Jargon Buster

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Abbreviation Definition
ACD Automatic Call Distribution
ACW After Call Work (Wrap)
AD Administrative Domain; a group of hosts, routers and interconnecting networks operated and managed by a single administrative authority
AES Advanced Encryption Standard
AHT Average Handling Time
API Application Interface
AS Autonomous System; a collection of networks under a common administration sharing a common routing policy to the Internet.
ASR Aggregation Services Router; router technology that enables “instant-on” provisioning and simultaneous use of a wide range of service functionality, which eliminates the need to deploy multiple single-function appliances to a router.
AVI Audio Video Interleave – file format for audio
BGP Border Gateway Protocol; routing protocol that stores information regarding network reachability among autonomous systems
BHCC Busy Hour Call Completion
CAC Call Admission Control; allows for the control of audio quality and video quality of calls over a WAN link by limiting the number of allowed calls on that link at the same time
CAD Cisco Agent Desktop
CBWFQ Class Based Weighted Fair Queuing; scheduling algorithm that provides support for user-defined traffic classes, defined based match criteria including protocols, access control lists and input interfaces
CCaaS Contact Centre as a Service
CDR Call Detail Record
CE Customer Edge; router that is part of a customer network and that interfaces to a PE router
CIR Committed Information Rate; average rate of information transfer for a virtual circuit to work under normal conditions, guaranteed by an ISP
CLI Calling Line Identification
CMDB Configuration Management Database
CODEC Code and Decoder for digital signals and transmissions
CRM Customer Relationship Management solution
CPE Customer Premises Equipment; Terminating equipment, such as terminals, telephones and modems, installed at customer sites and connected to the telephone company network.
CPS Calls Per Second
CSV Comma Separated Values
CTI Computer Telephony Integration
CUCM Cisco Unified Communication Manager
CUIC Cisco’s Unified Intelligence Centre
CVP Cisco Voice Portal
DC Data Centre
DDI Direct Dial-In; feature that allows a user outside a company to dial an internal extension number without needing a pass through an operator; also called direct dial-in (DDI)
DEL Dedicated Exchange Line; communications line that is indefinitely reserved for transmissions
DHCP Dynamic Host Configuration Protocol; protocol used by hosts to allocate and retrieve IP address assignments dynamically and to reuse addresses when hosts no longer need them
DMS Duplicate Media Stream
DMVPN Dynamic Multipoint Virtual Private Network; enhancement of VPN configuration that allows branch locations to communicate directly with each other over a public WAN or Internet without a required permanent VPN connection between sites
DNIS Dialled Number Identification Service
DNS Domain Name System; hierarchical naming system that translates names of network nodes into addresses
DoS Denial of Service attack
DSCP Differentiated Services Code Point; 6-bit field in the header of IP packets used to categorize traffic into a particular service class
DTA Desk Top Application
DTMF Dual Tone Multi Frequency
EF Expedited Forwarding; forwarding treatment that ensures that packets encounter short or empty queues and maintains packet loss to a minimum
EOSL End of Service Life
Exony VIM Supplier eGains Virtualised Interaction Manager
FIFO First In-First Out; in a queue, the principle that the first item to enter a queue is the first to be processed
FTP File Transfer Protocol
HA High Availability
HCS Hosted Collaboration Solution
HLD High-level design
HTML Hyper Text Markup Language
IANA Internet Assigned Numbers Authority; organisation that delegates authority for IP address-space allocation and domain-name assignment
ID Identification
IDS Intrusion Detection System
IE Internet Explorer
ICM Cisco Intelligent Contact Management
ID&V Identification and Verification
IGP Interior Gateway Protocol; routing protocol used to exchange routing information within an autonomous system
IGMP Internet Group Management Protocol; communications protocol used by IP hosts to report their multicast group memberships to an adjacent multicast router.
IM Instant Messaging
IN Intelligent Network
IOS Internetwork Operating System; Cisco system software that allows centralised, integrated and automated installation and management of internetworks.
IP Internet Protocol; Network layer protocol that provides features for addressing, type-of-service specification, fragmentation and reassembly, and security.
IPS Intrusion Protection System
IPSec Internet Protocol Security; protocol suite for securing IP communications by authenticating and encrypting each IP packet of a data stream.
IPT Internet Protocol Telephony; transmission of voice and fax phone calls over data networks that use IP.
ISDN Integrated Services Digital Network; set of communications standards for simultaneous digital transmission, through the digitization of a telephone network, of voice, video, data and other network services over existing telephone wires.
ISO International Organisation for Standardisation.
ISP Internet Service Provider; company that provides its customers access to the Internet
IT Information Technology
ITIL Information Technology Infrastructure Library
IVR Interactive Voice Response
KB Knowledge Base
KPI Key Performance Indicator
LAN Local Area Network; high-speed, low-error data network covering a relatively small geographic area, such as a single building or other geographically limited area.
LBR Low Bit Rate; small number of bits that are conveyed or process per unit of time.
LCD Liquid Crystal Display
LCM List Campaign Management
LDAP Lightweight Directory Access Protocol; application protocol that provides access for management and browser applications to query and modify data using directory services.
LLD Low-level design
MACD Moves Additions Changes and Deletions
MI Management Information
MMS Multimedia Message Service
MoH Music on Hold; service that plays recorded music to fill the silence that typically ensues when a telephone caller is placed on hold.
MP4 MPEG-4 Part 14 is a digital multimedia format used to store video and Audio files.
MPLS Multiprotocol Label Switching; switching method that forwards IP traffic using a label that instructs routers and switches in a network where to forward the packets based on pre-established IP routing information.
MTBF Mean Time Between Failure
NAS Network Attached Storage
NAT Network Address Translation; mechanism for reducing the need for globally unique IP addresses.
NMS Network Management System
NNI Network to Network Interface; communications between two switches in a private network.
NTP Network Time Protocol; standards-based way of synchronising time across a data network.
ODBC Open Database Connectivity
OEM Original Equipment Manufacture
OLA Operational Level Agreement
OSPF Open Shortest Path First; hierarchical IGP routing algorithm used in IP networks.
PBX Private Branch Exchange; digital or analogue telephone switchboard located on the subscriber premises and used to connect private and public telephone networks.
PCI DSS Payment Card Industry Data Security Standard.
PDF Portable Document Format
PE Provider Edge; router between one network service provider’s area and areas administered by other network providers.
PEN Security Penetration testing
PHY Physical Layer; layer that provides for the transmission of cells over a physical medium that connects two devices.
PIN Personal Identification Number
PoE Power over Ethernet; technology that describes a system to safely pass electrical power, along with data, on Ethernet cabling.
PoP Point of Presence; artificial demarcation point or interface point between communication entities.
PRI Primary Rate Interface; telecommunications level within the Integrated Services Digital Network specification for carrying multiple voice and data transmissions between a network and user.
PSTN Public Switched Telephone Network; general term referring to the variety of telephone networks and services in place worldwide.
QM Quality Management
QoS Quality of Service; the capability of a network to provide a better service to selected network traffic over various technologies and to provide priority including dedicated bandwidth, controlled jitter and latency, and improved loss characteristics.
SaaS Software as a Service
SAN Storage Area Network
SBC Session Border Controller; device that controls and manages real0time multimedia traffic flows between IP network borders, handling signalling, data, voice, and video traffic.
SCP Service Control Point
SDK Software Development Kit
SFTP Secure File Transfer Protocol
SIP Session Initiation Protocol; signalling protocol that equips platforms to signal the setup of voice and multimedia calls over IP networks.
SLA Service Level Agreement
SMS Short Message Service
SMTP Simple Mail Transfer Protocol
SNMP Simple Network Management Protocol
SSL Security Socket Layer; encryption technology that provides security transactions over the Internet.
SSP Service Switching Point
TCP Transmission Control Protocol; connection-oriented transport layer protocol that provides reliable full-duplex data transmission.
TFTP Trivial File Transfer Protocol; simplified version of FTP that allows files to be transferred between computers over a network.
TLS Transport Layer Security
UC Unified Communication
UCaaS Unified Communications as a Service
UCCE Cisco’s Unified Contact Centre Enterprise
UCM Cisco’s Unified Communication Manager (Call Manager)
VDI Virtual Desktop Infrastructure; server computing model that allows for the creation of a desktop environment that is run and stored on a remote central server.
VM Voice Message
VPN Virtual Private network; computer network that enables IP traffic to travel securely over a public TCP/IP network by encrypting all traffic from one network to another.
VRF VPN Routing and Forwarding; technology that allows multiple instances of a routing table, that defines a customer VPN site that is attached to a PE router, to co-exist within the same router at the same time.
VXML Voice Extensible Markup Language
WAN Wide Area Network; data communications network that serves users across a broad geographic area and often uses transmission devices provided by common carriers.
WFM Work Force Management
WFO Work Force Optimisation