Glossary

Terms used throughout the portal, in alphabetical order.

Admin

The highest-privilege role. Sees and manages everything: organizations, users, billing, system tools. See Roles & Access.

ANI (Automatic Number Identification)

The phone number of the person calling — i.e., the caller's number. Shown on every call record.

Audited / Audit log

A persistent record of who changed what, when, on key entities (users, companies, organizations, memberships, inbound numbers, recordings). See Users & Impersonation.

Billable

An entity that can be invoiced — either an Organization or a Company. Invoices have a polymorphic billable reference.

Billing period

The span an invoice covers: Sunday 00:00 to Saturday 23:59 Eastern for weekly contracts, the calendar month for monthly ones. See How Billing Is Calculated.

Bundle

A pricing model where the recurring fee covers a block of included minutes and minutes beyond it bill at an overage rate. See Contracts.

Cadence

How often a contract is invoiced: weekly or monthly.

Call Spike

A detected call-volume increase — sharply higher than expected based on historical pattern. See Call Spikes.

Campaign (Five9)

The Five9-side identifier that maps inbound calls to a specific contractor. The portal uses the Five9 campaign name field on a Company to link calls to companies.

Campaign alias

An additional Five9 campaign name attributed to a company, so calls under a renamed or variant campaign do not create a new company. See Companies at Scale.

Company

A single contractor business in the portal. Owns calls, members, playbook, inbound numbers, and (sometimes) billing. See Your Company.

Contract

The billing terms in force for a company from a given date: pricing model, cadence, rates and fees. Starts from a plan and can be adjusted per client. See Contracts.

Customer

The lowest-privilege role. Sees only their own company's data. The contractor's employees are usually customer role. See Roles & Access.

Disposition

The outcome tag on a call. Examples: Booked Job, Spam, Caller Disconnected, Voicemail Processed. The portal supports 50+ dispositions. See Calls.

DNIS (Dialed Number Identification Service)

The phone number that was dialed — i.e., your inbound number. Shown on every call record. See Your Inbound Numbers.

Doorkeeper

The OAuth2 server the portal uses to authenticate API access. See API.

Dry run

A preview of what the portal would invoice for a period, without creating anything. See Invoice Dry Run.

Five9

The cloud call-center platform CIC's agents use to handle inbound calls. The portal pulls call data from Five9 every 15 minutes.

Forecast

A forward-looking projection of expected call volume, based on historical patterns. See Forecasts.

Handle time

The time an agent spent on a call (talk, after-call work, hold and similar). Billing counts handle minutes, plus a 90-second allowance per manual outbound call.

Inactive company

A company with Active unticked: hidden from billing and client-facing lists, calls kept. See Companies at Scale.

Inbound Number

A phone number attached to a Company, through which callers reach CIC's agents. See Your Inbound Numbers.

Invoice

A bill issued by Stripe and surfaced in the portal. Belongs to a billable (Organization or Company). See Your Billing or Invoices (admin).

Kept / Discarded

Soft-delete status. A "discarded" record is hidden from default views but preserved in the database. "Kept" means active. The discard pattern is used on Users, Companies, Organizations, and Inbound Numbers.

Launch

A pricing model for a client's first 90 days: per-minute with no fee or minimum, after which a bundle must be chosen.

Leads to revenue (LTR)

A pricing model charging per booked appointment, dispatched appointment and message taken. Invoiced manually.

MCP

Model Context Protocol, the standard AI agents use to connect to external data. The portal's MCP server gives admins' agents read-only access to billing data. See Connecting AI Agents.

Organization

A billing parent that owns multiple Companies. Used for franchise networks and multi-location operators. See Organizations.

Plan

An entry on the standard fee menu that a contract is created from. Changing a plan never changes existing contracts. See Plans.

Playbook

The written guide CIC's agents and Agent Assist follow when answering a Company's calls. Each publish is kept as a version. Internal to CIC: supervisors read it, admins edit it, and clients don't see it. See Reviewing Playbooks.

Pundit

The authorization library used internally. Determines whether a user can perform an action on a record. (Internal — referenced in the audit log.)

Recording

The audio file for a call. Pulled from Five9's SFTP every 15 minutes and stored in S3. Linked from the call detail page. See Recordings.

Reviewer

The role that audits calls before billing: sees every call and the review queue, marks calls reviewed, nothing else. See Reviewing Calls.

Sidekiq

The background job runner. Admins can view its dashboard at /sidekiq (opens in a new tab). See System Operations.

Stripe

The payment processor used for billing. The portal pushes usage to Stripe; Stripe issues invoices and processes payments.

Supervisor

The mid-privilege role. Sees a portfolio of contractor companies and manages teams of agents. See Roles & Access.

Team

An internal grouping of users (typically agents) under a supervisor. Different from Company membership. See Managing Teams.

Ticket

A request raised by a supervisor about a client, worked by admins. See Tickets.

Trade

A service category — Plumbing, HVAC, Electrical, etc. Companies can be tagged with one or more trades. See Tagging Trades.

Two-factor authentication (2FA)

Authenticator-app-based second factor on login. Strongly recommended for all users. See First-time Setup.

Visit / Become / Impersonation

The admin action of signing in as another user to see what they see. Always logged and visible in the audit trail. See Users & Impersonation.