The language of the calling floor.

A 140-prefixed number series allotted for promotional voice calls in India. Under TRAI's commercial communication rules, a business that wants to make promotional calls to people who have not enquired must register with a telco and call from a 140-series number, not an ordinary 10-digit mobile. Customers' DND preferences apply to these calls, so a 140-series campaign must be scrubbed against the register. In CRM Dialer, 140-series numbers are available through cloud calling with licensed telecom partners. See the TRAI and DND guide.

See also1600-series numberTCCCPRDND / NCPR

A 1600-prefixed number series for service and transactional calls made by entities regulated by RBI, SEBI, IRDAI or PFRDA, and for government-to-citizen calls. It is not a general business number. TRAI set phased adoption deadlines for banks, NBFCs and other financial entities through 2026, and clarified in July 2026 that 1600 calls cannot be tagged, blocked or filtered. A real estate broker or coaching institute will not qualify; promotional calls from any sector belong on the 140 series instead.

See also140-series numberTCCCPRDLT (Distributed Ledger Technology) platform

The share of answered calls that are dropped before an agent joins. It is mainly a predictive-dialer metric: the system dials more numbers than there are free agents, and when too many people answer at once, some get silence or a hang-up. A high abandon rate wastes leads and makes your number look like spam. Predictive systems usually cap it by slowing down when it crosses a set limit. Single-line power dialing has no abandoned calls by design.

See alsoPredictive dialerDead airAnswering machine detection (AMD)

Software that listens to the first second or two of an answered call and guesses whether a person or a voicemail system picked up. Predictive and some cloud dialers use it to pass only live answers to agents. It is never perfect: false positives hang up on real people, and the detection pause itself can create dead air. In India, where most mobile users do not set up personal voicemail greetings, AMD matters less than in the US and Europe.

See alsoPredictive dialerDead airAbandon rate

An umbrella term for any software that places phone calls without a person typing the number. Power, progressive and predictive dialers are all types of auto dialer, and so are voice-broadcast systems that play recorded messages. Many Indian apps sold as an "auto dialer" actually work as power dialers: they ring the next lead in a queue from the telecaller's SIM once the last call ends. See auto dialer software for how the SIM version works.

See alsoPower dialerPredictive dialerCRM dialer

The average time a telecaller spends on one call from start to finish, including talk time, any hold time and the wrap-up work afterwards, such as saving the outcome and typing notes. Contact centres use it for staffing. Telecalling managers should read it carefully: a short AHT can mean efficient calls or rushed ones. Compare AHT with conversion for the same lead source before deciding that shorter is better.

See alsoTalk timeWrap-up timeCall disposition

The outcome a telecaller records when a call ends, such as Interested, Callback, Not reachable, Wrong number, Not interested or Do not call. Dispositions drive what happens next: a callback creates a reminder, not reachable triggers a retry rule, do not call removes the number from every queue. Keep the list short and clear, around six to ten options, so telecallers choose accurately. Disposition data also powers reports on connect rate and conversion by lead source.

See alsoWrap-up timeFollow-up reminderDo-not-call list

A way for a telecalling app to collect recordings made by the phone's own built-in call recorder and attach them to the right lead in the CRM. Since May 2022, Google Play policy has stopped third-party apps from recording call audio through the Accessibility API, so most SIM-based CRMs sync recorder files instead. It works on supported Android devices where the built-in recorder is available and switched on. See call recording for the details and limits.

See alsoSIM-based callingDPDP ActCall disposition

Placing a call with one click on a phone number inside the CRM, instead of typing or copying it. On a SIM-based set-up, clicking a number on the web dashboard sends the call to the telecaller's Android phone, which dials from its SIM. With cloud calling, the call goes out over a virtual number. It is the simplest form of dialer and works well for callbacks and one-off follow-ups, alongside a power dialer for queues.

See alsoPower dialerSIM-based callingVirtual number

A network feature that shows the caller's registered name on the receiving phone, alongside the number, without a third-party caller-ID app. DoT has directed telcos to provide it on 4G and higher networks from 1 November 2026. For businesses, the name shown comes from the telco's subscriber records, and bulk or business customers can request a preferred name. Check what name is registered against your business numbers so leads see your company, not an unfamiliar individual's name.

See alsoSIM-based callingVirtual numberConnect rate

The share of dial attempts that reach a live person, usually counted only when the call lasts longer than a set threshold, such as 20 seconds. It depends on lead freshness, time of day, caller ID trust and list quality. Published benchmarks are mostly US cold-calling figures and do not transfer to Indian inbound-lead telecalling, so measure your own baseline. The telecalling productivity guide explains how to set targets from your data.

See alsoSpeed-to-leadTalk timeCall disposition

A dialer built into a customer relationship management system, so every call starts from a lead record and every outcome lands back on it. Instead of a separate phone app and a spreadsheet, the telecaller sees the lead's source, history and notes, dials, records the disposition and sets the next follow-up in one flow. Managers get call logs, talk time and conversion in the same place. CRM Dialer is built this way around SIM-based power dialing.

See alsoAuto dialerPower dialerCall disposition

The silence a person hears after answering a call before anyone speaks. It usually comes from predictive dialers, which connect the call to an agent only after it is answered, or from answering machine detection taking a moment to decide. Even one or two seconds of silence signals "robocall" to many people in India, and they hang up. Single-line power and preview dialing avoid it because the telecaller is already on the line when the call connects.

See alsoPredictive dialerAbandon rateAnswering machine detection (AMD)

A TRAI-directed system for recording customers' consent to commercial communication digitally and sharing it on the DLT platform. Consent-seeking messages are sent from a common 127xxx short code, must state the purpose and brand, and confirmations include how to revoke consent. TRAI said that once DCA is implemented, consents collected through other means become void. Rollout has been gradual and led by banks; check with your telco whether it applies to your category yet.

See alsoDLT (Distributed Ledger Technology) platformTCCCPRDo-not-call list

The blockchain-based registry that Indian telcos run under TRAI's TCCCPR rules. Businesses that send commercial SMS or make registered promotional calls must register as Principal Entities and record their headers, content templates and consents on it. Telcos scrub traffic against the ledger and block messages that do not match. If you send follow-up SMS from your CRM, the templates must be DLT-approved. Header suffixes now show message type: -P, -S, -T or -G.

See alsoTCCCPR140-series numberDigital Consent Acquisition (DCA)

Do Not Disturb, formally the National Customer Preference Register. Indian mobile users register through 1909, their telco's app or the TRAI DND app to block all promotional calls and SMS, or to block everything except chosen categories such as real estate, education or health. Promotional calls and messages must be scrubbed against it. Category code numbers vary between published sources, so take them from your telco's DLT portal. See the compliance guide.

See also140-series numberTCCCPRDo-not-call list

Your own internal list of people who asked not to be called or messaged again. It is separate from the national DND register and applies even to leads who once enquired. Under TRAI's 2025 amendment, a sender cannot ask an opted-out customer for consent again until 90 days have passed. In CRM Dialer, the Do not call outcome removes the number from every queue and blocks re-contact for 90 days, with the change recorded in the audit log.

See alsoDND / NCPRCall dispositionTCCCPR

The Digital Personal Data Protection Act, 2023, India's main data protection law. Its Rules were notified on 14 November 2025 with an 18-month phased compliance period, so most duties apply from around May 2027. Lead names, numbers, notes and call recordings are personal data. The business deciding why they are used is the Data Fiduciary; the CRM vendor is usually a Data Processor. Key duties: clear consent notices, honouring withdrawal and erasure, and reasonable security safeguards.

See alsoCall recording syncLead sourceDo-not-call list

The time between a lead arriving in the CRM and the first call attempt to that lead. It is the working measure of speed-to-lead. Report the median and the share of leads called within your target window, because an average can hide a long tail of leads nobody called for a day. Slow first-call time usually points to assignment rules, shift gaps or a telecaller sitting on leads, which untouched-lead escalation can catch.

See alsoSpeed-to-leadRound-robin assignmentUntouched lead escalation

A scheduled task that tells a telecaller when to call a lead back, created when a call ends with a Callback or Interested outcome. Good reminders carry the context: the time the lead asked for, what was discussed and what to say next. Follow-up adherence, meaning the share of reminders actioned on time, is one of the strongest predictors of conversion in considered purchases like property, courses and loans, where the first call rarely closes.

See alsoCall dispositionLead scoringUntouched lead escalation

An automated phone menu that greets inbound callers and routes them by key press or speech, for example "Press 1 for new projects, 2 for site visits". IVR runs on cloud telephony with a virtual number, not on a personal SIM. For telecalling teams it is mainly useful for inbound calls from ads and portals: it can route by language or project and log every caller as a lead. In CRM Dialer, IVR is part of cloud calling.

See alsoVirtual numberMissed-call serviceMasked calling

Detecting and merging duplicate leads, usually by phone number, when the same person enquires through more than one channel or twice on the same portal. Without it, two telecallers may call the same buyer within minutes, which looks careless and inflates lead counts. Good deduplication keeps the original owner, adds the new source and enquiry to the history, and alerts the owner that the lead has re-engaged, which is often a buying signal.

See alsoLead sourceRound-robin assignmentLead scoring

Ranking leads by how likely they are to convert, so telecallers call the best ones first. Scores can be rule-based, such as adding points for a high-intent source, a budget field or a recent re-enquiry, or built from historical conversion data. Keep early scoring simple and transparent: a telecaller should understand why a lead is ranked high. Review it against actual conversion by source every month, because a scoring rule nobody checks quietly goes stale.

See alsoLead sourceFollow-up reminderRound-robin assignment

Where a lead came from: Facebook or Instagram Lead Ads, Google Ads forms, your website, IndiaMART, JustDial, 99acres, MagicBricks, a missed call or a walk-in. Recording the source on every lead serves two purposes. It shows which channels convert, so you can move budget. It is also your evidence that the person enquired, alongside the consent text and capture time, if a complaint is ever raised. See integrations for supported sources.

See alsoLead deduplicationDPDP ActRound-robin assignment

Connecting a telecaller and a customer through an intermediate virtual number so neither sees the other's real number. It protects customer data when telecallers leave and keeps the business's relationship with the lead, rather than the individual's. It is common in real estate, healthcare and marketplaces. Masking needs cloud telephony; a personal SIM always shows its own number, though a CRM can still hide the lead's number on the telecaller's screen.

See alsoVirtual numberIVR (Interactive Voice Response)SIM-based calling

A number that people call and that hangs up automatically, logging the caller as a lead at no cost to them. It is widely used in India on print ads, hoardings and packaging. A good set-up captures the number in the CRM, sends an instant SMS or WhatsApp acknowledgement and assigns a telecaller to call back within minutes. Because the person initiated contact, the callback is a response to their request, not a cold call.

See alsoVirtual numberSpeed-to-leadIVR (Interactive Voice Response)

A dialer that rings two or more numbers at the same time for one rep and connects whoever answers first, dropping the rest. It sits between power and predictive dialing in volume. It needs cloud telephony with several concurrent lines, so it cannot run from one SIM. It shares predictive dialing's main risk: when two people answer together, one gets dropped. It suits low-pick-up cold lists more than warm inbound enquiries.

See alsoPower dialerPredictive dialerAbandon rate

A dialer that calls the next lead in a queue as soon as the telecaller finishes the previous call and saves the outcome. One call at a time, with the lead's details on screen before the call connects, so there is no dead air and no abandoned calls. It removes the idle time of manual dialing and works well on a personal SIM through an Android app. See power dialer and the dialer comparison guide.

See alsoPredictive dialerProgressive dialerAuto dialer

A dialer that calls several numbers per agent before agents are free, using an algorithm that forecasts when someone will finish a call. Only answered calls are routed to agents. It gives the highest talk time per agent on large teams but causes abandoned calls and dead air when the forecast is wrong. It needs cloud lines, so it cannot run on a personal SIM. In CRM Dialer it is available with cloud calling; see predictive dialer.

See alsoPower dialerAbandon rateDead air

A dialing mode that shows the telecaller the full lead record before the call: source, notes, last outcome and any custom fields. The telecaller dials when ready, or the system starts after a short countdown. It is the slowest mode but gives the best-prepared conversations, which suits callbacks, high-value property or loan leads and complex B2B enquiries. Many teams pair preview for follow-ups with power dialing for fresh leads.

See alsoPower dialerProgressive dialerFollow-up reminder

A dialer that automatically places the next call only when an agent becomes free, usually one line per agent. Because it never dials ahead of availability, it produces no abandoned calls. Definitions vary between vendors: some treat progressive and power dialing as the same thing, others reserve "progressive" for contact-centre systems and "power" for list-driven or multi-line dialing. In practice, the behaviour on a single line is close.

See alsoPower dialerPredictive dialerPreview dialer

Distributing new leads to telecallers in rotation, one after another, so everyone gets a fair share as they arrive. Most teams add rules on top: by language, city, project or lead source, by working hours so leads skip people who are off shift, or weighted so stronger closers get more high-intent leads. Fast, automatic assignment is the first step to good speed-to-lead. See lead management for assignment options.

See alsoSpeed-to-leadUntouched lead escalationLead source

Making business calls from the telecaller's own mobile SIM through an Android app that is connected to the CRM, instead of through VoIP lines or a PBX. Setup is fast and there is no telephony bill beyond the mobile plan. Leads see a normal mobile number. Limits: it runs on Android only, it handles one call at a time so predictive dialing is not possible, and it must not be used for promotional calls to people who did not enquire.

See alsoClick-to-callCall recording syncVirtual number

How quickly a business makes first contact after a lead enquires. A widely cited Harvard Business Review study of 1.25 million leads found firms that contacted leads within an hour were about seven times as likely to qualify them as firms that waited longer (HBR, 2011). It is older US data, but the pattern matches what Indian teams see with portal and ad leads that enquire with several businesses at once.

See alsoFirst-call timeRound-robin assignmentUntouched lead escalation

Total minutes a telecaller spends in live conversation, usually reported per day and per week. It is the closest single measure of time spent selling, and it rises sharply when a dialer removes the gaps between calls. Read it alongside connect rate and conversion: high talk time with low conversion suggests long, unfocused calls, while low talk time with many dials suggests poor lists or timing. Set targets from your own team's data.

See alsoAverage handle time (AHT)Connect rateWrap-up time

The Telecom Commercial Communications Customer Preference Regulations, 2018, TRAI's rulebook for commercial calls and SMS in India. It created the DLT registration system and the DND preference framework. The February 2025 amendment barred ordinary 10-digit numbers from telemarketing, put promotional calls on the 140 series and service calls on 1600, tightened complaint thresholds and penalties, and added a 90-day lock on re-seeking consent after an opt-out.

See also140-series number1600-series numberDLT (Distributed Ledger Technology) platform

An automatic alert, or reassignment, when a new lead has not been called within a set time. For example, if a Facebook lead is still uncalled after 15 minutes, notify the team lead; after 30 minutes, move it to the next available telecaller. It protects speed-to-lead during busy hours, shift changes and leave days, and it shows managers where leads get stuck. Set the thresholds from your own first-call time data.

See alsoFirst-call timeRound-robin assignmentSpeed-to-lead

A phone number provided by a cloud telephony provider that is not tied to a physical SIM. Calls to and from it run over the internet and can be routed to any telecaller's phone or browser. Virtual numbers support IVR, masked calling, call queues and predictive dialing, which a personal SIM cannot. In India they come from licensed telecom partners, and promotional calls need registered 140-series numbers. See call centre software.

See alsoIVR (Interactive Voice Response)Masked calling140-series number

The time after a call ends that a telecaller spends saving the outcome, typing notes and scheduling the next step before the next call starts. A power dialer usually gives a short, configurable wrap-up window. Too short, and notes get skipped; too long, and it becomes idle time. Quick disposition buttons and note templates help keep it brief without losing the detail that the next caller will need.

See alsoAverage handle time (AHT)Call dispositionPower dialer