Contents

• Acronym list

Acronym list

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Numerics

3DES

Triple Data Encryption Standard

A

ACD

Automatic call distribution

AD

Active Directory

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

AWDB

Administrative Workstation Database

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

Contact Center

CCE

Contact Center Enterprise

CG

CTI gateway

CIPT OS

Cisco Unified Communications Operating System

CIR

Cisco Independent Reporting

CMS

Configuration Management Service

ConAPI

Configuration Application Programming Interface

CPE

Customer premises equipment

CPI

Cisco Product Identification tool

CRM

Customer Relationship Management

CRS

Cisco Customer Response Solution

CSD

Cisco Supervisor Desktop

CSS

Cisco Content Services Switch

CSV

Comma-separated values

CTI

Computer telephony integration

CTI OS

CTI Object Server

CVP

Cisco Unified Customer Voice Portal

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

DTMF

Dual Tone Multi Frequency

E

ECC

Expanded Call Context

H

HA WAN

Highly available WAN

HDS

Historical Data Server

HSRP

Hot Standby Router Protocol

I

ICCS

Intra-Cluster Communication Signaling

ICM

Cisco Unified Intelligent Contact Management

IDF

Intermediate distribution frame

IDS

Intrusion detection system

IntServ

Integrated services

IP

Internet Protocol

IPCC

Cisco IP Contact Center

IPM

Internetwork Performance Monitor

IPPA

Unified 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

LAA

Longest available agent

LSPAN

Local switched port analyzer

M

MAC

Media access control

Mbps

Megabits per second

MC

Management center

MCS

Media Convergence Server

MDF

Main distribution frame

MDS

Message delivery Subsystem

MED

Minimum expected delay

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

OAMP

Operations, Administration, Maintenance, and Provisioning

OPC

Open peripheral controller

OS

Object server

OU

Organizational unit

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

RTMT

Real-Time Monitoring Tool

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

Systems engineer

SIP

Session Initiation Protocol

SLG

Service level goal

SNMP

Simple Network Management Protocol

SPAN

Switched port analyzer

SRND

Solution Reference Network Design

SRST

Survivable remote site telephony

SSL

Secure Socket Layer

SUS

Microsoft Software Update Services

T

TAC

Cisco Technical Assistance Center

TAPI

Telephony application programming interface

TCD

Telephony Call Dispatcher

TCP

Transmission Control Protocol

TDM

Time-division multiplexing

TES

Task event services

TFTP

Trivial File Transfer Protocol

TLS

Transport Layer Security

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