Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
GL-1
Cisco Unified Contact Center Enterprise 7.5 SRND
G L O S S A R Y
Last revised on: August 27, 2008
Numerics
3DES
Triple Data Encryption Standard
A
ACD
Automatic call distribution
AD
Active Directory
ADSL
Asymmetric digital subscriber line
AHT
Average handle time
ANI
Automatic Number Identification
APG
Agent Peripheral Gateway
AQT
Average queue time
ARM
Agent Reporting and Management
ASA
Average speed of answer
ASR
Automatic speech recognition
AVVID
Cisco Architecture for Voice, Video, and Integrated Data
AW
Administrative Workstation
AWDB
Administrative Workstation Database
B
BBWC
Battery-backed write cache
BHCA
Busy hour call attempts
BHCC
Busy hour call completions