Contact Expert v7.4 for Skype for Business Server
Telephony Acronyms and Abbreviations
Documents throughout this knowledge base are riddled with acronyms and abbreviations, we intend to explain all of these here.
| Acronym | Description |
|---|---|
| ACW | After Call Work – the phase of the call the agent spends time in after already being disconnected from the customer but still performing related administration. |
| CE | Contact Expert |
| CRDS | Contact Related Data Set |
| FQDN | Fully Qualified Domain Name |
| FTP | File Transfer Protocol |
| IM | Instant Messaging |
| IMAP | Internet Message Access Protocol |
| IVR | Interactive Voice Response (Unit) – the system providing announcements and reading back selections from the caller (among many other things, like DB integration, etc.) |
| LAN | Local Area Network |
| MDF | Master Data Fields |
| MIME | Multipurpose Internet Mail Extensions |
| PBX | Private Branch Exchange – a telephony system providing voice routing, agent hunting and tons of other telephony features for many telephony users |
| POP3 | Post Office Protocol version 3 |
| SIP | Session Initiation Protocol |
| SMTP | Simple Mail Transfer Protocol |
| SQL | Structured Query Language |
| TLS | Transport Layer Security |
| TTS | Text To Speech |
| UC | Unified Communication |
| UM | Unified Messaging |
| URI | Uniform Resource Identifier |
| URL | Uniform Resource Locator |
| VDN | Virtual Directory Number – an Avaya telephony acronym used for the object providing customizable call treatment functionalities within certain Avaya PBXes |
| VoIP | Voice Over IP |
| XML | eXtensible Markup Language |