Cisco IP Contact Center Enterprise Edition Releases 5.0 and 6.0 Solution Reference Network Design (SRND)
Glossary
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Glossary

Table Of Contents


Glossary


Numerics
 
3DES
Triple Data Encryption Standard


A
 
ACD
Automatic call distribution
ADSL
Asymmetric digital subscriber line
AHT
Average handle time
ANI
Automatic Number Identification
APG
Agent Peripheral Gateway
AQT
Average queue time
ARM
Agent Reporting and Management
ASA
Average speed of answer
ASR
Automatic speech recognition
AVVID
Cisco Architecture for Voice, Video, and Integrated Data
AW
Administrative Workstation


B
 
BBWC
Battery-backed write cache
BHCA
Busy hour call attempts
BHCC
Busy hour call completions
BHT
Busy hour traffic
BOM
Bill of materials
bps
Bits per second
Bps
Bytes per second


C
 
CAD
Cisco Agent Desktop
CC
Central Controller
CG
CTI gateway
CIPT OS
Cisco IP Telephony Operating System
CIR
Cisco Independent Reporting)
ConAPI
Configuration Application Programming Interface
CPE
Customer premises equipment
CPI
Cisco Product Identification tool
CRM
Customer Relationship Management
CRS
Cisco Customer Response Solution
CSS
Cisco Content Server Switches
CSV
Comma-separated values
CTI
Computer telephony integration
CTI OS
CTI Object Server


D
 
DCA
Dynamic Content Adapter
DCS
Data Collaboration Server
DES
Data Encryption Standard
DHCP
Dynamic Host Configuration Protocol
DID
Direct inward dial
DiffServ
Differentiated Services
DMP
Device Management Protocol
DMZ
Demilitarized zone
DN
Directory number
DNP
Dialed Number Plan
DNS
Domain Name System
DSCP
Differentiated Services Code Point
DSL
Digital subscriber line
DSP
Digital signal processor


E
 
ECC
Extended Call Context


H
 
HA WAN
Highly available WAN
HDS
Historical Data Server


I
 
ICC
Intra-cluster communications
ICCS
Intra-Cluster Communication Signaling
ICM
Cisco Intelligent Contact Management
IDF
Intermediate distribution frame
IDS
Intrusion Detection System
IntServ
Integrated Services
IP
Internet Protocol
IPC
Cisco IP Communications
IPCC
Cisco IP Contact Center
IPM
Internetwork Performance Monitor
IPPA
IP Phone Agent
ISN
Internet Service Node
IVR
Interactive voice response
IXC
Inter-exchange carrier


J
 
JTAPI
Java Telephony Application Programming Interface


K
 
kb
Kilobits
kB
Kilobytes
kbps
Kilobits per second
kBps
Kilobytes per second


L
 
LAMBDA
Load Adaptive Message-Base Data Archive
LAN
Local area network
LCC
Logical contact center
LDAP
Lightweight Directory Access Protocol
LEC
Local exchange carrier
LLA
Longest Available Agent
LSPAN
Local Switched Port Analyzer


M
 
MAC
Media Access Control
Mbps
Megabits per second
MC
Management center
MCS
Cisco Media Convergence Server
MDF
Main distribution frame
MDS
Message Delivery Subsystem
MGCP
Media Gateway Control Protocol
MoH
Music on hold
MR
Media Routing
MRCP
Media Resource Control Protocol
MTU
Maximum Transmission Unit


N
 
NAT
Network Address Translation
NDIS
Network Driver Interface Specification
NIC
Network Interface Controller


O
 
OPC
Open Peripheral Controller
OS
Object Server


P
 
PAT
Port Address Translation
PerfMon
Microsoft Windows Performance Monitor
PG
Peripheral Gateway
PHB
Per-hop behavior
PIM
Peripheral Interface Manager
PLAR
Private Line Automatic Ringdown
PPPoE
Point-to-Point Protocol over Ethernet
Progger
Peripheral Gateway, Router, and Logger
PSPAN
Port Switched Port Analyzer
PSTN
Public switched telephone network
PVC
Permanent virtual circuit


Q
 
QoS
Quality of Service


R
 
RAID
Redundant array of inexpensive disks
RIS
Real-time Information Server
Rogger
Router and Logger
ROI
Return on investment
RONA
Reroute On No Answer
RSPAN
Remote Switched Port Analyzer
RSVP
Resource Reservation Protocol
RTD
Real-Time Distributor
RTP
Real-Time Transport Protocol


S
 
S1, S2, S3, and S4
Severity levels for service requests
SAA
Service Assurance Agent
SCCP
Skinny Client Control Protocol
SCI
Service Control Interface
SCSI
Small Computer System Interface
SDL
Signal distribution layer
SE
Cisco Systems Engineer
SLG
Service level goal
SPAN
Switched Port Analyzer
SRND
Solution Reference Network Design
SUS
Microsoft Software Update Services


T
 
TAC
Cisco Technical Assistance Center
TAPI
Telephony Application Programming Interface
TCP
Transmission Control Protocol
TDM
Time-division multiplexing
TES
Task Event Services
TFTP
Trivial File Transfer Protocol
TNT
Takeback N Transfer
TOS
Test other side
TTS
Text-to-speech


U
 
UDP
User Datagram Protocol
UI
User interface
URL
Uniform Resource Locator


V
 
V3PN
Cisco Voice and Video Enabled Virtual Private Network
VLAN
Virtual local area network
VMS
CiscoWorks VPN/Security Management Solution
VoIP
Voice over IP
VPN
Virtual private network
VPNSM
Virtual Private Network Services Module
VRU
Voice Response Unit
VSPAN
Virtual LAN Switched Port Analyzer
VXML
Voice XML (Extensible Markup Language)


W
 
WAN
Wide area network
WUS
Microsoft Windows Update Services


X
 
XML
Extensible Markup Language