Glossary

Key terms used throughout the Orbit documentation and the customer-communications industry. Orbit is the Agentic Customer Communications Cloud — one platform spanning 9 aaS pillars (CPaaS, CCaaS, UCaaS, AIaaS, NaaS, CSPaaS, RTC PaaS, CXaaS, CDPaaS).

A

Abandonment Rate The share of queued calls that hang up before reaching an agent — the inbound-queue health metric the queue SLA forecast callback webhooks warn about. Orbit projects the abandonment curve per queue and, when the forecast shows the queue missing its target, fires queue.sla_breach_forecast before callers bail — see SLA-breach forecast callbacks and the callback documentation in Callbacks & scheduling. A2A (Agent-to-Agent federation) The open peer protocol (A2A v1.0.0) Orbit agents use to task agents in other organizations and accept tasks from external peers — the agent-to-agent counterpart of A2P (below). A peer discovers your agent through its signed Agent Card and sends work as a signed JSON-RPC envelope to the A2A endpoint, carrying the HMAC x-a2a-signature header; with a signing key registered, an unsigned or unverifiable envelope is rejected, and with none registered the endpoint fails open. Per-tenant and GA. See A2A federation. A2P (Application-to-Person) Messages sent from a software application to a human recipient. Includes notifications, alerts, OTPs, and marketing messages. Contrasts with P2P (person-to-person) messaging. Area Code Overlay A NANP (North American Numbering Plan) practice of assigning a second, geographically overlapping area code to an existing region, forcing callers to dial 10 digits (area code + number) for local calls instead of seven. Overlays occur when a region exhausts its available phone numbers under the original area code and a geographic split isn’t practical. This mandatory 10-digit dialing affects local-presence number strategies and DID provisioning — see the full definition. AMD (Answering Machine Detection) The far-end classifier on an outbound call that decides whether a human or a voicemail/answering machine picked up, so the Dialer (below) either bridges the call to an agent or leaves a message instead of burning agent time on a false pickup. See the full definition. Agent An AI-powered assistant in Orbit that handles conversations or executes tasks autonomously. Agents use LLMs, custom tools, and guardrails to interact with end users via messaging or voice channels. AHT (Average Handle Time) The average time an agent spends on a single interaction — talk time plus hold time plus after-call wrap-up work — divided by the number of interactions handled; a core contact-center efficiency metric. Orbit computes and returns it as aht_seconds across the queue analytics, agent-leaderboard, and queue-comparison endpoints (e.g. GET /api/v1/voice/queues/{id}/analytics). See the full definition. Attestation The STIR/SHAKEN signal that tells a receiving carrier how much the originating carrier could verify about an outbound call — A (full attestation) means the carrier authenticated the caller and confirmed their right to the calling number, B (partial) confirms the caller only, and C (gateway) applies to calls entering the network from an unverified source. On Orbit, the Numbers page tracks each outbound number’s attestation level, tier mix, and answer-rate lift over time. See the full definition. API Key A token used to authenticate requests to the Orbit API. Prefixed with dv_live_sk_ (live secret), dv_test_sk_ (test secret), dv_live_pk_ (live publishable), or dv_test_pk_ (test publishable). Aux / Pause Codes The named non-available codes an agent picks when they step away — the platform ships defaults (lunch, bio, training, break, coaching) and owners or admins extend the catalog per tenant. Picking a code moves the agent to the paused presence state, which takes them off the voice eligible list while leaving digital claims untouched; the softphone’s four-value toggle writes away and the API maps away → paused at the storage boundary. Optionally, a per-code duration ceiling fires an overrun alert and can auto-return the agent to available. See the agent presence lifecycle concept and the catalogs in Hold and pause reason codes.

B

Brand Vetting / Vetting Score The 0–100 score that TCR (The Campaign Registry)‘s external vetting partners assign to a US 10DLC brand after registration — a measure of how completely and accurately the brand’s legal identity (EIN, website, stock symbol where applicable) could be verified. The score sets the brand’s daily throughput tier per number: an unscored brand sits at the Low Volume Standard baseline, a score of 50 or higher unlocks Standard, and 75 or higher unlocks Top Tier. Read the current score, or request a re-vet after fixing a low one, through the vetting endpoints in the Compliance API; the tier math is in the 10DLC registration guide and the SMS channel page. Vetting is the per-brand, TCR-only input — distinct from the cross-channel Trust Score (below) that Orbit rolls up across all registration surfaces. BYOC (Bring Your Own Carrier) The arrangement where you keep your existing telecom carrier — and the rates, numbers, and routing agreements that come with it — while using Orbit for the application layer: IVR, call queues, messaging flows, and reporting. Orbit connects to your carrier over SIP for voice or SMPP for SMS instead of replacing it entirely. See the full definition and SIP (Session Initiation Protocol) / SMS Gateway (below). Burst Limit The maximum number of API requests allowed per second, separate from per-minute rate limits.

C

CLEC (Competitive Local Exchange Carrier) A landline carrier that competes with the region’s former monopoly incumbent carrier — as opposed to an ILEC (Incumbent Local Exchange Carrier) — and that holds numbers and files ports as the carrier of record in its own right. Every carrier of record registers with NECA and receives an OCN (below), the code a port-out request names in its target_carrier_ocn field. When you move a number off Orbit, the gaining carrier is often a CLEC rather than the incumbent. See the port-out flow in port a number out (port-out) and the porting endpoints. Call Tracking Assigning a unique, or dynamically-inserted, phone number to each marketing channel, ad, or campaign so an inbound call can be attributed back to the source that generated it. Tracking numbers are drawn from the same pooled number inventory used for other Caller ID features and forwarded to the business’s existing phone system. Caller ID Spoofing The fraudulent practice of presenting a falsified calling number so an inbound call appears to come from a trusted source — the attack STIR/SHAKEN (above) exists to stop by cryptographically binding caller identity to an attestation level. See the full definition. Campaign A bulk message send to a defined audience. Campaigns can be scheduled, targeted by contact lists or segments, and tracked for delivery metrics. Channel A communication medium: SMS, WhatsApp, RCS, Viber, Email, or Voice. Orbit provides a unified API across all channels. CNAM / Caller ID Branding (RCD) The name a recipient’s handset displays for an inbound call, beyond the raw digits. CNAM (Calling Name) is the traditional path: the terminating carrier dips a LIDB (Line Information Database) to look up the name the number’s carrier of record registered, so a call lands as “ACME SUPPORT” instead of just a number. RCD (Rich Call Data) is the newer branded-calling path that attaches a verified name and logo through the STIR/SHAKEN authentication chain rather than a carrier database lookup. Both are part of the Trust Score rollup (below) — manage per-number registrations, dips, and spam-label remediation in CNAM & Caller ID, and see the identity surfaces in Brand Identity & Trust Score. Concatenated / Multi-Part SMS An SMS longer than one Segment (below), split at send time into multiple segments that the sender chains with a User Data Header (UDH) so the recipient’s handset reassembles them into one visible message. The UDH consumes 7 bytes inside every part, which is why the per-segment budget drops when a message overflows — GSM-7 (above) goes from 160 characters single-part to 153 per part, and Unicode (below) from 70 to 67 — so a 161-character text counts as two segments, not one. Orbit computes and reports the segment count per message at the API layer; the encoding mechanics are in SMS segments & encoding and the billing impact in the pricing & throughput guide. Contact A person in your Orbit contact database, identified by phone number, email, or both. Contacts can have tags, custom attributes, and communication preferences. Cobrowse (Co-browsing) Real-time screen sharing between a customer and your support agent: the customer starts a live session from the web-chat widget, and the agent sees the same page from the inbox as the customer navigates it. Co-browse mirrors the page the customer is on — it is not a video call and never transmits other tabs or applications — and the customer controls the access level (view-only, or guided with explicit consent) and can end the session instantly from their side. Distinct from UCaaS softphone/video on the same tenant and from Conference (below), which are voice surfaces rather than page-sharing. The endpoints are in the Cobrowse API. Conference A multi-participant voice bridge: callers dial into — or are placed into — one room identified by a conference ID, and every participant hears every other, unlike a SIP Trunk (below) single-leg call that connects exactly two parties. Orbit reports a conference’s lifecycle through conference.created (the room opens), conference.participant_joined / conference.participant_left (per-leg arrivals and departures), and conference.ended (the room closes, always the last event for that conference ID) — see Conference Events in the webhook reference. Consent Receipt (Kantara) The tamper-evident JSON artifact a Consent Manager (India’s DPDP Act concept — a registered intermediary) issues for each consent record, modeled on the Kantara Initiative’s consent-receipt specification. Each receipt carries a receipt_id, the purpose, the fiduciary, the timestamp, and an ECDSA P-256 signature over a sorted-key JSON canonicalization of the payload. Orbit verifies the signature against the public key you registered before anything persists — only verified receipts are stored as consent, and a failed check returns 422 CONSENT_RECEIPT_INVALID (structurally-degenerate receipts fail earlier as 422 VALIDATION_ERROR). Register managers, mint receipts, and re-verify them during an audit over Consent Management & Receipts; walk the specific failure shapes on the consent-receipt-invalid troubleshooting page. CSAT (Customer Satisfaction Score) The post-interaction satisfaction rating a customer returns through a survey — collected per conversation and delivered to your application as survey.response webhook events. See the survey endpoints and the survey events in the webhook reference. Conversational AI Technology that understands natural-language input and holds a human-like, multi-turn exchange over text or voice, combining NLP, machine learning, and dialog management rather than matching input against a fixed script or menu. An Agent (above) is the specific LLM-based implementation of conversational AI that Orbit ships — see the full definition. Customer Journey The full sequence of interactions a customer has with a business across every channel — SMS, voice, email, WhatsApp, video, and the contact center — from first contact through onboarding, day-to-day usage, and renewal or support. A journey only becomes visible when identity resolution stitches those touchpoints back to one profile, and orchestration turns the mapped stages into automated next steps with advance rules and channel fallbacks. On Orbit, journeys run on the unified interaction history of the contact profile — see the full definition. Compliance Profile The named, reusable packet of verified identity and business data — legal entity, address, contact, and supporting documents — that a phone-number purchase, a Sender ID (below) registration, or a brand verification draws from instead of re-asking for the same paperwork. Profiles follow a review lifecycle (draft → pending_review → approved), and a number waiting on one idles at pending_compliance until the profile it needs is attached and approved — see Troubleshoot a pending number or Sender ID and the assembly guide in Assemble your tenant’s compliance posture. Containment The share of an Agent’s (above) conversations that close without a human Handoff (below) — the metric that answers “how much live traffic is the bot actually absorbing?”, distinct from the pre-ship evals score, which tests the agent against a fixed prompt set. See the AI Containment and Resolution dashboard. Conversational Commerce Completing a purchase — browsing a catalog, adding to cart, paying, and receiving order updates — inside the same messaging thread a customer already uses to chat with a business, rather than redirecting them to a separate website or app. Marketer Chris Messina coined the term in 2015. Orbit ships conversational commerce across WhatsApp and RCS product catalogs, a channel-agnostic pay-by-link checkout, and a unified cross-channel cart — see Channel above and RCS (Rich Communication Services) below. Conversational Experience The overall quality of a customer’s back-and-forth interactions with a business across digital channels — SMS, WhatsApp, RCS, web chat, email, and voice — as a continuous, contextual dialogue rather than one-way broadcasts or a form the customer fills out and waits on. It doesn’t require AI: a shared inbox with human agents replying quickly and seeing a customer’s full cross-channel history already delivers one. Conversational AI (above) is one way to scale that same quality of interaction to more channels and volume — see the full definition. Conversational Marketing A demand-generation approach that replaces static lead-capture forms and drip email funnels with real-time, two-way dialogue — live chat, a chatbot, or a messaging channel like SMS, WhatsApp, or RCS — to engage a website visitor or prospect the moment they show interest and route them to a demo, a purchase, or a human seller instantly instead of making them wait on a follow-up email. It sits earlier in the funnel than Conversational Commerce (above), which focuses on completing the purchase itself, and the two often run on the same channels — see the full definition. Conversational Support Customer service delivered through a natural-language chat interface — usually an AI-powered chatbot — that lets a customer ask a question in their own words and get an answer immediately, instead of navigating a phone menu, filling out a form, or waiting on hold for a live agent. Agent (above) is the Orbit building block that answers routine account, order, and billing questions this way and hands off to a human contact-center agent with the full conversation history when needed — see the full definition. Conversational UI (CUI) An interaction design pattern where a person completes a task by typing or speaking in natural language — through chat or voice — instead of navigating fixed menus, forms, or button taps. Conversational AI (above) is the underlying technology that powers a conversational UI; the UI is the chat window or phone call the person interacts with — see the full definition. CPaaS (Communications Platform as a Service) A cloud-based platform that enables developers to add real-time communication features (messaging, voice, video) to applications via APIs, without building or operating carrier infrastructure themselves. Contrasts with UCaaS, which packages finished internal-communication tools (softphone, SIP trunking, team calling) for a business’s own staff rather than API building blocks a developer integrates into their own product — see UCaaS below and the full definition, which also distinguishes CPaaS from CCaaS. Cascade (Message Cascade / Fallback Chain) The ordered fallback chain a message escalates through when the current hop can’t deliver — an undeliverable RCS send falls back to SMS, and every hop carries one shared message_group_id so the whole run reads back as one logical message rather than a set of disconnected sends. Escalate per send with a cascade field or arm an org-level default policy, then read a finished chain as a single group: see Cascade failover policy and logical cascade groups and the dashboard-side Track a cascade guide. Related to Fallback Channel (below), the per-channel retry concept this policy mechanism generalizes. CDR (Call Detail Record) The per-call billing and observability record — legs, durations, and per-call charges — that billing exports are reconciled against. Orbit walks the export-to-reconciliation flow in CDR exports & billing reconciliation. See the full definition. Cursor-Based Pagination A pagination method where each response includes an opaque cursor token pointing to the next page of results. More stable and performant than offset-based pagination. Message Route Trace The per-message ordered timeline GET /api/v1/messages/:id/trace returns — one event list over the message row and its webhook delivery log, covering accepted → validation → queued → routed → sent → the terminal receipt (delivered / failed / undelivered / rejected / read / expired / submitted_no_receipt), plus one webhook_fanout event per delivery to your webhook endpoints. Because it is assembled from persisted rows, a trace reflects history — it never re-queries the carrier live, and it is the diagnostic surface for the “delivered-but-never-received” symptom, naming the provider and MCC/MNC carrier hop you would hand to a carrier-side trace request. See the route-trace concept page.

D

DNC / DND Registry (Do-Not-Call / Do-Not-Disturb) A per-country list — run by a regulator or telecom authority — of phone numbers whose owners have opted out of unsolicited telemarketing calls or messages. Each country sets its own scope, category rules, and scrubbing cadence, so a sender contacting numbers in several countries checks each country’s registry. In Orbit, scrubbing against those registries is a tenant-owned control you configure per sending region, alongside the STOP-based Opt-In / Opt-Out (below). See the full definition. DLT (Distributed Ledger Technology) India’s telemarketing-compliance framework, mandated by TRAI (the Telecom Regulatory Authority of India — below): every business sending A2P SMS to Indian recipients must register itself as a Principal Entity, its Sender IDs (Headers), and its message content templates on a per-carrier DLT ledger before any traffic delivers, and the operators themselves — not Orbit — reject unregistered or mismatched sends. This is the telecom-industry meaning of “ledger” — each carrier records registrations on its own distributed ledger — not the generic blockchain meaning the acronym also carries. Orbit mirrors your DLT artifacts as a tenant-owned registry so the Indian registrations sit alongside the rest of your compliance posture: record your Principal Entity ID, Headers, and templates and track their status in the DLT-India registry. You still complete the underlying registration on a registrar’s DLT portal; Orbit records the resulting IDs. See also Sender ID (Alphanumeric) (below) and 10DLC (below) — the local counterparts of the same registration idea. TRAI (Telecom Regulatory Authority of India) The Indian telecom regulator whose DLT framework governs all A2P SMS to Indian recipients — see DLT (Distributed Ledger Technology) (above). DSAR (Data Subject Access Request) The formal mechanism a person uses to exercise their privacy rights over the personal data you hold about them — access, deletion, correction, portability, or opting out of the sale of the data — under GDPR (below), CCPA/CPRA, LGPD, PDPA, PIPEDA, and DPDP (India). Most privacy laws set a hard response deadline (30 days under GDPR, 45 under CCPA/CPRA), and Orbit’s SLA tracker applies the statutory clock based on the jurisdiction the request carries. Access and portability requests trigger the export flow — an operator-filed endpoint or a public self-service portal that verifies identity with a two-factor email + SMS OTP — and once a request has completed, failed, expired, or been cancelled, withdrawing it returns 409 DSAR_NOT_CANCELLABLE. Erasure requests run as a separate lifecycle: a GDPR Article-17 erasure opens a cancellable cooling-off window (per-tenant, default 7 days), a second pending or executing request against the same contact returns 409 ERASURE_COOLING_OFF_ACTIVE, and past that window the scheduled hard-delete executes. Fulfilling a request is a tenant-owned control — Orbit exports the data and manages the lifecycle; you decide what to disclose and who may act. See the DSAR guide and the erasure endpoint details in the Contacts API. GDPR (General Data Protection Regulation) The EU/EEA data-privacy regulation (with its UK twin) that’s the strictest member of the jurisdiction set a DSAR (above) can carry. It splits rights into Article-15 access requests (disclose the data held — maps to the know request type and access public portal verb), Article-16 rectification, Article-17 erasure (“right to be forgotten,” the cooling-off lifecycle above), and Article-20 portability. Orbit’s response-SLA tracker gives GDPR requests a 30-day clock. Configure your posture in the GDPR posture guide and confirm jurisdiction handling with counsel — the DSAR guide is not legal advice. Deliverability Score A single number, usually 0-100, estimating how likely an email is to reach its recipient before it is sent — combining a per-message content lint (spam-trigger keywords, shortened links) with the sending domain’s and IP’s historical reputation (bounce rate, spam-complaint rate, and engagement patterns). Unlike a delivery rate (a historical metric), it’s predictive: catching likely filters before a send so you can adjust and reduce bounce/spam-penalty exposure. See the full definition. DID (Direct Inward Dial) An individual phone number on your account — the address a customer dials directly (no extension, no switchboard) and the identity a message or call shows as its source. On Orbit every operation hangs off DIDs: porting moves them, Number Porting (below) being the canonical example; a Sender Pool (below) draws its routing rotation from them; a call or reply pins to the DID it arrived on (sender_dids in the API, number on inbound webhooks). The capability profile per DID — voice, SMS, MMS, toll-free — is per country: country capabilities. See Numbers overview and how routing resolves a DID in Sender & Routing; the per-number endpoints are in the Numbers API. DTMF (Dual-Tone Multi-Frequency) The signal generated when a phone key is pressed. Used in IVR menus for caller input (e.g., “Press 1 for sales”). Dialer The automated outbound-calling engine that works through a Campaign (above) contact list and originates voice calls on your behalf — a campaign is the audience and message definition, and the dialer is what actually places the calls. Orbit’s dialer runs in three modes: preview (an agent reviews each contact card, claimed atomically via GET /api/v1/dialer/next-call, then launches the call), power/progressive (the pacing engine originates calls as agents free up), and predictive — the mode industry calls a predictive dialer — where the pacing engine dials ahead of agent availability, using answer-rate predictions to keep agents talking while holding nuisance calls down, and connects answered calls to the next free agent. Answering-machine detection (AMD) determines whether a human or a voicemail picked up, tying into Call Tracking’s (above) spam-alert remediation so outbound numbers keep a clean answer-rate profile. For US recipients the dialer enforces the federal TCPA dialing window as a hard block with no override — see the TCPA dialing-window troubleshooting and the Dialer API. Disposition (Call Disposition) The outcome tag an agent submits when a conversation ends. Orbit carries two axes: wrap-up codes — a per-queue catalog with exactly one required or optional code per conversation, which can gate the busy → available return from Wrap-up / ACW (below); and disposition tags — a tenant-wide catalog of labels (many stamps per call: lead, vip, escalated) used for cross-cutting analytics and segment filtering rather than outcome enforcement. See Wrap-up codes, Call disposition tags, and the outbound-dialer variant in Dialer dispositions. DLQ (Dead-Letter Queue) The catch-all lane a failed Webhook (below) delivery lands in after every retry tier exhausts — a delivery that burnt through all ~10 attempts across roughly 4.3 hours of exponential backoff, or one sent to an endpoint Orbit already auto-disabled after 50 consecutive failures or a proven-dead 401/403/404/410 response. Dead-lettered deliveries stay replayable for 7 days: list them with GET /api/v1/webhooks/dlq and put one back into the retry pipeline with POST /api/v1/webhooks/dlq/{delivery_id}/replay (all under the Webhooks API); the same inbox sits in the dashboard under Developer → Webhooks → Dead-letter queue. A DLQ event is still recoverable — distinct from a suppressed recipient (the Suppression list, below) and from a corrupted artifact quarantined on a failed integrity check (recordings, archives) — so triage the lane before replaying. For recurring failures — signature mismatches, disabled endpoints, flapping receivers — see signature verification troubleshooting and the webhook deliveries, retries, DLQ, and replay troubleshooting page. DLR (Delivery Receipt) The status callback a carrier or messaging gateway returns after an SMS, MMS, or WhatsApp message is submitted, confirming whether it was delivered, failed, or is still pending — and why, via a carrier status code. DLRs arrive asynchronously, seconds to minutes after the send, since they depend on the destination carrier’s own delivery confirmation. On Orbit, a message sits in submitted_no_receipt (an intermediate state) until a DLR lands, and receipts arriving past the configured late-arrival window close the message as expired. Both transitions surface via message.failed — see Message Events in the webhook reference. See the full definition.

E

E.164 The international phone number format: +[country code][subscriber number]. Example: +14155552671. Required for all Orbit API phone number fields. E911 (Enhanced 911) The emergency-calling service that routes a 911 dial to the correct PSAP (Public Safety Answering Point) for the caller’s physical location, carrying registered dispatchable-address information with the call. On Orbit, every outbound voice call to an emergency short code (911 in the US/Canada, 112/999/000 elsewhere) is rejected pre-flight with 422 EMERGENCY_CALLING_NOT_SUPPORTED — a platform hard guard with no tenant toggle, so no carrier dispatch happens and no per-minute cost is billed. E911 itself is on the platform roadmap but not yet shipped; until it is, dial emergency services from a regular mobile or landline phone. See the full behavior and the operator obligations it places on softphone surfaces in Emergency calling and the FAQ entry in the Voice FAQ.

F

FCC AI Voice Written Consent The US prior-express-written-consent gate for outbound calls placed by an Agent (above) with AI-generated voice: a signature recorded as a consent event is required for the destination before the call may originate, and a verbal opt-in does not satisfy it. With no qualifying written consent on file the leg refuses pre-flight with the 4xx FCC_AI_VOICE_WRITTEN_CONSENT_REQUIRED, so no carrier dispatch happens; recording consent is a tenant-owned control. See the FCC AI voice consent guard and the FAQ entry in the Voice FAQ. Flow A visual automation workflow built with Orbit’s drag-and-drop flow builder. Flows connect triggers, conditions, and actions to automate communication sequences. FQDN (Fully Qualified Domain Name) A complete, unambiguous domain name — hooks.example.com, not hooks or an IP — that resolves to a public DNS record. Orbit behavior: when you register a Webhook (below) endpoint URL or a SIP Trunk (below) hostname, Orbit validates the host is a public FQDN and rejects loopback (127.0.0.1, localhost), RFC-1918 private ranges (10.0.0.0/8, 172.16.0.0/12, 192.168.0.0/16), and reserved name TLDs like .internal as 422 INVALID_WEBHOOK_URL, because an event it can never reach would silently fail delivery. Registering an endpoint whose URL once passed that check but later fails to resolve leaves the delivery in the retry/DLQ path. See webhook endpoint creation troubleshooting and SIP-trunk connection troubleshooting. Fallback Channel A backup channel used when the primary channel fails to deliver. For example, falling back from WhatsApp to SMS if the WhatsApp message is undelivered after 5 minutes. Fine-tuning Continuing to train a pre-trained language model on a smaller, curated dataset specific to a task, domain, or writing style, so the model’s own weights adjust to that narrower use case instead of relying only on the general model plus a prompt. Unlike RAG (below), which retrieves source content at query time, fine-tuning bakes the adjustment permanently into the model’s weights — see the full definition. Flashcall A missed-call OTP channel on the Verify service: instead of texting or speaking a code, POST /verify/send with channel: "flashcall" places a short outbound call — dropped before pickup — from a rotating caller-ID pool, and the trailing digits of that caller ID are the code the recipient enters. The recipient never answers anything, which removes a step the recipient’s device can auto-capture. Until a caller-ID pool is provisioned for the channel, the send fails closed with 503 SERVICE_UNAVAILABLE. Distinct from SNA (Silent Network Authentication) (below), which confirms device possession with no code at all. See Verify for the delivery-channel split and the CLI-pool requirement. FOC (Firm Order Commitment) The carrier-committed date the gaining carrier receives from the losing carrier for a port to complete—the stage where the losing side has accepted the order and committed to a release day. In Orbit’s Number Porting lifecycle (above) a request walks submitted → validating_loa → carrier_review → foc_assigned → foc_scheduled → completed, so the FOC landing is the point where the estimate becomes a carrier commitment rather than a guess. See the porting FAQ entry that walks the per-stage timeline and the porting endpoints.

G

Grey Route A messaging path that delivers A2P traffic over a channel intended for person-to-person messages — bypassing the destination carrier’s commercial agreements, licensing fees, and sender registration — to send at a lower cost than licensed routes allow. Grey routes violate carrier terms and are a primary target of carrier SMS firewalls; traffic caught on one is typically blocked outright, and a sender’s reputation on legitimate routes can be damaged too. Orbit sends exclusively over licensed, carrier-approved routes. See the full definition. Guardrails Rules applied to AI agent outputs to ensure compliance, safety, and brand consistency. Enforced inside the agent runtime. Examples: no PII exposure, no profanity, brand voice adherence. GSM-7 The default character encoding for SMS, supporting 128 characters (Latin letters, digits, common punctuation). Messages using only GSM-7 characters fit 160 chars per segment.

H

Handoff The point where a live interaction passes from an Agent’s (above) bot to a human — or, in a multi-agent setup, from one agent to an allowlisted downstream agent — with the full conversation context attached. A handoff to a human pauses the bot at the conversation level until control returns; a bot-to-bot handoff starts a fresh run on the receiving agent. See Handoff targets and the conversation-level pause semantics in Agent run lifecycle. HLR (Home Location Register) lookup A query against a mobile carrier’s subscriber database that checks whether a phone number is currently valid, active, and which network it’s registered on, without sending the number any traffic. Run before a bulk send to clean a contact list of disconnected or ported numbers and avoid wasted messaging spend. See the full definition. IMSI (International Mobile Subscriber Identity) The unique subscriber identifier a mobile SIM carries — the permanent identity an HLR/registry maps onto a subscriber’s MSISDN (their phone number) — used for fraud screening and SIM-swap detection rather than routing. See the full definition. HMAC-SHA256 A cryptographic signature algorithm used by Orbit to sign webhook payloads. The signature is sent in the X-Orbit-Signature header (or the legacy X-Devotel-Signature header for backwards compatibility). See the Webhook Security guide for verification examples.

I

Idempotency / Idempotency-Key The deduplication contract Orbit applies to POST requests that create a resource — a message, a call, a contact, a campaign, a top-up — so a retried request can’t execute twice. You pass a header named Idempotency-Key with a value you choose (a natural identifier like order-conf-98421 is easier to debug than a random UUID); Orbit stores the completed response against that key for 24 hours. Within that window, the same key with the same body returns the cached response — no duplicate send, no second charge. Three failure shapes to know: omitting the header on a money-moving endpoint returns IDEMPOTENCY_KEY_REQUIRED; a malformed key (wrong length or charset) returns INVALID_IDEMPOTENCY_KEY; replaying the same key with a different body returns 409 IDEMPOTENCY_KEY_REUSED. Distinct from SDK-level retry: every Orbit SDK auto-generates an Idempotency-Key (UUIDv4) on every non-GET request, so the SDK’s own retry loop never duplicates — but a duplicate POST without a key creates a second charge or order. Supply your own key whenever retries leave the process that mints the auto key (e.g., a job in your own queue re-run by a worker). See the full contract in Idempotency and safe retries, the wallet-side collision errors in Idempotency and billing gates, and the error-code taxonomy in the Error Code Reference. IP Warmup Gradually ramping up email send volume from a new sending IP address, starting with a small daily cap to engaged recipients and increasing it over days or weeks instead of sending at full volume immediately. Mailbox providers have no history to judge a brand-new IP by and treat a sudden burst as spam-like. Orbit’s email deliverability API computes and enforces the IP ramp automatically (GET /api/v1/email/warmup-plan, /warmup-status, /warmup-enforcement). See the full definition. Domain Warmup Same ramp applied to the sending domain (FROM domain). Domain reputation is DKIM/SPF-bound, so it is portable across IPs and does NOT reset when the sending IP rotates — a fresh domain on a warmed IP still starts from a conservative day-1 volume. The same three endpoints gate it separately from IP. See email DNS drift. Jitter The variation in packet-arrival delay on a real-time voice or video stream — some packets arrive early, others late — which the receiver smooths with a jitter buffer; sustained jitter past that buffer depletes it and surfaces as choppiness or clipped words callers hear before any packet actually drops. See the full definition and Video channel capabilities. IVR (Interactive Voice Response) An automated phone menu system that routes callers using voice prompts and DTMF key presses. Orbit’s IVR API supports AI-powered alternatives via agents.

J

Jambonz (SIP bridge) The session border controller / softswitch edge Orbit deploys to terminate every PSTN call — the SIP element that handles call signaling and asks the platform for the routing decision and verb plan per call. An on-premise or cloud PBX reaches it as a BYOC SIP Trunk (above), secure-payment flows bridge capture legs through it, and Conference (above) rooms are hosted on it. Distinct from the in-browser Softphone (above), which registers against the WebRTC bridge rather than the SBC. See the Jambonz softswitch model.

K

Knowledge Base A collection of documents that an AI agent can search during conversations for RAG (Retrieval-Augmented Generation).

L

Least-Cost Routing (LCR) The per-organization route-ordering policy that picks which upstream carrier path an outbound SMS egresses on — ranking the Devotel wholesale trunk and your connected BYO carriers per destination on cost, delivery quality, live bind health, and a sticky bonus for the route that most recently delivered. The failure it prevents: a congested or degraded route keeps drawing traffic — with sticky routing active, a route whose health drops loses its incumbency bonus and stops being picked until it recovers. LCR runs after sender resolution, so it decides which carrier path a message takes, not which sender it goes out from — that sender-identity step is in Sender & Routing, and the throughput caps on the chosen path are separate (Throughput, above). Preview the ranked routes with the dry-run GET /api/v1/messaging/lcr/route-quote and manage the policy with the GET / PUT /api/v1/messaging/lcr/policy endpoints under the Messaging API; the scoring inputs and configuration patterns are in Least-cost routing policy. LLM (Large Language Model) The AI model powering agent conversations. Orbit is Anthropic-only — all LLM requests route through a single partner-vetted Anthropic Claude gateway (claude-opus-4-7, claude-sonnet-4-6, claude-haiku-4-5-20251001, claude-fable-5). Tenants do not connect their own model-provider keys. An agent pinned to claude-fable-5 runs on claude-opus-4-7 at request time. Live Chat The real-time, session-based conversation channel a website or app visitor opens to reach a human agent (or an AI assistant first) without a phone call or an email wait — delivered over WebSockets rather than a carrier channel, and landed in the same shared inbox as SMS, WhatsApp, and email conversations. A Chatbot or Agent (above) can take the first turn and hand off to a human with the full transcript, and Cobrowse (above) extends the session into guided page-sharing. See the full definition. LOA (Letter of Authorization) The signed mandate a customer issues to authorize a phone-number port: the document that says “transfer this number from the losing carrier to the gaining carrier” and gives the carrier permission to act on it. In Orbit’s porting flow the signed LOA uploads early — the lifecycle first step past submitted is validating_loa before carrier review — and a rejected or expired LOA is the single most common hold point in a port. See the porting FAQ for the stage detail and the porting endpoints. Long Code A standard 10-digit phone number (e.g., +14155552671), as opposed to short codes. Used for both voice and SMS in the US under 10DLC regulations.

M

MCC/MNC (Mobile Country Code / Mobile Network Code) The pair of numeric codes that together identifies a mobile subscriber’s country (MCC) and specific carrier network (MNC) — for example, which network a phone number is currently registered on. A Number Lookup over the HLR or a carrier-data API returns the MCC/MNC pair alongside line type and portability status, rather than guessing it from the number’s dialing prefix. Routing on a stale pair — a number that has ported since it was last checked — is a common cause of misrouted messages and inflated delivery costs; per-country carrier rules matter too (see country capabilities). See the full definition. MCCMNC The concatenated MCC+MNC record key that billing and pricing use when referring to one destination operator — a single string like 26201 (MCC 262 for Germany + MNC 01 for Deutsche Telekom). Per-operator rates and per-operator overrides are keyed on this value; tenants add carrier-specific rate overlays in Billing → MCCMNC overrides (Pricing & rate resolution, Billing API — mccmnc-overrides). MSISDN (Mobile Station International Subscriber Directory Number) The E.164 phone number that identifies a mobile subscriber on their network — the number a customer dials and that carriers bill against, as distinct from the IMSI (below), which is the permanent SIM identity an HLR/registry maps onto a subscriber’s MSISDN. A Number Lookup resolves an MSISDN to its current carrier (MCC/MNC, above), line type, and portability status before a send commits to a route — see the full definition. Messaging Tier (WhatsApp Messaging Tier) Meta’s per-WABA daily cap on business-initiated conversations — how many unique customers your WhatsApp Business Account may start a conversation with inside a rolling 24 hours, independent of your per-second Throughput (below). Meta assigns the account to a tier — 1K, 10K, 100K, or unlimited recipients — and raises it as quality and volume history accumulate, so the ceiling is earned rather than configured. Sending past the current tier returns WHATSAPP_TIER_LIMIT_EXCEEDED on the rate-limit taxonomy; the right reaction is to slow the campaign rather than retry in a tight loop. Sustained high quality posture together with a growing base of 24-hour-initiated conversations is what moves an account up a tier — a degraded Quality Rating (below) is what drags it down. See the WhatsApp channel page for onboarding and per-WABA posture. Messaging Service A named sender container that binds a default sending identity plus per-message settings (status_callback, validity_period) — the Twilio Messaging Service parity object. Pass messaging_service_id on a send and the service’s sender fills in only when you don’t pass a sender yourself; the service sits in the from → sender_pool_id → messaging_service_id resolution chain alongside a direct sender and a Sender Pool (above), and a wrong or missing reference surfaces as the SENDER_REQUIRED error. Service-level send-rate caps are enforced per service as MESSAGING_SERVICE_MPS_EXCEEDED (see Throughput below). See Sender resolution, the Messaging Services API, and the sender chain concept. MO/MT (Mobile Originated / Mobile Terminated) The direction a message travels relative to the mobile network: an MO message is sent FROM a handset (a customer texting in), an MT message TO a handset (a business notification or reply). Carriers price, filter, and rate-limit the two directions differently, and an inbound webhook fires on MO — so when a reply isn’t recording or routing, naming the direction is the first diagnostic step. See Inbound message resolution and the inbound MO routing troubleshooting, plus the full definition. MMS (Multimedia Messaging Service) An extension of SMS that supports media attachments (images, video, audio). Available on numbers with the mms capability. MCP (Model Context Protocol) The open protocol an Agent (above) uses to call external tools — and, in the other direction, the protocol an external MCP client (Claude, ChatGPT, an IDE agent) uses to operate your tenant through Orbit’s hosted MCP server. When you register an MCP server for an agent, the server URL passes a write-time SSRF guard: a non-HTTPS scheme, a loopback/private/link-local address, an internal-only hostname, or a DNS record that resolves to one is refused as 422 INVALID_MCP_SERVER_URL (the OAuth grant’s token_url is validated identically as INVALID_MCP_OAUTH_TOKEN_URL), the same public-FQDN class of check the Webhook (below) and SIP Trunk (above) registrations run; server names are unique per agent, so a collision returns 409 MCP_SERVER_NAME_CONFLICT. See the hosted MCP server model and the client setup walkthroughs in the MCP server handshake guide.

N

NPA/NXX (Numbering Plan Area / Central Office code) The two geography codes that form the first six digits of a NANP (US/Canada) phone number: NPA is the three-digit area code and NXX the three-digit central office (exchange) code, together preceding the four-digit line number. NXX digits 2–9, and some NXX combinations — most notably N11 service codes such as 911 — are reserved. The pair matters for local-presence planning (matching the region your customers dial) and for porting scope. See country capabilities for region coverage and Number Porting (below) for the move itself. NAT (Network Address Translation) The technique a router or firewall uses to let many devices on a private network share one public IP address, rewriting the source address and port on outbound packets and reversing the change on the way back. NAT breaks the private address a SIP or WebRTC endpoint embeds inside its own signaling, which is why real-time voice and video need STUN / TURN / ICE (below) to find a reachable public address before media can flow — see the full definition. STUN / TURN / ICE The three protocols a WebRTC (below) endpoint uses to get media through NAT (above): STUN (Session Traversal Utilities for NAT) discovers the public address and port the NAT assigned; TURN (Traversal Using Relays around NAT) relays media through a public relay server when no direct path between the endpoints works; ICE (Interactive Connectivity Establishment) is the candidate-pairing algorithm that gathers STUN and TURN candidates and picks the best working path. Orbit runs a regional coturn TURN fleet so a relayed call stays short — see Media region routing — and when a call lands on a TURN relay path, the video call quality troubleshooting page is the place to start. NPS (Net Promoter Score) The loyalty metric derived from a single-question “how likely are you to recommend us” survey, scored 0–10 and bucketed detractors / passives / promoters — collected through the survey endpoints alongside CSAT (above) and delivered via survey.response webhooks in the webhook reference. Number Masking A privacy-proxy session that lets two parties exchange SMS and calls through a shared proxy number without seeing each other’s real phone number — the ride-share (driver and rider), delivery (courier and customer), marketplace (buyer and seller), and healthcare (provider and patient) pattern where both sides must reach each other and neither should walk away with the other’s personal contact information. You create a session with the two participants’ E.164 numbers and an optional TTL; Orbit claims a pool number, binds it to the session, and forwards traffic between the parties until you close the session explicitly or the TTL elapses and a scheduled sweep expires it — and the proxy number returns to the pool either way. See Number masking and the end-to-end masking sessions guide. Number Porting The process of transferring a phone number from one carrier to another. Orbit supports inbound porting from any carrier, typically completed in 7–14 business days. Notify / Unified Delivery Cascade The cross-channel completion receipt Orbit returns for a POST /api/v1/notify send — every hop of the fallback chain stamps the same notify_id, and GET /api/v1/notify/:notifyId reconstructs the whole chain to answer did any hop reach this recipient? with one call, reporting whether fallback legs are still pending and applying the channel-aware delivered predicate. Distinct from the per-channel DLR (above) events, which update one hop’s own message row as each carrier confirms: the notify_id receipt is the cross-channel aggregate over those hops, while the per-hop message.* events are the drill-down. An id stamped on no message row in your tenant returns 404 NOTIFY_NOT_FOUND. See the Track a cascade guide, the cascade semantics in Cascade failover policy, and the FAQ entry in the FAQ.

O

OCN (Operating Company Number) The four-digit code NECA assigns that identifies a carrier — which carrier holds or receives your number on a port. When you move a number off Orbit to another provider, pass that provider’s OCN in the target_carrier_ocn field of the port-out request to tell Orbit which carrier is claiming it. See the worked example in the port-out FAQ entry, the ownership model in the number-port-out model concept, and the CLEC entry (above) for the carrier class that most often owns an OCN. Origination / Termination The wire direction of a voice call or SMS, named from the network’s side of the hop: origination is traffic entering the telephony network (the caller’s side of the call, or a handset’s SMS to a number) and termination is traffic delivered onto it (the callee’s side of the call, or an SMS delivered to a handset). The voice and messaging siblings of the same idea are MO/MT (above): MO maps to origination, MT to termination — carriers price and regulate each direction separately, which is why an inbound US rate card lists origination while outbound pricing lists termination. On Orbit, inbound flows resolve through Inbound message resolution and the per-direction capability matrix in country capabilities. OTP (One-Time Password) A short-lived code sent via SMS, WhatsApp, or voice for identity verification. Managed through Orbit’s Verify API. Opt-In / Opt-Out The process by which a recipient consents to (opt-in) or withdraws from (opt-out) receiving messages. US regulations require explicit opt-in for marketing messages, and carriers enforce a standard keyword set on SMS: STOP (or UNSUBSCRIBE) withdraws consent, and START (or UNSTOP) re-grants it. A STOP reply on Orbit writes an opt-out against the contact with channel scope all and propagates it across every channel reachable on that address — the recipient is dropped pre-send from campaigns, contact imports, and API dispatches alike, and receives a confirmation telling them to reply START to re-subscribe. The per-channel entry points differ: SMS and WhatsApp opt-outs arrive as keyword replies, while an email opt-out arrives as an unsubscribe click — and all three converge on the same tenant-owned Suppression list (below). Manage named opt-out lists over the Opt-Out Lists API, record and audit consent directly through consent management, and read the full mechanics — including bulk CSV import and the re-consent path — in Opt-Out & Suppression Lists. See also the MessageSuppression API for the flat per-address suppression endpoint.. Omnichannel capacity reservation The atomic slot hold that stops an inbound interaction from being double-booked onto an agent who answers both voice calls and digital conversations. Each agent carries a tenant-configurable ceiling of blended slots (one for a live voice call, one per open digital conversation), and before either the voice dispatcher or the inbox router assigns work it must reserve a slot against that ceiling — a refusal re-routes to the next eligible agent, an overflow queue, or the unassigned pool. The hold is short-lived (released once the assignment lands, and expires on its own after a few dozen seconds) and governs inbound assignment only. See the full model in Omnichannel capacity and reservation.

P

PSAP (Public Safety Answering Point) The dispatch center an emergency call routes to — the destination E911 (see E) selects from the caller’s registered address so the right responders get dispatched. On Orbit, outbound voice calls to an emergency short code are rejected pre-flight with 422 EMERGENCY_CALLING_NOT_SUPPORTED — a platform hard guard with no tenant toggle — so dial emergency services from a regular mobile or landline phone. See Emergency calling for the full behavior and operator obligations on softphone surfaces. PDD (Post Dial Delay) The elapsed time between dialing a call and hearing ringback tone or the call connecting at the far end. PDD is a setup-phase metric driven by SIP signaling across the carriers between origination and termination, not by the audio path — consistently high PDD is a common early sign of a congested or poorly-routed voice trunk. Port-Out / Losing Carrier The reverse of Number Porting (above): moving a phone number you host on Orbit over to another carrier, making Orbit the losing carrier — and the requesting carrier the gaining one. The residual risk is theft-by-port (slamming/SIM-swap-adjacent fraud), so a port-out only proceeds after the subscriber authorizes the transfer with their current-carrier credentials (in the US, CPNI — Customer Proprietary Network Information — rules govern what account data a carrier can demand and share for validation): freeze outgoing ports while you verify the request genuinely came from the customer, and release only after the gaining carrier’s validate-ack cycle checks out. The port-in flow’s LOA/FOC mechanics in the porting guide apply symmetrically when you’re on the losing side. Packet Loss The share of media packets that never arrive on a real-time voice or video stream — unlike Jitter (above), which makes packets merely late, loss makes them missing, so the buffer can’t smooth it and audio/video drops out or sounds robotic. See the full definition. PBX (Private Branch Exchange) The phone system a business runs to route calls inside its own organization — extensions, ring groups, call queues, voicemail — connecting to the PSTN (below) and to carriers through a SIP Trunk (below) rather than physical phone lines in the cloud-PBX model. See the full definition. PSTN (Public Switched Telephone Network) The worldwide circuit-switched telephone network — the legacy trunk infrastructure actual calls terminate onto when a connection lands off-net. PBX (above) is the premises side and SS7 (below) carries its call signaling. See the full definition. Presence (Agent Presence) The five-state machine that every contact-center routing decision reads first — available, busy, wrapup, paused, offline — recorded per queue membership and folded into a single worst-case state by severity (busy > wrapup > paused > offline > available) by dispatch, the omnichannel capacity ledger, and supervisor wallboards. Dispatch only rings available; movements come from login, aux (pause/away) codes, wrap-up windows, and call assignment, with the softphone’s four-value toggle mapping away → paused at the storage boundary. Presence gates what Dialer (above) and queue dispatch may deliver to the agent at all. See the state table and the per-edge movers in the agent presence lifecycle concept. P2P (Person-to-Person) Messages exchanged between two humans, typically from personal phone numbers. Subject to different carrier rules than A2P messaging.

Q

MOS (Mean Opinion Score) The 1–5 voice-quality metric that compresses jitter, packet loss, and codec behavior into a single number a human panel or an algorithm assigns to a call’s audio — 4.0 or higher reads as good quality, while a dip toward 3 or below means callers are hearing Jitter (above) or Packet Loss (above) damage. The voice call quality troubleshooting page walks the per-leg metrics behind the score, and the Voice API returns MOS for recent calls. See the full definition. Quarantine A holding state that removes something — a sender, a delivery, an attachment, or a CDR (above) — from its normal rotation until a fault clears, so further traffic or billing doesn’t depend on a suspect artifact. Orbit uses it in three shapes: sorting a degraded number out of the sending rotation automatically through Closed-Loop Reputation Remediation until a reputation cooldown ends; a failed webhook artifact holding a delivery from replay until a decryption re-save succeeds; and the VOICE_BILLING_CURRENCY_DEFERRED row in Billing pause/block recovery, where a CDR is held uncharged until currency resolution recovers instead of being dropped or mis-billed. Distinct from a DLQ (below), which is the permanent exhaust lane after retries burn out — a quarantined CDR or payload is meant to resume once its fault clears — and from the Suppression list (below), which is a tenant-owned, deliberate recipient gate, not a fault-driven hold. On inbound email, an attachment flagged malicious by the threat scan is quarantined (dropped before it reaches the AI agent) as a fault-line decision, not a suppression rule. See the full definition. Quality Rating (WhatsApp) Meta’s per-template and per-account health signal for a WABA — GREEN, YELLOW, or RED — driven by recipient behaviour such as blocks and spam reports. Because it is Meta-owned rather than a tenant-owned control, a falling rating degrades how the account sends, and a maintained rating supports Messaging Tier (above) upgrades. When a template tips RED, Orbit surfaces WHATSAPP_TEMPLATE_PAUSED (Meta 132016), and when account-wide quality drops low, WHATSAPP_ACCOUNT_QUALITY_LOW (Meta 133000). An operator-opted-into template fires the whatsapp.template.auto_paused webhook when Meta reports it RED, pausing sends on it locally. See the template troubleshooting. Quiet Hours The tenant-owned send-window control that blocks (or holds) an outbound send outside the daily window you define, per channel and per recipient-local timezone — so a campaign launched at 11pm your time doesn’t land on your recipient’s phone at an intrusive hour. Quiet-hours windows are your configuration, evaluated at send time as one gate in the outbound admission chain (alongside wallet posture, block lists, frequency caps, and throughput); the one exception is the TCPA federal voice window for US recipients, which the platform owns and cannot be over-ridden. Configure the window in the quiet-hours guide and read how it composes in the send-gating concept.

R

RAG (Retrieval-Augmented Generation) A pattern where an AI agent retrieves relevant documents from a knowledge base before generating a response, improving accuracy and reducing hallucination. RBAC (Role-Based Access Control) Orbit’s permission system with ten roles. The five primary roles are owner, admin, developer, viewer, and billing. Four least-privilege seats extend it for contact-center and customer-data work: agent (agent console), supervisor (queue and call supervision), analyst (CDP computed-traits read), and marketer (campaign and data-quality). user is the base authenticated seat for self-service access. Each role has different API and dashboard permissions. RTP (Real-time Transport Protocol) The media-layer protocol that carries the actual audio and video packets of a call once signaling (SIP, above) has set the session up — the plane where Jitter (above) and Packet Loss (above) damage quality. See the full definition. Ring Group The set of agents or extensions an inbound call dials — simultaneously or in a fixed order — before it falls through to Voicemail (below); one inbound queue can carry several ring groups routed by IVR menu choice. Configure inbound routing in the Inbound number routing guide and the menu wiring in the IVR visual builder. See the full definition. RCS (Rich Communication Services) A next-generation messaging protocol that enables rich media, read receipts, typing indicators, and interactive elements over the default messaging app. RMD (Robocall Mitigation Database) The FCC’s public registry that every US voice service provider files in before it originates calls. Under 47 CFR § 64.6305 the filing declares the provider’s STIR/SHAKEN (below) implementation level — and, for any provider that has not fully deployed STIR/SHAKEN, a description of its robocall-mitigation program. Terminating carriers must refuse traffic from providers absent from or deficient in the database, so a missing or stale filing is a direct cause of outbound calls being blocked. Orbit tracks your filing as a tenant-owned lifecycle — draft → submitted → active → remediation_required → withdrawn, with withdrawn re-openable to draft — and you complete the FCC filing itself; an invalid transition returns 409 RMD_INVALID_TRANSITION. See the RMD registration guide. RND (Reassigned Numbers Database) The US database of phone numbers reported as permanently disconnected — the pre-contact check that tells you whether a number may have been reassigned to a new subscriber since you obtained consent. Orbit’s read-only check endpoint GET /api/v1/compliance/rnd/check takes the destination number plus your consent_date and returns one of three verdicts: yes (a permanent-disconnect record post-dates the consent date — the number may be reassigned, no Safe Harbor, do not contact), no (no disconnect record post-dating consent — Safe Harbor applies), or no_data (the database holds no disconnect record — a feed-unsynced or missing verdict, no Safe Harbor asserted). The endpoint is opt-in per organization (organizations.settings.rnd_scrub_enabled, default OFF, returning 403 RND_SCRUB_NOT_ENABLED while off) and its feed_synced flag reports whether the FCC RND snapshot (SomosGov / reassigned.us) has been ingested — until it is, every verdict fails to no_data. Enabling before the feed is connected is rejected as 409 RND_FEED_NOT_CONFIGURED, so the control never pretends to screen. See the RND section in Send gates.

S

CLI / CLIP (Calling Line Identification / Presentation) The wire name for the caller-ID value a network presents on an inbound call — the number the callee sees before answering. CLIP (Calling Line Identification Presentation) is the supplementary service that delivers the number to the callee; the same field is called Sender ID on SMS. Suppressing or falsifying the presented identity crosses into Caller ID Spoofing (above), which STIR/SHAKEN (below) exists to stop. Provisioning a rotating caller-ID pool is also what the Flashcall OTP channel (above) requires. See CNAM & Caller ID for the name-display side and Sender ID (Alphanumeric) below. Segment A single SMS message unit, billed separately when a message splits into more than one. The segment size depends on encoding: GSM-7 (above) messages fit 160 characters per segment and split into 153 characters each beyond that, while a single non-GSM-7 character forces Unicode (below) and drops the limits to 70 characters per segment (67 for multi-part) — so one emoji or curly quote can double the segment count of the same text. Orbit reports the computed segment count per message so you can predict per-message cost before sending — see the FAQ on segments and billing. Sender ID (Alphanumeric Sender ID) The identifier a recipient sees as the source of a message or call — a Long Code (above), a Short Code (below), or, outside the US and Canada, an alphanumeric name such as ORBIT (up to 11 characters in most countries). An alphanumeric sender ID can’t receive replies, so it suits one-way alerts and OTPs but not two-way conversations, and most countries that allow it require the name pre-registered before sending. In the US and Canada, A2P traffic instead goes through a registered 10DLC long code or short code. Sending from an unregistered or mismatched sender ID is one of the most common reasons a message gets filtered or blocked — register ahead via the sender ID registration guide; when an unapproved sender gates your sends, see the pending gated surfaces troubleshooting. For India-bound traffic the Sender ID registers as a Header under the DLT framework (above), recorded in the DLT-India registry. See the full definition and the alphanumeric sender ID definition. Session Replay A recorded playback of a customer’s widget session — the pages they visited and the path they took — attached to the conversation for agent-side review in the inbox. See Session replay. Sender Pool The pool of senders — long codes, short codes, alphanumeric sender IDs, or WhatsApp numbers — that a message draws routing from when it sends. A send walks the pool’s senders in rotation and applies per-sender throughput caps and per-country eligibility, so degrading one sender moves traffic to the rest. If every sender in the pool is over its throughput limit or removed, the message rows sit against an exhausted pool until capacity returns — add senders or route through a pool with free capacity (see the Sender Pools guide and the troubleshooting reference). Pool size should track real send volume: a pool spread thin across too many lightly-used numbers reads as Snowshoe (below) to carriers. Sentiment Analysis Automated classification of a message, chat, or call transcript’s emotional tone — typically positive, neutral, or negative — using natural language processing instead of a human manually tagging each interaction. Orbit’s inbox surfaces a per-conversation sentiment score computed from inbound SMS, chat, email, and voice-call transcripts. See the full definition. SBC (Session Border Controller) The network element at a voice-network edge that polices and normalizes SIP signaling and RTP (above) media between two domains — security, topology hiding, and interworking — sitting between an enterprise voice system and a carrier or platform. See the full definition. Softswitch The class-4 call-switching network element that routes and switches voice calls across carrier trunks and endpoints — the wholesale-grade engine a voice platform originates and terminates calls through, and the element Orbit deploys per tenant as the Jambonz (SIP bridge) (above) at the signaling edge. Distinct from a SIP Trunk (below), which is the connection from your PBX to a softswitch rather than the switching element itself. See the Jambonz softswitch model and the full definition. Short Code A 5–6 digit phone number used for high-volume SMS campaigns. Requires carrier approval and offers higher throughput than long codes. SLA (Service Level Agreement) The committed service-level target a queue or channel agrees to meet — typically “answer X% of calls within Y seconds” — that the queue SLA forecast callback webhooks watch live so an operator can re-staff before the breach lands rather than reading it in the morning report. See SLA-breach forecast callbacks and the abandonment-rate term (above). Softphone The in-browser SIP/WebRTC phone seat an agent calls from — the contact-center calling surface where Presence (above) toggles, Aux / Pause Codes (above), and Disposition (below) submission happen around voice queues. It exists in three forms that share one credential path: the built-in dashboard softphone (the zero-code default), an embedded LiveKit-based component mounted inside your own agent workspace, and a SIP-over-WebSocket client registering against Orbit’s WebRTC bridge. Distinguish it from the UCaaS (below) team softphone: the CCaaS seat is scoped to queue-dispatch and agent work — its presence toggle and reason-code pickups feed dispatch — while the UCaaS softphone is the finished internal-calling surface the Colleagues directory and extensions sit on, billed per seat rather than per queue license. Setup is in the browser softphone guide. SIP (Session Initiation Protocol) A signaling protocol for establishing, modifying, and terminating voice/video sessions. Orbit supports SIP trunking for carrier connectivity — see SIP Trunk below. SIP Trunk The named physical/logical connection from your PBX or carrier to Orbit’s voice edge — the way an on-premise or cloud phone system reaches the public telephone network over SIP signaling and media instead of physical phone lines, so calls travel as data over one internet connection. A trunk authenticates by SIP registration (username/password) or by IP allow-listing, and carries a configurable number of concurrent call channels rather than a fixed set of physical lines. The BYOC pattern (above) keeps your existing carrier and numbers while Orbit handles IVR, queues, and reporting — see Voice channel capabilities and the SIP Trunks API section. See the full definition. Snowshoe (Sender-Pool Spam) Spreading outbound A2P volume across many lightly-used numbers to dodge per-number carrier filters — the snowshoe analogy: each number carries only a trickle, so per-number thresholds never trip, but together they evade detection. Carriers now flag the pattern at the Sender Pool (above) level, so thin, oversized pools get blocked there instead of one number at a time. Orbit’s deliverability autopilot watches pool shape and flags an over-spread pool for consolidation (see the changelog); pool sizing guidance is in the SMS deliverability playbook. See also SMS Firewall (below) — the carrier-side filter that catches pooled volume tricks like this one. Spend-Velocity Anomaly A compliance fraud signal that trips when spend on a tenant suddenly accelerates — bulk outbound sends to high-cost destinations, an OTP-storm on premium routes, or a burst of activity after quiet history — so the platform holds traffic for review instead of letting a stolen set of credentials drain the wallet overnight. The tenant-owned response path: rotate the leaked key, tighten destination allow-lists, and set a sane spend ceiling. See Fraud shield and the full definition. SMS Firewall The carrier-side system that inspects SMS traffic in real time and blocks what resembles fraud or unauthorized routing — spam, artificial inflation of traffic (AIT), Grey Route (above) traffic that bypasses the carrier’s commercial agreements, and Snowshoe (above) pool-spreading patterns. Legitimate A2P senders occasionally get caught in aggressive filtering when their route or traffic pattern resembles the abuse the firewall is tuned to catch; sending over a properly licensed, registered route (a verified 10DLC campaign or a carrier-approved aggregator) is the main way to stay clear of it. Orbit sends exclusively over licensed, carrier-approved routes. See Network signals, fraud, and reputation and the full definition. SMS API The application-layer interface a developer integrates against to send and receive SMS from code — Orbit’s is POST /api/v1/messages/sms (see SMS). One call handles routing, concatenation, encoding, and delivery-status webhooks, so the integrator never manages a carrier connection directly. Contrasts with SMS Gateway below — an SMS API is the contract a developer codes against, not the wire protocol underneath it. SMS Gateway The underlying infrastructure — historically an SMPP bind, an on-premises appliance, or a GSM-modem device — that relays SMS traffic between a sender and a carrier’s SMSC. “Gateway” describes the wire-protocol connection point; most integrators never touch it directly and instead call an SMS API (above), which sits in front of one or more gateways. SMPP (Short Message Peer-to-Peer) The wire protocol carriers and messaging aggregators use to exchange SMS — the same protocol an SMSC expects Orbit to speak when submitting (see SMSC, below): an SMPP client opens a TCP or TLS session, authenticates with a system_id/password bind (bind_transceiver, or the send-only bind_transmitter / receive-only bind_receiver pair), then submits messages as submit_sm PDUs and receives DLRs (above) back over the same session. Orbit exposes a direct SMPP edge at smpp.orbit.devotel.io (ports 2775 plain TCP and 3550 TLS) as a drop-in alternative to the REST SMS API (above) for high-throughput integrations — traffic bound over SMPP flows through the same routing, delivery tracking, and compliance gates either way. See the SMPP connection guide — the BYOC arrangement (above) uses the same protocol to keep traffic on your own carrier. SMSC (Short Message Service Center) The network element inside a mobile carrier’s core infrastructure that stores, forwards, and delivers SMS messages between senders and handsets, queuing a message and retrying delivery if the recipient’s device is temporarily unreachable until it either succeeds or the message’s validity period (commonly 24–72 hours) expires. An SMS gateway never delivers text straight to a phone — it submits each message to the destination carrier’s SMSC over SMPP, and the SMSC completes (or reports the failure of) that final hop. See the full definition. SMS Pumping Fraud (AIT / SMS Toll Fraud) Bots repeatedly triggering OTP or verification texts against an app’s own login/signup form to drive up the business’s messaging bill on premium-rate or fraud-controlled numbers, with the attacker collecting a cut of the termination fees. Defend against it with per-number/per-IP rate limits on OTP requests and a challenge step before the SMS sends. See the full definition. Safe Harbor (reassigned numbers) The FCC shield (47 CFR § 64.1200(m)) that protects a caller from TCPA liability when an RND (Reassigned Numbers Database) query (above) showed no reassignment before the call — even if the number was, in fact, reassigned. On Orbit’s GET /api/v1/compliance/rnd/check endpoint the mapping is exact: a verdict of status: "no" returns safe_harbor: true; any other verdict (yes or no_data) returns safe_harbor: false. The Safe Harbor check is a tenant-owned pre-contact control like quiet hours or DNC scrubbing — the endpoint answers “is this still the same person who consented?”, while the DNC / DND Registry (above) answers “has this person opted out?”. See the RND section in Send gates. Sandbox / Test Mode The isolated sending mode you reach with a test-prefixed API Key (above) — a dv_test_sk_ secret key or a dv_test_pk_ publishable key — instead of a live dv_live_* credential. In test mode a send accepts as normal but terminates at the test_sent status with delivery simulated rather than placed on a carrier, so you can validate integrations, webhooks, and flows without spending wallet balance or stamping carrier-side sender reputation — the same body message.sent with status: "test_sent" reaches your webhook with simulated receipts. See Sandbox, test mode, and provisioning and the go-live gates in the pre-launch checklist. SNA (Silent Network Authentication) A non-delivery Verify factor channel — POST /verify/send with channel: "sna" — that confirms a device’s possession of a phone number without texting, calling, or emailing a code the recipient can read out to an attacker. Instead of delivering an OTP, SNA checks with the device’s own mobile network operator (via the CAMARA / GSMA Open Gateway broker) that the device currently holds a live session on that number — proof-of-possession, not proof-of-knowledge. Pass a device-bound device_token; on a confirmed match the verification returns status: "verified" with no OTP to intercept. Distinct from Flashcall (above), which still proves possession but via a code embedded in a dropped call’s caller-ID digits rather than a network-level check. See Verify for the factor-channel split. SS7 (Signaling System No. 7) The out-of-band signaling protocol suite telephone carriers use to set up and tear down calls, route SMS, and manage roaming across the PSTN (above) — the network-side counterpart of SIP (above), which runs at the application edge. See the full definition. Subaccount An organizational sub-unit created under a parent organization — a full organization of its own, with its own plan, API keys, users, senders, and wallet, linked to the parent by a single parent pointer (nesting stops there: a subaccount cannot parent another). Every API Key (above) is issued against exactly one organization, and the auth layer resolves that key to its org — parent or subaccount — on every request, so traffic, billing, and per-resource attribution stay partitioned between subaccounts. The parent funds each subaccount with credit transfers into its separate wallet and caps it with monthly_spend_cap_cents. See the scope chain and visibility model in the subaccount organization model concept. SSE (Server-Sent Events) A protocol for streaming data from server to client over HTTP. Used by Orbit’s agent chat API when stream: true is set. STIR/SHAKEN (Secure Telephone Identity Revisited / Signature-based Handling of Asserted information using toKENs) The US telecom framework that cryptographically signs a call’s caller ID so the terminating carrier can verify where the call actually originated before it rings. Every call carries an Attestation level (see A, above) — Full (A) means the originating carrier authenticated the caller and confirmed their right to the calling number, Partial (B) confirms the caller only, and Gateway (C) applies to calls entering the network from an unverified source — and carriers weigh that signal alongside reputation when deciding whether to label a call “Spam Likely” or block it. Orbit tracks each outbound number’s attestation tier and the answer-rate lift that tier earns over time on the Numbers page. See STIR/SHAKEN for outbound calls and the full definition. Sticky Sender / Sticky Routing The routing behavior that keeps repeat sends to the same recipient on the same sender number or carrier route, so a two-way conversation stays on one visible identity and a proven route keeps its edge until it degrades. On the sender side, the sender-resolution chain reuses the DID an existing conversation already ran on; on the carrier side, Least-Cost Routing (LCR) (above) gives the route that most recently delivered a sticky bonus in its per-destination ranking. See Sender resolution, Least-cost routing policy, and the full definition. Strict Sender / Strict Sender-ID (destination rule gate) An opt-in, tenant-owned toggle you set on your organization that re-checks every outbound alphanumeric Sender ID (above) against the destination country’s format, prefix, and length rules before the send is submitted. Orbit behavior: with the toggle off (default, permissive) a violating sender is accepted and a deliverability advisory rides on the message metadata; with it on, the same send fails closed as 422 SENDER_INVALID_FOR_DESTINATION with the offending rule in details.rule (wrong_length_exact, restricted_prefix, leading_trailing_space, alpha_unsupported_country) — so the reject lands in your API response instead of a carrier DLR after wallet spend. Distinct from the DNC / DND Registry scrub (above), which gates recipient opt-out rather than sender format. See the rule codes on the strict sender-ID troubleshooting page and the full send-path table in error codes. STT (Speech-to-Text) Converting spoken audio to written text. Orbit uses Deepgram Nova-3 for real-time transcription in voice agents. Suppression list The tenant-owned set of addresses — phone numbers, email addresses, or WhatsApp IDs — that must never receive another message from your tenant, whether the recipient opted out via STOP, unsubscribed, bounced, complained, or landed there through a bulk CSV import. Orbit treats it as a hard send-gate: a suppressed address is dropped before dispatch regardless of how the send was triggered, until the tenant explicitly re-permits it (the re-consent path in Opt-In / Opt-Out, above). Manage it in Opt-Out & Suppression Lists and download the full ledger for an audit via Export Consent & Suppression Records. See the full definition. Supervisor Coaching Modes (listen / whisper / barge / takeover) The four ways a supervisor inserts themself into a live agent call, escalating from passive to full control. Listen-in opens a one-way audio bridge — the supervisor monitors silently and neither call leg hears them. Whisper puts the supervisor’s voice on the agent leg only, so the caller can’t hear the coaching. Barge joins the supervisor as a third audible participant both legs hear. Takeover is the warm hand-off: the supervisor absorbs the call and replaces the agent as the active party — distinct from barge, which adds a third leg, because the leg-swap drops the agent chain-side. All four require the voice:monitor scope; listen-in, whisper, and barge run on POST /api/v1/voice/calls/{id}/listen, /whisper, and /barge under the live-supervisor surface, while a failed takeover fires the supervisor.takeover_failed webhook when the leg-swap is declined. Don’t confuse takeover with an in-call warm transfer — the per-call consult leg that hands the call to a different destination — or with a Handoff (above), which is AI→human escalation, not supervisor-to-agent. See the Live supervisor API surface, the agent-assist whisper coaching guide, and the supervisor coaching guide.

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Throttling The request-admission slowdown that holds a send or API call back before it overruns a rate limit, as a backpressure response rather than a hard reject — the sender sees elevated latency or a queued state instead of a 429, and a planned campaign slows to the allowed pace. A hard rate-limit reject is the opposite outcome: the request fails fast with a limit error; see Rate limits & cooldowns and the rate-limits troubleshooting. See the full definition. 10DLC (10-Digit Long Code) A US carrier registration system for A2P messaging over standard 10-digit phone numbers. Registration requires a brand and campaign, both filed with TCR (The Campaign Registry) (below). For India-bound traffic the counterpart framework is DLT (above) — a per-carrier registration ledger rather than a single central registry. See the 10DLC guide. TCR (The Campaign Registry) The central clearinghouse US mobile carriers appointed to register brands and messaging campaigns for A2P 10DLC traffic. Every campaign running on US 10-digit long codes is filed with TCR — either directly or through a CPaaS partner like Orbit — and carriers look up the registration to decide the throughput and filtering that apply. See the full definition and the 10DLC guide. Trust Score The 0–100 rollup on the Brand Identity API (GET /api/v1/brand-identity/status) that reads the current registration state across six surfaces — 10DLC (messaging_10dlc), toll-free verification, WhatsApp Business (whatsapp_business), RCS (rcs_business), branded calling (RCD / CNAM), and per-number regulatory KYC (number_regulatory) — and collapses them into a single score plus a prioritized nextActions list of what to complete next. Trust Score is cross-channel and organization-wide: it is verified / applicable across those six surfaces, not per-brand. Distinct from Brand Vetting / Vetting Score (above), which is TCR-only, per-brand, and specific to US 10DLC throughput — the trust rollup instead tells your integrations “how verified am I, everywhere.” See the Brand Identity API reference. TTS (Text-to-Speech) Converting written text to spoken audio. Orbit uses Cartesia Sonic 3.5 (primary) and ElevenLabs Flash v2.5 (fallback) for voice agents. 24-Hour Window (WhatsApp Service Window) The rolling customer-service window Meta opens on a WhatsApp conversation the moment a customer messages you. For 24 hours from their last inbound message you reply in free-form; after it lapses you can only reach that customer with a pre-approved Template (below), and the window re-opens on the customer’s next inbound message. See the 24-hour window guide. Template A pre-approved message format for business-initiated conversations on WhatsApp and RCS. Templates can include dynamic variables. See also: Messaging Tier (WhatsApp Messaging Tier) (above) and Quality Rating (WhatsApp) (above) — the Meta-owned mechanisms that gate template sends. Toll-Free Verification The registration surface for US/Canada toll-free SMS — the 8XX numbers (800, 833, 844, 855, 866, 877, 888) that send A2P traffic without a 10DLC-style brand-plus-campaign filing. Verification ties the number to your business identity and use case, and once approved it unlocks a higher per-number throughput ceiling than unverified toll-free traffic; unlike 10DLC (above) it carries no TCR Brand Vetting / Vetting Score (above) — one filing covers the sender, not a per-campaign declaration. Toll-free SMS is send-only in Orbit’s capability model (no inbound MO leg — see country capabilities), it feeds the Trust Score (below) as its own surface (messaging_toll_free), and it runs through the sender-ID registration guide. Tenant An organization or account in Orbit. Each tenant has isolated data, API keys, and billing. Throughput The send-rate capacity — per second or per minute — at which a number, sender pool, or messaging service may dispatch messages before excess traffic queues, throttles, or rejects. Caps apply per number and per messaging service, enforced as the NUMBER_MPS_EXCEEDED and MESSAGING_SERVICE_MPS_EXCEEDED errors on the rate-limit taxonomy, and registration trust (a well-vetted 10DLC campaign, toll-free verification) is what unlocks a higher ceiling. Read the taxonomy in Rate limits & cooldowns and diagnose throttling in the rate-limits troubleshooting. See the full definition. See also: Messaging Tier (WhatsApp Messaging Tier) (above) and Quality Rating (WhatsApp) (above) — Meta’s recipient-count ceiling and health signal on the WhatsApp lane. Tool A function that an AI agent can invoke during a conversation. Examples: looking up an order, checking inventory, scheduling an appointment.

U

UCaaS (Unified Communications as a Service) A cloud platform that bundles a business’s own internal voice, video, and team-messaging tools — browser softphone, SIP trunking, PBX replacement, find-me/follow-me — into one subscription, configured through a dashboard rather than code. Contrasts with CPaaS above: UCaaS is a finished internal-communications product, while CPaaS is a set of APIs a developer wires into their own application. Orbit ships both on the same tenant — its UCaaS pillar sits alongside the core CPaaS messaging, voice, and video APIs documented here. Unicode The extended character set covering all global scripts, emoji, and special characters. In SMS, any single non-GSM-7 character puts the whole message on Unicode encoding, where Segments (above) hold just 70 characters (67 for multi-part) instead of 160 — the encoding, not the visible length, decides both your segment count and what the message bills. USSD (Unstructured Supplementary Service Data) The menu-over-dial-code channel for 2G and feature phones: the subscriber dials a short code, the network opens a synchronous session, and each screen is one request/response round trip answered with a CON (continue) or END (terminate) disposition. Orbit models the menu as a tree of screened nodes and answers each step as a pure function of the accumulated input, so no per-session state lives anywhere. See the USSD channel page and the session-model concept.

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VoIP (Voice over Internet Protocol) Voice carried as data packets over IP networks instead of the circuit-switched PSTN (below) — the transport model the entire SIP (above) + RTP (above) stack runs on. SIP is VoIP’s signaling protocol and RTP its media protocol; PSTN is what a VoIP call interconnects with when it terminates off-net. See the full definition. vCon (Virtual Conversation) The IETF-standardized signed container format for an entire conversation — all parties, the transcript, recordings, and analysis — that survives export and import intact, proven via its digital signature. Orbit ships conversation export and import as signed vCon containers; see Export conversations as signed IETF vCon containers and the container placement in the export families model. Validity Period The per-message time-to-live — how long the sending pipeline tries to deliver before stopping and closing the message as expired. On the carrier side the SMSC (above) stores and retries an SMS until it either succeeds or the message’s validity period runs out; on the Orbit send itself the terminal row decodes as expired (time-to-live exceeded before send — resend with a longer window or fix the hold that stalled it). A Messaging Service (above) binds a default validity_period for every message sent through it via the sender-resolution chain, so you set the policy once on the service rather than per send. See the per-message settings on the sender-resolution concept and the expired row of the status decoder in the troubleshooting reference. Voice Codec The encoder/decoder pair that compresses raw audio into packets an RTP (above) stream carries and back — trading bandwidth, latency, and fidelity (narrowband G.711 against wideband Opus, for example) — chosen per leg at call setup. See the full definition. Verify Orbit’s identity verification service for sending and checking OTP codes via SMS, WhatsApp, or voice. Voice Biometrics The inbound-call speaker-recognition check that scores whether the caller’s voice matches the profile your tenant enrolled — flagging an impostor before an agent discloses account details, as a tenant-owned control. See Voice biometrics. Voicemail The mailbox that records a caller’s message when no one answers — on Orbit, a tenant-owned core voice feature: per-box greeting, message storage, and transcription, configured in Voicemail boxes; the same pickup case AMD (above) detects on outbound dialing.

W

WebRTC (Web Real-Time Communication) The open browser and mobile stack that carries real-time audio and video without plugins — the capture, transport, and NAT-traversal machinery behind the video channel and the browser Softphone (above). Orbit’s media SFU sits on WebRTC for in-browser voice and video, registered through its WebRTC bridge — see Media planes, the Video channel, and the browser softphone guide, plus the full definition. WebSockets The persistent bidirectional transport that keeps a live-data session open between a browser and a server — the channel that delivers Live Chat (below) messages and the dashboard’s real-time inbox without polling. When the transport is the suspect, see the cobrowse-stuck troubleshooting; the full definition. WABA (WhatsApp Business Account) The registered business identity on Meta’s WhatsApp Business Platform that owns a company’s WhatsApp phone numbers, message templates, and messaging permissions. Approval runs through Meta Business verification, then display-name and template review; Orbit’s WhatsApp onboarding walks you through it end to end. See the full definition and the WABA setup guide. Webhook An HTTP callback Orbit sends to a URL your application owns whenever something happens — a message is delivered, a call ends, a reply arrives. Instead of polling an API for changes, your server exposes an HTTPS endpoint and Orbit POSTs the event to it as it occurs, signed with HMAC-SHA256 (X-Orbit-Signature) so your code can verify it before acting. Acknowledge deliveries quickly and process them asynchronously — a slow or failing endpoint can stall retries and drop events past the retry window. See the full definition and the Webhook Security guide. Warmup (Number and Sender Registration) Gradually ramping message or call volume on a newly registered sender — a fresh Long Code, Short Code, alphanumeric Sender ID, or 10DLC-registered number (all above) — instead of sending at full volume from day one, since carriers have no delivery history to judge a brand-new sender by and treat a sudden burst as spam-like, flagging or filtering it before registration fully proves out. This is the non-email counterpart of IP Warmup (above), which ramps email sending IPs and domains: same reputation principle, applied to messaging and voice senders — start with low volume to engaged recipients after registration completes and increase it over days as deliverability holds. Wrap-up / ACW (After-Call Work) The post-call work window between the conversation ending and the agent returning to available — the slice of AHT (above) beyond talk and hold, and the wrapup Presence (above) state dispatch keeps the agent off the eligible list during. Orbit runs the window per queue (the queue’s wrap-up seconds setting): it ends when the timer expires or the agent submits a Disposition (below) early, and a queue with disposition-required set holds the agent’s busy → available flip until one is recorded. Configure the outcome catalog in Wrap-up codes and read how the state gates routing in the agent presence lifecycle concept.

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