DCA Glossary

The following important terms appear in the DCA documentation.

 

A

Admin Tool

The DCA Web interface for administering, monitoring and configuring the DCA.

agent

An individual using the Agent Desktop to access Collaboration Server (for example, an agent in a call center).

App Share

A Collaboration feature that allows you to share an open application on your desktop with other session participants.

 

C

caller

An individual using the Caller Control Panel to access Collaboration Server (for example, a call-center customer).

caller complexity mode

A Collaboration Server setting which determines if and when the CCS caller applet is downloaded to caller machines. The presence or absence of the caller applet in turn affects the type of content agents and callers can share.

The DCA automatically sets caller complexity mode to "simple." Simple mode, prevents the caller applet from downloading, thus eliminating security warnings otherwise displayed to callers. However, it also prevents participants from using two of CCS's advanced content sharing features -- App Sharing and White Boarding.

Caller Remote Control

A Collaboration feature that allows agents to trigger a content sharing event (for example, page share) from a caller's browser.

CCS

See Collaboration Server.

Cisco Collaboration Server

The Cisco Collaboration Server, an application that provides online Web site assistance through features like online chat, callback, desktop sharing, and Web content collaboration.

client-side processing

Includes Java applets, JavaScript and Visual Basic scripts, plugins, and a number of other mechanisms used to alter content after it has been received by the client browser.

collaboration

The act of sharing a view to Web content among multiple users.

Collaboration Toolbar

The DCA's Collaboration Toolbar is a set of Web tools that you use to view and share Web content in a Collaboration session. The Collaboration Toolbar is used by both agents and callers. It loads automatically in the Collaboration Server's Shared View area at the start   of a Collaboration session.

complexity

See caller complexity mode.

cookie

Data that can be used to identify a user to a Web server. Each time the user returns to that server, the user's browser presents the same cookie. The cookie can be updated as the user inputs information or performs actions on the site, from session to session.

Copy Server

A DCA service used to store unexpired pages after they have been forced from the DCA cache.

custom error

DCA feature in which a user-defined html file is returned when a DCA user encounters a Web browser or server error condition.

 

D

DCA

The Dynamic Content Adaptor, an application that extends the Cisco Collaboration Server's (CCS) functionality to allow successful sharing of pages that contain SPLIT content.

DCA cache

Pages returned to the DCA from a Web content server are initially stored in the DCA cache where they are available to satisfy subsequent user requests. Pages can expire in the cache, after which they are unavailable. Unexpired pages that are forced from the cache due to space constraints are stored in the Copy Server.

DCA server

The server on which the DCA is installed. The DCA cannot be installed on the same server as Cisco Collaboration Server.

dynamic content

Web content that is generated dynamically based on factors like the time it was requested or information provided by the user. Includes live, interactive, personalized, and transactional content.

 

F

Follow Me Browsing

A Collaboration feature that allows participants to browse a Web site together. Each page the session leader navigates to is automatically sent to other participants.

Form Share

A Collaboration feature that allows you to share data you have entered in an online form with to other participants in your session.

frameproofed pages

Web pages with JavaScript code that prevents the pages from opening in a frame of another Web page.

 

G

GET

Method of submitting an online form in which form data are passed in a query string appended to a URL. This makes GETs subject to a URL's maximum size limitation (typically, 2Kb). See also, POST.

 

I

interactive content

Content that is contingent upon a user's interaction with a Web page.

 

L

live content

Content that changes based on factors such as the time it was requested or actions the user has performed previously.

 

O

output cache

After a page is stored in the DCA's Response cache, the DCA reconstructs it and passes it to the Output cache, where it is available to users. Subsequent requests for the page are satisfied directly from the Output cache.

 

P

Page Share

A Collaboration feature that allows you to send the page you are currently viewing to other participants in your session.

participant

Any individual engaged in a DCA or CCS session (i.e., an agent or client).

personalized content

Content that is specific to the user requesting it. A Web content server typically determines what Personalized content to display based on a user cookie or other state information.

POST

Method of submitting an online form in which form data are attached to the end of the POST request in its own object. See also, GET.

 

properties files

A set of files you use to configure and customize the DCA. Properties files can be edited through the Admin Tool.

 

R

remote control

See Caller Remote Control.

response cache

When a page is initially returned to the DCA from a Web content server, the DCA parses the page, redirects all links on the page to the DCA, and then stores the page as a Java object in its Response cache.

 

S

secure socket layer

A standard technology that encrypts content sent between Web browsers and servers. When Cisco Collaboration Server is SSL-enabled, the padlock in the upper right corner of the agent desktop is engaged.

session

A successful connection between an agent and a caller. Collaboration agents using the multi-session chat desktop can participate in multiple online chat sessions.

secure content

Content that is access-controlled to a specific user or group of users. Access can be controlled in a number of ways, for instance by a login password or by a user's IP address.

Shared View

The Collaboration Shared View is either a frame or full browser window that displays the content that agents and callers are sharing. Collaboration Toolbar users must use an external shared view.

SPLIT content

An acronym for secure, personalized, live, interactive, and transactional Web content that cannot be shared by simple URL sharing.

 

T

transactional content

Content that is returned based on data a user submits to a back-end system, for example, by submitting an order form.

 

W

White Board

A Collaboration feature that allows you to share a drawing program with other session participants.