Table Of Contents
Glossary
Last revised on: August 27, 2008
Numerics
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3DES
|
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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AD
|
Active Directory
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ADSL
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Asymmetric digital subscriber line
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AHT
|
Average handle time
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ANI
|
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
|
Agent Reporting and Management
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ASA
|
Average speed of answer
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ASR
|
Automatic speech recognition
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AVVID
|
Cisco Architecture for Voice, Video, and Integrated Data
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AW
|
Administrative Workstation
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AWDB
|
Administrative Workstation Database
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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
|
Bill of materials
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bps
|
Bits per second
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Bps
|
Bytes per second
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C
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CAD
|
Cisco Agent Desktop
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CC
|
Contact Center
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CCE
|
Contact Center Enterprise
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CG
|
CTI gateway
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CIPT OS
|
Cisco Unified Communications Operating System
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CIR
|
Cisco Independent Reporting)
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CMS
|
Configuration Management Service
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ConAPI
|
Configuration Application Programming Interface
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CPE
|
Customer premises equipment
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CPI
|
Cisco Product Identification tool
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CRM
|
Customer Relationship Management
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CRS
|
Cisco Customer Response Solution
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CSD
|
Cisco Supervisor Desktop
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CSS
|
Cisco Content Services Switch
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CSV
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Comma-separated values
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CTI
|
Computer telephony integration
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CTI OS
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CTI Object Server
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CVP
|
Cisco Unified Voice Portal
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D
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DCA
|
Dynamic Content Adapter
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DCS
|
Data Collaboration Server
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DES
|
Data Encryption Standard
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DHCP
|
Dynamic Host Configuration Protocol
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DID
|
Direct inward dial
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DiffServ
|
Differentiated Services
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DMP
|
Device Management Protocol
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DMZ
|
Demilitarized zone
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DN
|
Directory number
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DNP
|
Dialed Number Plan
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DNS
|
Domain Name System
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DSCP
|
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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DTMF
|
Dual Tone Multi Frequency
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E
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ECC
|
Extended Call Context
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H
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HA WAN
|
Highly available WAN
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HDS
|
Historical Data Server
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HSRP
|
Hot Standby Router Protocol
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I
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ICCS
|
Intra-Cluster Communication Signaling
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ICM
|
Cisco Unified Intelligent Contact Management
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IDF
|
Intermediate distribution frame
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IDS
|
Intrusion detection system
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IntServ
|
Integrated services
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IP
|
Internet Protocol
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IPCC
|
Cisco IP Contact Center
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IPM
|
Internetwork Performance Monitor
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IPPA
|
Unified 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
|
Inter-exchange carrier
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J
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JTAPI
|
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
|
Load Adaptive Message-Base Data Archive
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LAN
|
Local area network
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LCC
|
Logical contact center
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LDAP
|
Lightweight Directory Access Protocol
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LEC
|
Local exchange carrier
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LLA
|
Longest available agent
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LSPAN
|
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
|
Megabits per second
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MC
|
Management center
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MCS
|
Media Convergence Server
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MDF
|
Main distribution frame
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MDS
|
Message delivery Subsystem
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MED
|
Minimum expected delay
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MGCP
|
Media Gateway Control Protocol
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MoH
|
Music on hold
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MR
|
Media routing
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MRCP
|
Media Resource Control Protocol
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MTU
|
Maximum transmission unit
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N
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NAT
|
Network Address Translation
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NDIS
|
Network driver interface specification
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NIC
|
Network interface controller
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O
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OAMP
|
Operations, Administration, Maintenance, and Provisioning
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OPC
|
Open peripheral controller
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OS
|
Object server
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OU
|
Organizational unit
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P
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PAT
|
Port address translation
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PerfMon
|
Microsoft Windows Performance Monitor
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PG
|
Peripheral gateway
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PHB
|
Per-hop behavior
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PIM
|
Peripheral interface manager
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PLAR
|
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
|
Public switched telephone network
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PVC
|
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
|
Real-time information server
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Rogger
|
Router and Logger
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ROI
|
Return on investment
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RONA
|
Reroute On No Answer
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RSPAN
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Remote switched port analyzer
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RSVP
|
Resource Reservation Protocol
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RTD
|
Real-Time Distributor
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RTMT
|
Real-Time Monitoring Tool
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RTP
|
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
|
Service assurance agent
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SCCE
|
System Contact Center Enterprise
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SCCP
|
Skinny Client Control Protocol
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SCI
|
Service control interface
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SCSI
|
Small computer system Interface
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SDL
|
Signal distribution layer
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SE
|
Systems engineer
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SIP
|
Session Initiation Protocol
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SLG
|
Service level goal
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SNMP
|
Simple Network Management Protocol
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SPAN
|
Switched port analyzer
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SRND
|
Solution Reference Network Design
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SRST
|
Survivable remote site telephony
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SSL
|
Secure Socket Layer
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SUS
|
Microsoft Software Update Services
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T
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TAC
|
Cisco Technical Assistance Center
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TAPI
|
Telephony application programming interface
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TCD
|
Telephony Call Dispatcher
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TCP
|
Transmission Control Protocol
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TDM
|
Time-division multiplexing
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TES
|
Task event services
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TFTP
|
Trivial File Transfer Protocol
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TLS
|
Transport Layer Security
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TNT
|
Takeback N Transfer
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TOS
|
Test other side
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TTS
|
Text-to-speech
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U
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UDP
|
User Datagram Protocol
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UI
|
User interface
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URL
|
Uniform resource locator
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V
|
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V3PN
|
Cisco Voice and Video Enabled Virtual Private Network
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VLAN
|
Virtual local area network
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VMS
|
CiscoWorks VPN/Security Management Solution
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VoIP
|
Voice over IP
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VPN
|
Virtual private network
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VPNSM
|
Virtual Private Network Services Module
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VRU
|
Voice response unit
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VSPAN
|
Virtual LAN switched port analyzer
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VXML
|
Voice XML (Extensible Markup Language)
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W
|
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WAN
|
Wide area network
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WUS
|
Microsoft Windows Update Services
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X
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XML
|
Extensible markup language
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