Glossary

LUCS Software Components use abbreviations as well. They are explained on the Architecture page.

_{Note: Part of these definitions are taken from Wikipedia.}

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TERM / ABBREVIATION	DEFINITION
ACW	After Call Work is the rework time after a call. This is set by default to 30 seconds, depending on the service, and can be manually extended by the agent to a maximum of 5 minutes.
AD	Active Directory is a directory service developed by Microsoft for Windows domain networks.
BE / WebConfig	Backend (WebConfigurator) (LUCS Component): Server-Side App (or new: WebInterface) to configure Topology, Organizationunits, Users, RBAC, Workflows and other related settings.
CCTX	Conversaion Context
Component	As part of the LUCS Architecture each component fulfills certain tasks. Components must be installed and updated individually.
CRM	Customer Relationship Management.
CSC	Cross Selling Code which describes what kind of cross selling the agent has tried during the customers call.
DWH	In computing, a data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW), is a system used for reporting and data analysis, and is considered a core component of business intelligence (BI). DWs are central repositories of integrated data from one or more disparate sources. They store current and historical data in one single place that are used for creating analytical reports for workers throughout the enterprise. Luware uses ETL (Extraxt, transform, load) procedures to provide reporting data "ready to use" for any provided (product-specific) reporting templates.
ERP	Enterprise Resource Planning.
ETL	In computing, extract, transform, load (ETL) is the general procedure of copying data from one or more sources into a destination system which represents the data differently from the source(s) or in a different context than the source(s). The ETL process became a popular concept in the 1970s and is also used in Luware reporting data warehouses.
FE	Frontend (LUCS Component): Web Interface running on IIS providing the web GUI. Installs LUCS-FE to IIS and FE-Core to Services.
FQDN	Fully Qualified Domain Name. A fully qualified domain name (FQDN), sometimes also referred to as an absolute domain name,^[1] is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System(DNS). It specifies all domain levels, including the top-level domain and the root zone.^[2] A fully qualified domain name is distinguished by its lack of ambiguity: it can be interpreted only in one way.
IIS	Internet Information Services (IIS, formerly Internet Information Server) is an extensible web server created by Microsoft for use with the Windows NT family.^[2] IIS supports HTTP, HTTP/2, HTTPS, FTP, FTPS, SMTP and NNTP. It has been an integral part of the Windows NT family since Windows NT 4.0, though it may be absent from some editions (e.g. Windows XP Home edition), and is not active by defaul
LUCS	Lean Unified Customer Services. The LUCS software is the core component of the contact center solution. It is responsible for call flows, agent management, opening hours management and much more.
Modality	Channel / means of communication. In this context it can either mean Chat, Video, Telephony or Desktop Sharing
NRR	Not ready reason. Not Ready Reasons (NRR) can be used when you are not able to handle service calls, for example because you want to take a break or have to attend a training course. If the Skype for Business status of an agent changes to e.g. 'Absent', the system asks for a 'Not ready' reason. The reason for absence has to be selected here.
RBAC	Role Based Access Control
RONA	Redirect on no answer: Also called "RONA-Status". When an agent is available but doesn't respond in time, another agent is assigned.
RTC	Real Time Communication. Also see RTCLauncher Luware product, which uses the open standard "WebRTC" to establish an end-to-end encryption between Browsers and Lync / SfB.
SfB	Skype for Business
SIP	Session Initiation Protocol. Peer-to-peer protocol standard developed by the Internet Engineering Task Force (IETF), used for initiating—and also managing and terminating—voice call sessions over the Internet
TCC	Task Completion Code which describe the reason why the customer called.
TM	Team Manager. An universal routing solution, basically an optimized version of the Skype for Business response groups.

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