLang=en#netsuite-integration)
- [Glossary](https://go.contivio.com/support/agent-user-guide?hsLang=en#glossary)
- [Agent User Guide(OLD)](https://go.contivio.com/support/agent-user-guideold?hsLang=en#main-content)
- [Additional Resources](https://go.contivio.com/support/agent-user-guideold?hsLang=en#additional-resources)
- [IP Phone Users](https://go.contivio.com/support/agent-user-guideold?hsLang=en#ip-phone-users)
- [Getting Started](https://go.contivio.com/support/agent-user-guideold?hsLang=en#getting-started)
- [Inbound and Outbound Call Handling](https://go.contivio.com/support/agent-user-guideold?hsLang=en#inbound-and-outbound-call-handling)
- [CRM Integrations](https://go.contivio.com/support/agent-user-guideold?hsLang=en#crm-integrations)
- [Desktop App Navigation](https://go.contivio.com/support/agent-user-guideold?hsLang=en#desktop-app-navigation)
- [Chat](https://go.contivio.com/support/agent-user-guideold?hsLang=en#chat)
- [SMS/Text](https://go.contivio.com/support/agent-user-guideold?hsLang=en#sms-text)
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- [Admin Portal Help](https://go.contivio.com/support/admin-portal-help?hsLang=en#main-content)
- [Help Guide Overview](https://go.contivio.com/support/admin-portal-help?hsLang=en#help-guide-overview)
- [Portal Access](https://go.contivio.com/support/admin-portal-help?hsLang=en#portal-access)
- [People Management](https://go.contivio.com/support/admin-portal-help?hsLang=en#people-management)
- [Global Settings](https://go.contivio.com/support/admin-portal-help?hsLang=en#global-settings)
- [Contact Center Settings](https://go.contivio.com/support/admin-portal-help?hsLang=en#contact-center-settings)
- [Configuring Live Chat](https://go.contivio.com/support/admin-portal-help?hsLang=en#configuring-live-chat)
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- [Contivio AI](https://go.contivio.com/support/admin-portal-help?hsLang=en#contivio-ai)
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- [Contact Search](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#contact-search)
- [Supervisor Dashboard](https://go.contivio.com/support/dashboards-and-reports?hsLang=en#supervisor-dashboard)
- [Integration](https://go.contivio.com/support/integration?hsLang=en)
- [Internal Processes](https://go.contivio.com/support/internal-processes?hsLang=en)
- [Mobile App](https://go.contivio.com/support/mobile-app?hsLang=en#main-content)
- [Version Updates and Release Notes](https://go.contivio.com/support/mobile-app?hsLang=en#version-updates-and-release-notes)
- [Setting up the Contivio Mobile App](https://go.contivio.com/support/mobile-app?hsLang=en#setting-up-the-contivio-mobile-app)
- [Basic Mobile App Functionality](https://go.contivio.com/support/mobile-app?hsLang=en#basic-mobile-app-functionality)
- [IN PROGRESS](https://go.contivio.com/support/in-progress?hsLang=en)
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