TERM / ABBREVIATION

DEFINITION

AD

Active Directory is a directory service developed by Microsoft for Windows domain networks.

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

PSTN PSTN (public switched telephone network) is the world's collection of interconnected voice-oriented public telephone networks, both commercial and government-owned. It's also referred to as the Plain Old Telephone Service (POTS).

RBAC

Role Based Access Control

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