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.

Call Spike

A detected anomaly in call volume — sharply higher or lower 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.

Company

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

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.

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.

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.

Organization

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

Playbook

The written guide CIC's agents follow when answering a Company's calls. Versioned — every change is preserved. See Your Playbook.

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.

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.

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.