Acronyms

ACD
Automatic Call Distribution

ANI
Automatic Number Identification

ARM
Cisco Agent Reporting and Management Interface

AW
Cisco Administrative Workstation

AWDB
Cisco Administrative Workstation Database

b+s
Bucher + Suter AG

CCE
Cisco Unified Contact Center Enterprise

CCH
Cisco Unified Contact Center Hosted

CCX
Cisco Unified Contact Center Express

CED
Caller Entered Digits

CRM
Customer Relationship Management

CTI
Computer Telephony Integration

CTI Server
Cisco Computer Telephony Integration Server

DNIS
Dialed Number Identification Service

DTMF
Dual-Tone Multi-Frequency

ECC
Extended Call Context

GUI
Graphical User Interface

HTTP
Hyper Text Transfer Protocol

HTTPS
Hyper Text Transfer Protocol Secured

ICM
Cisco Intelligent Contact Management

IM
Instant Messaging

MCAL
b+s Multi Channel Application Link

MCIL
b+s Multi Channel Integration Link

MRI
Cisco Media Routing Interface

n/a
Not Available

PBX
Private Branch Exchange

PCCE
Packaged Contact Center Enterprise

PG
Cisco Peripheral Gateway

RA Ext-MCAL
b+s Routing Adapter for Cisco Universal Queue (Legacy)

RA Ext-MRI
b+s Routing Adapter for Cisco Universal Queue

RONA
Reroute On No Answer

SOAP
Simple Object Access Protocol

SSL
Secure Socket Layer

UC
Unified Communications

UCCE
See CCE

UCCH
See CCH

UCCX
See CCX

UCM
Cisco Unified Communication Manager

XML
eXtensible Markup Language