Acronym Dictionary

Overview

This is a list of common acronyms that are often seen in Medicall documentation and their meanings.

Resolution/Topic

AACC – Avaya Aura® Contact Center - provides a contact center solution comprising a suite of applications for voice and multimedia contact processing, agent handling, management and reporting, networking and third-party application interfaces.

ACD – Automatic Call Distribution: A system in call centers that routes incoming calls to the most appropriate agent or department. ACD can help reduce hold times, streamline communication, and manage large call volumes.

AES – Application Enablement Services, a software product from Avaya that allows developers to integrate Avaya's communication capabilities into their applications

CTI - Computer Telephony Integration: A technology that connects a call center's phone systems to their business applications. CTI allows call center agents to make and receive calls from their computers, and to use computer software to manage calls. CTI can improve customer service, increase productivity, and streamline workflows.

CUCM – Cisco Unified Communications Manager, which is a call and session management application that unifies devices into a single platform

DMCC - The Device, Media, and Call Control (DMCC) service provides third-party call control and first-party call control (device control and media control).

EM – Extension Mobility, refers to a feature that allows users to access their personal phone settings, like speed dials and line appearances, from any phone within the system by logging in with their credentials, essentially letting them "take their extension" with them to any available phone, commonly used in scenarios where multiple people share a single desk phone.

MLLP - The Multilevel Precedence and Preemption (MLPP) service allows properly validated users to place priority calls

PBX – PBX stands for Private Branch Exchange, which is a telephone system that businesses use to manage their phone calls.

SIP – SIP stands for Session Initiation Protocol and refers to a TCP/IP-based network protocol which can be used to establish and control communication connections of several subscribers. SIP is often used in Voice-over-IP telephony to establish the connection for telephone calls

TAPI – Telephony Application Programming Interface, a standard program interface that allows a PC to communicate with a phone system or telephone.

TSAPI - Telephony Services API (TSAPI) is a C/C++ based API that provides a full complement of third-party call control capabilities such as controlling specific calls or stations, completing routing of incoming calls, receiving notifications of events, invoking Communication Manager features and querying Communication Manager for information.

TSP - Telephony Service Provider in Cisco and is a component of Cisco Unified CallManager

UCCE – Unified Contact Center Enterprise, a contact center solution from Cisco.

UCCX - Unified Contact Center Express, which is a contact center solution from Cisco. It's an on-premises software designed for small to medium-sized contact centers that can support up to 400 agents