| 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 |
| DID |
see DDI |
| 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 |
