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Table Of Contents
Glossary
Numerics
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3DES
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Triple Data Encryption Standard
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A
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ACD
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Automatic call distribution
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ADSL
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Asymmetric digital subscriber line
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AHT
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Average handle time
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ANI
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Automatic Number Identification
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APG
|
Agent Peripheral Gateway
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AQT
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Average queue time
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ARM
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Agent Reporting and Management
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ASA
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Average speed of answer
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ASR
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Automatic speech recognition
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AVVID
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Cisco Architecture for Voice, Video, and Integrated Data
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AW
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Administrative Workstation
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B
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BBWC
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Battery-backed write cache
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BHCA
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Busy hour call attempts
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BHCC
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Busy hour call completions
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BHT
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Busy hour traffic
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BOM
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Bill of materials
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bps
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Bits per second
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Bps
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Bytes per second
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C
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CAD
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Cisco Agent Desktop
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CC
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Central Controller
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CG
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CTI gateway
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CIPT OS
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Cisco IP Telephony Operating System
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CIR
|
Cisco Independent Reporting)
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ConAPI
|
Configuration Application Programming Interface
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CPE
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Customer premises equipment
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CPI
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Cisco Product Identification tool
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CRM
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Customer Relationship Management
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CRS
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Cisco Customer Response Solution
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CSS
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Cisco Content Server Switches
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CSV
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Comma-separated values
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CTI
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Computer telephony integration
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CTI OS
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CTI Object Server
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D
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DCA
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Dynamic Content Adapter
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DCS
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Data Collaboration Server
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DES
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Data Encryption Standard
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DHCP
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Dynamic Host Configuration Protocol
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DID
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Direct inward dial
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DiffServ
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Differentiated Services
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DMP
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Device Management Protocol
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DMZ
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Demilitarized zone
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DN
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Directory number
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DNP
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Dialed Number Plan
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DNS
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Domain Name System
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DSCP
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Differentiated Services Code Point
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DSL
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Digital subscriber line
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DSP
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Digital signal processor
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E
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ECC
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Extended Call Context
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H
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HA WAN
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Highly available WAN
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HDS
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Historical Data Server
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I
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ICC
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Intra-cluster communications
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ICCS
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Intra-Cluster Communication Signaling
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ICM
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Cisco Intelligent Contact Management
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IDF
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Intermediate distribution frame
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IDS
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Intrusion Detection System
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IntServ
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Integrated Services
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IP
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Internet Protocol
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IPC
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Cisco IP Communications
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IPCC
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Cisco IP Contact Center
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IPM
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Internetwork Performance Monitor
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IPPA
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IP Phone Agent
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ISN
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Internet Service Node
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IVR
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Interactive voice response
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IXC
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Inter-exchange carrier
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J
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JTAPI
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Java Telephony Application Programming Interface
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K
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kb
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Kilobits
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kB
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Kilobytes
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kbps
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Kilobits per second
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kBps
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Kilobytes per second
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L
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LAMBDA
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Load Adaptive Message-Base Data Archive
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LAN
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Local area network
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LCC
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Logical contact center
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LDAP
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Lightweight Directory Access Protocol
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LEC
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Local exchange carrier
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LLA
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Longest Available Agent
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LSPAN
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Local Switched Port Analyzer
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M
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MAC
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Media Access Control
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Mbps
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Megabits per second
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MC
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Management center
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MCS
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Cisco Media Convergence Server
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MDF
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Main distribution frame
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MDS
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Message Delivery Subsystem
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MGCP
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Media Gateway Control Protocol
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MoH
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Music on hold
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MR
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Media Routing
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MRCP
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Media Resource Control Protocol
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MTU
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Maximum Transmission Unit
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N
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NAT
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Network Address Translation
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NDIS
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Network Driver Interface Specification
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NIC
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Network Interface Controller
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O
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OPC
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Open Peripheral Controller
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OS
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Object Server
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P
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PAT
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Port Address Translation
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PerfMon
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Microsoft Windows Performance Monitor
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PG
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Peripheral Gateway
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PHB
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Per-hop behavior
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PIM
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Peripheral Interface Manager
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PLAR
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Private Line Automatic Ringdown
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PPPoE
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Point-to-Point Protocol over Ethernet
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Progger
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Peripheral Gateway, Router, and Logger
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PSPAN
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Port Switched Port Analyzer
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PSTN
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Public switched telephone network
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PVC
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Permanent virtual circuit
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R
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RAID
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Redundant array of inexpensive disks
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RIS
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Real-time Information Server
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Rogger
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Router and Logger
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ROI
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Return on investment
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RONA
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Reroute On No Answer
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RSPAN
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Remote Switched Port Analyzer
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RSVP
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Resource Reservation Protocol
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RTD
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Real-Time Distributor
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RTP
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Real-Time Transport Protocol
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S
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S1, S2, S3, and S4
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Severity levels for service requests
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SAA
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Service Assurance Agent
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SCCP
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Skinny Client Control Protocol
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SCI
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Service Control Interface
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SCSI
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Small Computer System Interface
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SDL
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Signal distribution layer
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SE
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Cisco Systems Engineer
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SLG
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Service level goal
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SPAN
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Switched Port Analyzer
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SRND
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Solution Reference Network Design
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SUS
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Microsoft Software Update Services
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T
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TAC
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Cisco Technical Assistance Center
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TAPI
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Telephony Application Programming Interface
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TCP
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Transmission Control Protocol
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TDM
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Time-division multiplexing
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TES
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Task Event Services
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TFTP
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Trivial File Transfer Protocol
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TNT
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Takeback N Transfer
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TOS
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Test other side
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TTS
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Text-to-speech
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U
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UDP
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User Datagram Protocol
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UI
|
User interface
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URL
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Uniform Resource Locator
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V
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V3PN
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Cisco Voice and Video Enabled Virtual Private Network
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VLAN
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Virtual local area network
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VMS
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CiscoWorks VPN/Security Management Solution
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VoIP
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Voice over IP
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VPN
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Virtual private network
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VPNSM
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Virtual Private Network Services Module
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VRU
|
Voice Response Unit
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VSPAN
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Virtual LAN Switched Port Analyzer
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VXML
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Voice XML (Extensible Markup Language)
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W
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WAN
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Wide area network
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WUS
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Microsoft Windows Update Services
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X
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XML
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Extensible Markup Language
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