Glossar
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0137-Numbers
0137 numbers in Germany are special service numbers, also known as MABEZ numbers, mainly used for handling large volumes of calls. They are commonly used for TV shows, competitions, voting, or fundraising campaigns when many calls are expected within a short period. The cost to the caller depends on the number range selected, from 0137-1 to 0137-9, and is charged either per call or per minute.
0180-Numbers
0180 numbers, also known as shared-cost numbers, are paid service numbers commonly used for customer service or support hotlines and ordering services. The cost of the call is generally shared between the caller and the provider. The caller’s charges, either per minute or per call, vary depending on the final digit, from 0180-1 to 0180-7, and on whether the call is made from a German landline or a mobile network. These numbers can usually also be reached from abroad by dialing Germany’s country code, 0049, in front of the number, although additional charges apply. Since the introduction of free waiting time in call queues, their importance in Germany has declined sharply, and they are now used only rarely.
032-Numbers
The 032 number range in Germany is a so-called National Subscriber Number without any geographic link. It functions like a regular landline number, but it is not tied to a specific location and, like a geographic number, can be used for services such as VoIP. For callers, the cost is not always included in standard landline flat-rate plans, which means a call to an 032 number can be more expensive than a regular local call. It was introduced by the Federal Network Agency primarily to ease pressure on the traditional geographic area code system.
0800-Numbers
0800 numbers in Germany are toll-free service numbers for callers and are also referred to as freephone or freecall numbers. All call charges are covered by the service provider. They offer companies and organizations a customer-friendly way to be contacted and are therefore commonly used for customer service, support, and ordering hotlines. These numbers can be reached free of charge from all German landline and mobile networks. German 0800 numbers cannot be called from abroad.
00800-Numbers
A 00800 number, also known as a UIFN, is an international toll-free telephone number that can be set up in many countries. This allows a company to be reached worldwide through one single number. Calls can be routed flexibly either within the respective country or from all countries to one central destination in a specific country. Calls are free of charge from all countries and networks where the service is available, with the number holder covering the costs.
0900-Number
In Germany, 0900 numbers are used for premium-rate services that are charged directly to the caller’s phone bill. They are commonly used for advisory services, entertainment and information services, or technical support. The cost per minute depends on the specific number range, from 0900-0 to 0900-8, and is announced free of charge before each call.
A
ACD
ACD stands for Automatic Call Distribution. It is a specialized telephony system that automatically answers incoming calls in call and contact centers and sorts them according to predefined rules. The system then routes the calls, for example, to the best available and most qualified agent or to the appropriate team, helping to minimize wait times and improve service efficiency.
Acquirer
An acquirer, also known as an acquiring bank or merchant bank, is a financial institution that authorizes and processes credit and debit card payments for an online merchant. It enters into an agreement with the merchant to accept transactions transmitted by the payment service provider (PSP) through the card network, such as Visa or Mastercard. The acquirer ensures that the payment is successfully transferred from the customer’s account to the merchant’s account and, in doing so, assumes the default risk for those transactions.
Artificial Intelligence (AI)
Artificial intelligence, or AI, refers to the ability of computers or machines to perform tasks that normally require human intelligence, such as learning, problem solving, or understanding language. By using algorithms and data, AI can identify patterns, make decisions, and improve over time. It is used in many areas, including voice and chatbots, speech recognition, automated processes, and data analysis. The aim of AI is to replicate human intelligence in technical systems and make processes more efficient.
API
An API, or Application Programming Interface, is a software interface that enables data exchange and communication between different software applications. It defines how programs interact with each other and what data or functions can be shared. APIs are commonly used to connect external services, apps, or systems, and to automate or extend processes.
B
Blacklist
A blacklist is a list of telephone numbers, IP addresses, or other identifiers that are classified as unwanted or untrustworthy. It is used to automatically block or reject incoming or outgoing connections involving any of the listed entries. This is primarily done to prevent spam calls, fraudulent calls, or unwanted advertising. In the 0900 sector, it is also used to stop late payers or people with outstanding invoices from using further premium-rate services. When callers on a blacklist attempt to connect, they typically hear a busy signal or are rejected immediately, which helps prevent fraud and protect users. The opposite of this is a whitelist.
C
Call-Tracking
Call tracking is a method used to measure the success of marketing and advertising campaigns by recording phone calls as conversions. In this process, unique phone numbers are assigned to different advertising sources, such as a website, a print ad, or Google Ads. When a customer dials one of these numbers, the system can determine exactly which specific campaign or channel generated the call. This makes the effectiveness of both online and offline marketing transparent and enables data-driven budget optimization.
Carrier
The term carrier, also known as a telecommunications provider or network operator, refers in the telecommunications industry to a company that owns, operates, or leases network infrastructure, such as cables, fiber-optic lines, or mobile phone towers, in order to provide telecommunications services. These services include telephony, internet access, mobile communications, and data transmission. Carriers enable both end users and other telecommunications companies, such as service providers, to communicate with one another and exchange data. They therefore form the foundation of digital connectivity.
Chatbot
A chatbot is a computer program that automatically communicates with people through text or voice messages. It uses predefined rules or artificial intelligence to answer questions, provide information, or carry out simple tasks. Chatbots are commonly used on websites, in apps, or in messaging platforms to support customer service and automate processes. The goal is to handle inquiries quickly and efficiently, often around the clock.
Cloud Telephony
Cloud telephony is a modern form of telephony in which the phone system is no longer located on site, but is instead operated in the cloud via the internet. Calls and connections are handled over the internet, so a traditional on premises phone system or dedicated lines are no longer required. Businesses benefit from greater flexibility, easy scalability, and lower maintenance costs.
Consultant portal
A consultant portal is a specialized online platform through which paid advisory services, such as legal advice, astrology consultations, and life coaching, are delivered by phone, chat, or email. Its purpose is to connect customers with consultants and manage the entire service process.
CORAZÓN’s system software provides the complete telephony handling, including direct calls, call carousels, and callback functions, along with the database infrastructure and integration of various payment methods. This makes it possible to manage all functions and administrative tasks, such as service configuration, customer registration, statistics reporting, consultant management, and consultant billing. CORAZÓN supplies the full backend, which can be connected to the client’s own website through interfaces.
Conversion
In online marketing, a conversion is the process of turning a website visitor into a customer or prospective customer. It is the moment when a user successfully completes an action that the website operator wants them to take. Typical examples include purchasing a product, signing up for a newsletter, or submitting a contact form.
D
DDI
In telecommunications, DDI stands for Direct Dial In and refers to the direct extension function within a telephone system. It allows external callers to reach individual internal extensions or employees of a company directly, without having to go through the main switchboard or a receptionist. For this purpose, the provider or network operator assigns the company a block of phone numbers, with the base number, or main number, extended by individual final digits that serve as direct DDI numbers. DDI improves accessibility and efficiency in professional telephone systems.
F
Free Waiting Time
The term free waiting time refers to the legal requirement that callers must not be charged while they are on hold, as long as their request has not yet been handled by an employee or an automated system, such as an IVR. In Germany, this no charge rule applies in particular to service numbers, such as 0180 or 0900 numbers, once the caller is placed in a queue. The purpose of the rule is to prevent customers from having to pay simply for waiting or for being routed through the network.
Freephone (Nummer)
A freephone number, such as 0800 in Germany or 00800 internationally, is a telephone number that is free of charge for the caller. The call costs are covered by the provider that offers the number. These numbers are not tied to any specific location and are often used for customer hotlines or service lines to make contact easier.
G
Geo-Nummer
A geo number, also known as a geographic telephone number, is a phone number with a location based area code, such as 030 for Berlin, which appears just like a local landline number. Unlike a traditional local fixed line number, however, it is not tied to a physical location or telephone line and can forward calls to any destination worldwide. This means it can offer all the functionality of a service number.
For callers, only the usual local call charges apply, which are generally included at no extra cost in flat rate plans for calls to the German landline network. To use a geo number, with the exception of 032 numbers, a local connection is required in the form of proof of a registered business address or residential address in the relevant location.
I
Inbound
In telecommunications and telephony, inbound refers to incoming call traffic, meaning calls made by customers or other external parties to a company. Typical examples include hotlines, support centers, and service centers that receive calls. The focus is on handling customer inquiries and support requests. Inbound is therefore the counterpart to outbound, where companies actively place calls themselves.
IP
IP stands for Internet Protocol. It is a fundamental set of rules that defines how data packets are sent and received over the internet or other IP based networks, making it essential for global communication in computer networks. Every device on the internet is assigned a unique IP address.
In the context of an IP telephone system or VoIP, which stands for Voice over IP, this means that voice information is converted into digital data packets and transmitted using this protocol. Instead of relying on the traditional telephone network, communication takes place over the existing internet infrastructure. This often enables a more cost effective, feature rich, and modern form of telecommunications.
IP Telephony
IP telephony, also known as Voice over IP or VoIP, refers to making phone calls over a computer network based on the Internet Protocol (IP). In this process, speech is converted into digital data packets and transmitted to the other party over an internet connection, instead of using the traditional telephone network. This often provides greater flexibility, more features such as video conferencing, and lower costs. As a result, all communication can be brought together on a single digital platform.
IVR-System
An IVR system, or Interactive Voice Response system, is a computerized telephone system that interacts with callers by playing pre recorded or dynamically generated voice prompts. It allows callers to select menu options either by using their phone keypad or by speaking. The purpose is to handle customer inquiries automatically, provide information, or route calls to the appropriate department without human intervention. Companies use IVR systems to reduce staff workload and manage calls more efficiently.
J
Junk-Calls
Junk calls are unwanted, unsolicited, or nuisance phone calls, typically made for advertising and sales purposes, scams, or surveys. They are often placed automatically or on a mass scale and may also take the form of cold calls intended to pressure people into contracts over the phone or to obtain personal data through phishing. The term can also refer to prank calls from people who have no real interest in a company’s services or products and make such calls simply to pass the time. For those receiving them, junk calls are highly annoying and are therefore often filtered out or blocked using blacklists. The term is similar to spam emails, but refers specifically to telephone calls.
M
MABEZ
MABEZ stands for Massenverkehr zu bestimmten Zielen, which means high volumes of traffic to specific destinations. It refers to a special category of service numbers, in Germany usually the 0137 range. These numbers are designed to handle very large numbers of calls within short periods of time, for example during televoting, competitions, or charity hotlines. MABEZ technology helps protect the telephone network from overload by limiting call traffic accordingly or allowing only very short connection times.
Premium rate numbers
Premium rate numbers, also known as value added service numbers, are special telephone numbers that offer an additional paid service on top of the call itself. They allow companies to charge for services such as advice lines, entertainment, or information services directly through the caller’s phone bill. In Germany, the 0900 range and premium voice numbers, such as mobile short codes, are among the best known types of premium rate numbers. Their pricing and the obligation to provide a free price announcement before the call begins are strictly regulated by law.
Mobile Billing
Mobile billing, often also referred to as direct carrier billing (DCB) or web billing, is a payment method in which purchases are charged to the user’s mobile phone bill or deducted from their prepaid balance. The customer authorizes the purchase simply by providing their mobile number and confirming it with a PIN. The amount is then collected directly by the mobile network operator, without the need for a credit card, a separate bank account, or prior online registration. This method is commonly used for digital content, apps, games, or subscriptions. Mobile billing offers users a simple and secure way to pay online, especially on mobile devices.
N
NGN
A Next Generation Network, or NGN, is a modern IP based telecommunications network that carries different services such as voice, data, and video over a single packet switched IP network. It combines infrastructures that were previously separate for voice, data, and video into one flexible network, allowing services to be delivered independently of the underlying transmission technology.
Number Range
A number range refers to a specific block of telephone prefixes or leading digits reserved for a particular type of use. These ranges help structure the national numbering plan and indicate the type of service or pricing model involved. For example, the 0800 range typically denotes toll-free services, while the 0900 range is used for premium-rate services. By recognizing the number range, callers can often tell in advance the general cost category or function of a number.
O
Online-Payments
Online payments, also referred to as electronic payments or e-payment methods, include all cashless payment transactions processed electronically over the internet to pay for goods or services. They cover a wide range of methods, including credit card payments, digital wallets such as PayPal or Apple Pay, and online bank transfers. Their main purpose is to enable the fast, convenient, and secure transfer of funds between buyers and merchants in e-commerce and other digital transactions.
Outbound
In telecommunications and telephony, outbound refers to outgoing call traffic, meaning calls made by a company to external parties or customers. Typical examples include sales, marketing, or survey campaigns in which the company actively initiates contact. The main purpose of outbound telephony is usually customer acquisition, customer retention, or the delivery of information. Outbound is therefore the counterpart to inbound, where calls are received.
P
Pay by Link
Pay by Link is a payment method in which merchants create a secure, individual payment link and send it directly to their customers via channels such as email, SMS, or social media, either as a link or as a QR code. The customer clicks the link, or scans the QR code, and is taken to a hosted payment page where they can settle the outstanding amount using various online payment methods, such as a credit card or PayPal. This solution enables businesses to accept digital payments quickly and securely, even without their own online shop or during a phone call.
Payment Service Provider
A payment service provider, or PSP, is a service company that enables online merchants to process payments through various payment methods, such as credit cards, PayPal, online bank transfers, or SEPA direct debit. It provides a technical interface between the merchant, the customer, and payment providers such as banks or credit card companies. This allows payments to be processed securely, quickly, and consistently. Payment service providers often also handle functions such as fraud prevention, billing, and refunds.
Payment Solutions
Payment solutions refer to the full range of technologies, processes, and services that enable businesses, or merchants, to accept and process customer payments securely and efficiently. They typically include payment service providers and payment gateways that handle various payment methods, such as credit cards, direct debit, and online bank transfers, in online shops or physical stores. Their purpose is to simplify payment processing, increase conversion rates, and ensure compliance with security standards.
Porting
In telecommunications, porting refers to transferring an existing phone number to a new provider. This allows customers to keep their existing number when changing providers. The process is initiated by the new provider and carried out in coordination with the previous one. Number porting is possible for both landline and mobile services and is regulated by law to ensure a smooth transition.
Premium rate numbers
Premium rate numbers, also known as value added service numbers, are special telephone numbers that offer an additional paid service on top of the call itself. They allow companies to charge for services such as advice lines, entertainment, or information services directly through the caller’s phone bill. In Germany, the 0900 range and premium voice numbers, such as mobile short codes, are among the best known types of premium rate numbers. Their pricing and the obligation to provide a free price announcement before the call begins are strictly regulated by law.
Premium Rate (Numbers)
Premium-rate numbers, also known as value-added service numbers, are special telephone numbers that charge callers higher fees per call or per minute than standard landline or mobile calls. They are used to access premium services such as technical hotlines, competitions, advisory services, entertainment, and information services. Part of the revenue from these additional charges is paid to the provider offering the content or service. In other words, they are used to bill services and content through the caller’s phone bill. The applicable charges are clearly announced in a free pricing message before the call is connected.
Premium Voice (Number)
A premium voice number is an easy to remember short code, usually five or six digits long, that is available exclusively on mobile networks. It is used to bill premium-rate services, such as voting services, chat lines, or information hotlines, with the charges applied directly to the caller’s mobile phone bill. It allows service providers to monetize their content through higher per minute rates.
PrePaidCall
PrePaidCall is a simple and secure end to end solution for billing paid telephone services. CORAZÓN provides all the necessary components, including the phone number and customer registration, the payment page with various payment methods for topping up credit, and the telephony infrastructure used to consume that credit during calls.
Providers using the PrePaidCall system have access to a comprehensive backend for control, administration, and billing. Registered customers receive a personal login area where they can check their balance, top up credit, and manage their data.
PSTN
PSTN stands for Public Switched Telephone Network and refers to the traditional public telephone system available worldwide. It is the conventional infrastructure based on circuit switching technology that connects landline telephone services. Unlike modern IP telephony (VoIP), the PSTN establishes a dedicated physical or virtual connection for each phone call.
R
Routing
Routing in telecommunications refers to directing an incoming call to a specific destination. That destination may be a landline number, a mobile number, or, in the case of VoIP routing, an IP address. The process determines which path or lines should be used most efficiently to establish the connection. Routing therefore ensures the reliable and fast transmission of voice or data.
S
Service Number
Service numbers, also known as customer service numbers, are special telephone numbers that companies use to provide information, support, or services to their customers. Depending on the type of number, they may be free of charge, billed at the local rate, or subject to additional charges, for example 0800, 0137, 0180, or 0900 in Germany. Service numbers make customer communication easier and provide a central point of contact regardless of location. CORAZÓN offers all types of service numbers, both nationally and internationally.
Shared Cost
The term shared cost refers to a pricing model for service numbers in which the caller and the receiving party, that is, the service provider or number holder, share the cost of the call. In Germany, this typically applies to numbers in the 0180 range. The caller pays a fixed amount per minute or per call, which reduces the cost for the service provider. These numbers were commonly used for service, information, or advisory lines, but since the introduction of free waiting time in call queues in Germany, they have become far less common.
Short Code
A short code is a shortened SMS number or telephone number used in Germany’s telecommunications industry for special services. It usually consists of just a few digits and provides quick access to service lines, information services, or premium services, such as hotlines, SMS services, or voting systems. Short codes are easy to remember and can be set up either across networks or for specific providers.
SIP
SIP stands for Session Initiation Protocol and is a core network protocol in telecommunications used to manage voice, video, and chat connections over the internet. It controls the setup, modification, and termination of communication sessions between two or more participants. SIP therefore forms the technological foundation of modern IP telephony (VoIP), and unified communications.
SIP-Trunk
A SIP trunk, or Session Initiation Protocol trunk, is a virtual phone line that connects a company’s IP phone system, or VoIP system, directly to the public telephone network over the internet. It replaces traditional physical ISDN lines and enables the digital transmission of voice and data. This allows businesses to book as many voice channels as they need with flexibility and often reduce their communication costs significantly.
T
Termination
In telecommunications, the term termination refers to the process of delivering a call to the destination network. Especially in connection with service numbers, such as 0800 or 0900 numbers, termination means the network side routing of the call from the caller’s line or network to the technically correct endpoint of the service provider, for example a telephone system or call center. In this process, the system determines exactly which line or service the connection should be forwarded to, based on the dialed service number and the applicable routing rules.
Time-Based Routing
Routing, as mentioned above, refers to forwarding a service number to a specific destination. Time based routing is when that destination is only available at certain times, for example during office hours from 8:00 a.m. to 5:00 p.m. Calls are then forwarded to that destination only during those times. Outside those hours, an alternative destination can be set up or an announcement can be played instead. This is what is meant by time based routing. Different individuals or groups can also be targeted within specific time periods.
U
Unified Communication (UC)
A unified communications solution brings together different communication channels such as telephony, video calls, chat, email, and conferencing on a single platform. This allows employees to communicate more easily and efficiently with one another, regardless of where they are or which device they are using.
UIFN
A UIFN, or Universal International Freephone Number, is a globally standardized toll-free number. It allows customers in many different countries to reach a company free of charge using the same number, with the called company covering the cost of the call. This international service number always begins with the digits 00800, followed by the individual eight-digit subscriber number.
V
Voicebot
A voicebot is a voice controlled assistant that automatically handles phone calls and recognizes and responds to customer requests through speech. It uses speech recognition and artificial intelligence to understand inquiries, process them, and provide appropriate answers. Voicebots are often used in customer service and hotline environments to handle routine requests without the need for human agents. This can reduce waiting times and make processes more efficient.
VoIP
VoIP stands for Voice over IP and refers to making phone calls over the internet instead of using traditional telephone lines. Voice data is converted into digital packets and transmitted over an IP network. This technology enables cost effective, flexible, and location independent communication. In addition, VoIP can be easily integrated into modern communication solutions such as video calls, chat, and conferencing systems. Businesses also benefit from simpler administration, scalability, and the ability to make the most of their existing IT infrastructure.
Voting
The term voting, also known as televoting, refers in the telecommunications industry to a voting process conducted over the telephone or mobile network. Participants cast their vote by dialing a specific service number, often a 0137 number, or by sending an SMS to a short code. The calls or messages are captured by a technical system, counted, and automatically evaluated to produce a quick result for competitions, surveys, or television shows.
W
Whitelist
A whitelist is a predefined list of phone numbers that are classified as safe and whose calls are always accepted and connected. Unlike a blacklist, a whitelist blocks all contacts that are not on the list by default. It is primarily used for security purposes, allowing communication only from trusted sources and thereby helping to prevent spam or fraudulent calls, also known as junk calls. In companies, call centers, and on private devices, whitelists are often used to control accessibility in a targeted way.