ACD –> Automatic Call Distributor
ACS –> Automatic Call Sequencer
ACW –> After Call Work
ADSL –> Asymmetrical Digital Subscriber Line
AHT –> Average Handling Time
AHT –> Average Holding Time on Trunks
AIN –> Advanced Intelligent Network
ANI –> Automatic Number Identification
API –> Application Programming Interface
ARU –> Audio Response Unit
ASA –> Average Speed of Answer
ASP –> Application Service Provider or Active Server Page
ASR –> Automatic Speech Recognition
ATA –> Average Time to Abandonment
ATB –> All Trunks Busy
ATM –> Asynchronous Transfer Mode
B2BUA –> Back-to-Back User Agent
BPR –> Business Process Routing / Business Priority Routing
BRI –> Basic Rate Interface
CBX –> Converged Private Branch Exchange
CCR –> Customer Controlled Routing
CCS –> Centum Call Seconds
CD-ROM –> Compact Disc Read Only Memory
CED –> Caller Entered Digits
CENTREX –> Centralized Exchange
CIO –> Chief Information Officer
CIM –> Platform Customer Interaction Management Platform
CLASS –> Custom Local Area Signaling Services
CLEC –> Competitive Local Exchange Carrier
CLI –> Calling Line Identity
CMS –> Call Management System
CO –> Central Office
CoS –> Class of Service
CPD –> Call Progress Detection
CPE –> Customer Premises Equipment
CRM –> Customer Relationship Management
CSR –> Customer Service Representative
CTI –> Computer Telephony Integration
CTR –> Call Transaction Record
DMX –> Digital Media Exchange
DN –> Dialed Number
DNIS –> Dialed Number Identification Service
DSL –> Digital Subscriber Line
ERM –> Enterprise Relationship Management
EWT –> Expected Wait Time
FTE –> Full Time Equivalent
FX –> Foreign Exchange Line
GIS –> Genesys Interface Server
GOS –> Grade of Service
GSM –> Global System for Mobile Communications
ILEC –> Incumbent Local Exchange Carrier
IP –> Internet Protocol
IPCC –> IP Contact Center
IPMX –> IP Media Exchange
IRD –> Interaction Routing Designer
IS –> Information Systems
ISCC –> Inter-Server Call Control
ISDN –> Integrated Services Digital Network
ISP –> Internet Service Provider
ISV –> Independent Software Vendor
IT –> Information Technology
IVR –> Interactive Voice Response
IWD –> Interaction Workflow Designer
IXC –> Inter Exchange Carrier
JSP –> Java Server Page
JTAPI –> Java Telephony API
KVPair –> Key Value Pair
LAN –> Local Area Network
LCA –> Local Control Agent
LEC –> Local Exchange Carrier
LED –> Light Emitting Diode
MAC –> Moves, Adds and Changes
MCU –> Multi-point Control Unit
NCC –> Network Control Center
NPA –> Numbering Plan Area
OCR –> Optical Character Recognition
OSS –> Operations Support System
PABX –> Private Automatic Branch Exchange
PBX –> Private Branch Exchange
PRI –> Primary Rate Interface
PSN –> Public Switched Network
PSTN –> Public Switched Telephone Network
PUC –> Public Utility Commission
QoS –> Quality of Service
RAN –> Recorded Announcement Route
RBOC –> Regional Bell Operating Company
RFI –> Request for Information
RFP –> Request for Proposal
RNA –> Ring No-Answer
ROI –> Return on Investment
RPC –> Remote Procedure Call
RSF –> Rostered Staff Factor
RTP –> Real-time Transfer Protocol
SCI –> Solution Control Interface
SCN –> Switched Circuit Network
SCS –> Solution Control Server
SDK –> Software Developer’s Kit
SFA –> Sales Force Automation
SIP –> Session Initiation Protocol
SM –> Stream Manager
SMCP –> Simple Message Control Protocol
SMS –> Short Message Service
TAPI –> Telephony Applications Programming Interface
TCO –> Total Cost of Ownership
TCP/IP –> Transmission Control Protocol/Internet Protocol
TDM –> Time Division Multiplexing
TTS –> Text to Speech
TSAPI –> Telephony Services Application Programming Interface
TSF –> Telephone Service Factor
TSR –> Telephone Sales or Service Representative
UCD –> Uniform Call Distributor
USP –> Unique Selling Point
VAN –> Value Added Network
VCS –> Voice Portal Communication Server
VHT –> Virtual Hold Technology
VoIP –> Voice Over IP
VPM –> Voice Portal Manager
VRU –> Voice Response Unit
VTO –> Voice Treatment Option
vXML –> Voice eXtensible Markup Language
WAN –> Wide Area Network
WAP –> Wireless Application Protocol
WATS –> Wide Area Telecommunications Service
WFM –> Workforce Management
WWW –> World Wide Web
XML –> Extensible Markup Language