Contact Expert v7.6
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 |