Contact Expert v7.5
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 |