EV Charging Support Glossary

Plain language definitions of the terms charge point operators, fleet managers, and EV support teams use every day, from OCPP and CPMS to NEVI and truck rolls.

AI Voice Agent

Software that handles a spoken conversation using an agreed workflow. EVCalls uses the CPO's call rules, approved CPMS context, and routes to human support.

Charge Point Operator (CPO)

The organisation responsible for operating a charging network. Ownership of the hardware, customer accounts, site access, and field service can involve other parties.

Charge Point Management System (CPMS / CMS)

Software used to manage charging stations and session information. The functions available to a support integration depend on the platform and approved access.

Connector

The connection used between a charging station and a vehicle. Support needs the correct connector reference when a station has more than one outlet.

DC Fast Charging (DCFC)

Charging that supplies direct current to the vehicle battery. The power a vehicle receives depends on the charger, vehicle, battery conditions, and site limits.

eMSP (e-Mobility Service Provider)

A provider of access to charging services, often through an account, app, or card. The account provider and the operator of the charger can be different organisations.

First Call Resolution (FCR)

The share of eligible calls resolved on the first contact under a stated definition. A useful report defines what counts as resolved, the follow-up window, and exclusions. This is a metric definition, not an EVCalls performance result.

Mean Time to Repair (MTTR)

The average repair time across a defined set of incidents. Agree the start and end events before comparing reports; a completed support call does not prove that a charger was repaired.

NEVI (National Electric Vehicle Infrastructure)

A US charging infrastructure programme. Operators should check the current programme and contract requirements for their sites; a support service alone does not establish compliance.

OCPP (Open Charge Point Protocol)

An open communication protocol between charging stations and charging management systems. EVCalls connects through the CPMS API or webhooks, while the CPMS manages this charger connection.

OCPI (Open Charge Point Interface)

A protocol for exchanging charging information between platforms, including roaming services. This is a different connection from the OCPP link between a charger and its management system.

PDPL (Personal Data Protection Law)

An abbreviation used for personal data protection laws in different jurisdictions. The applicable law, processing locations, and contractual duties need a deployment-specific review.

RemoteStartTransaction

An OCPP 1.6 request for a remote session start. A CPMS may expose a related action through its API. A request being accepted and a charging session actually starting are separate events.

Session Fault

A reported problem during a charging session. The support flow needs to identify the last confirmed event and available evidence before assigning a cause or next action.

Status Notification

A charger message that reports status to its management system. Support uses the context exposed by the CPMS and needs to consider its timestamp and meaning.

Truck Roll

A visit by a field technician to a charging site. Dispatch ownership, authorisation, and costs depend on the operator's service arrangements.

Uptime

The share of a defined period during which equipment meets a stated availability condition. Reports need clear scope, exclusions, and measurement rules. Call resolution is a separate measure.

Warm Transfer

A call handoff in which the receiving person is given context before taking over. The information shared and the route used follow the operator's approved workflow.

Protocol reference: Open Charge Alliance OCPP overview. Service descriptions follow the EVCalls CPMS integration model.