Acronym List 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 1
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 2
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 3
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 4
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 5
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 6
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 7
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 8
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 9
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 10
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 11
WUS Microsoft Windows Update Services X XML Extensible markup language 12