Cisco Cisco Unified Customer Voice Portal 11.0(1)
Glossary
ACD
Automatic Call Distributor. A programmable device at a call center that routes incoming calls
to targets within that call center.
to targets within that call center.
Advanced Speech Model
See VRU-Only Model.
AIN
Advanced Intelligent Network. A broad term encompassing a carrier’s interface to adjunct
computing devices like the NAM.
computing devices like the NAM.
ANI
Automatic Number Identification. The number from which a call originated.
Application
A specific set of customer call-processing business rules as captured in the customer’s custom
NAM/ICM scripts, VoiceXML scripts, the customer’s custom prompts, and any database
lookups/API interactions defined to the NAM/ICM. Generally these rules will apply to a specific
customer function.
NAM/ICM scripts, VoiceXML scripts, the customer’s custom prompts, and any database
lookups/API interactions defined to the NAM/ICM. Generally these rules will apply to a specific
customer function.
Application Developer
The person who designs and writes the applications.
Application Prompts
The customer’s custom prompts for use with their NAM/ICM scripts.
Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)
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