Every term, defined once — general first, Dohos second.
An operator hears an unfamiliar word on a sales call. A procurement reviewer needs a precise, citable definition for a checklist. Both are served the same way here: a real, sourced answer that stands on its own, whether or not Dohos is ever mentioned.
Every term earned its place the same way.
A payments concept from a processor's contract, a telephony standard behind how a phone system works, a compliance term from a security questionnaire — alongside a small number of words specific to how Dohos itself talks about what it does. A term with nothing genuinely new to say beyond a stronger, related entry doesn't get a page just to round the count up.
Every entry follows the same six-part shape, in the same order: a real, sourced definition with nothing to do with Dohos yet; why an operator actually meets the term; how Dohos handles it, kept to one short line that links out rather than re-explaining a mechanism; a worked micro-example; what people commonly get wrong; and related terms. Most of an entry's honest depth sits in the first and third parts — a reader could strip every Dohos sentence out of any page here and still be left with a genuinely useful, standalone explanation.
An outside fact carries its organization and its year. Every time.
A handful of terms this site defines a specific, deliberate way.
Most of the thirty are category terms any operator meets regardless of vendor. A smaller set — the ones below — carry the precise meaning Dohos itself builds around, each linking straight to the product page that owns the mechanism.
Every term, in one alphabetical list.
C
Call forwardingAutomatically redirecting an incoming call to a different number — an old, standard telephone feature made of several separately configured trigger conditions, not one universal switch.Call recording consentThe legal requirement that one or more participants on a call agree before it's recorded — with exactly who has to agree set by whichever state's law actually applies to that call.Caller IDThe calling party's phone number, and sometimes a name, delivered to the receiving line before or as a call connects — a claim from the calling network, not a verified fact.Card-not-presentThe card-network classification for any transaction where the physical card isn't read by a terminal at the moment of sale — every phone order and every website checkout, by definition.ChargebackA forced reversal of a card payment, opened through the cardholder's bank rather than the merchant, that pulls funds back out of the merchant's account — different from a refund, which the merchant chooses to give.ConcurrencyThe capacity to be part of more than one call at the same time — a property of a phone system, not of any individual call or of how willing anyone is to answer.D
DisambiguationAsking a clarifying question, rather than guessing, when a request is genuinely open to more than one reasonable interpretation.DTMFDual-tone multi-frequency — the pair of audio tones a telephone keypad produces on a button press, so a receiving system can identify exactly which button was pressed.E
EscalationMoving a case from whoever first handled it to someone with more authority — the mechanism that gets a request to a decision, not the outcome of the request itself.ExceptionA case that falls outside a process's normal, automatable path and is deliberately routed to a person for a decision — a boundary decided in advance, not a judgment made fresh in the moment.M
Merchant of recordThe entity legally and financially responsible for a transaction — whose name appears on the statement and who bears chargeback liability — not automatically whoever built the ordering software.ModifiersThe options attached to a menu item — size, temperature, an ingredient added or removed — each governed by its own rule about whether it's required and how many choices it allows.P
PCI DSSThe Payment Card Industry Data Security Standard — security requirements for any business or system that stores, processes, or transmits cardholder data, enforced contractually rather than by law.PIIPersonally identifiable information — anything that can distinguish or trace a specific individual, alone or when combined with other information that's linked or linkable to them.Point of saleThe system a restaurant uses to record and total a sale — and, in most modern setups, to manage tickets, track inventory, and produce its own sales and tax records.PortingThe regulated process of moving an existing phone number from one telecommunications provider to another, so the number stays the same while the service behind it changes.R
ReadbackRepeating a full instruction back to the person who gave it, clause for clause, and getting their explicit confirmation, before acting on it — not a summary, the whole thing, checked.RecordingCapturing a call's actual audio so it can be listened to again later — a different, generally more sensitive artifact than a transcript, and off unless separately enabled.T
TCPAThe Telephone Consumer Protection Act — a 1991 federal law restricting autodialed and prerecorded calls, unsolicited telemarketing, and unwanted text messages, regardless of business size.TicketThe kitchen's own copy of an order — what was ordered, how it's being fulfilled, and anything the kitchen specifically needs to know — distinct from the order itself.TokenizationReplacing a sensitive card number with a substitute value, a token, that can't be mathematically reversed back into the real number outside the vault that created it.TranscriptA written, text record of what was said during a call — kept whether or not the actual audio is, and a genuinely different question from whether a call was recorded.Turn-takingThe largely unconscious system people use to coordinate who's speaking and when, so a conversation flows without constant interruption or long, awkward silences.The vocabulary settled. What's next?
Every entry here is free to read regardless of which vendor you eventually choose. Request access when the next real question is how Dohos itself handles it.