Cisco Cisco Agent Desktop 10.5 사용자 가이드

See user datagram protocol. 

A part of the IP protocol suite. It was created to provide a way for 
applications to access the connectionless features of IP. It provides for 
exchange of datagrams without acknowledgements or guaranteed delivery.

An identifier that designates a particular user and that is required to log into 
an application or server.

An application’s look and feel to the user. 

A network created by renting or acquiring some part of someone else’s 
network (a phone company, an Internet provider) and used to communicate 
between a company’s offices.

A combination of hardware and software that links a POTS telephone 
network to an IP data network. 

The ability of a supervisor to monitor an agent’s phone conversations without 
being heard and without letting the agent knowing it is happening.

A category of hardware and software that enables people to use Internet 
protocol as the transmission medium for telephone calls.

A digitized sample of a voice conversation sent over a network.

The computer used to interact verbally via a telephone with a caller. The 
computer plays announcements and questions to the caller, and the caller 
replies by entering information via touch tones, a rotary dial, or by speaking. 
“VRU” and “IVR” are often used interchangeably. See interactive voice 
response (IVR).