ACD
automatic call distributor 自動呼叫分配器

ATM
Asynchronous Transfer Mode 異步傳輸模式

CTI
computer and telephony integration 計(jì)算機(jī)電話集成

ISP
Internet service provider 因特網(wǎng)服務(wù)提供商

IVR
interactive voice response 交互式語音應(yīng)答

NIC
network interface card 網(wǎng)絡(luò)接口卡

PBX
private branch exchange 局用交換機(jī)

QoS
quality of service 服務(wù)質(zhì)量

RAS
remote access server 遠(yuǎn)程接入服務(wù)

RSVP
Resource Reservation Protocol 資源保留協(xié)議

ToS
Type of Service 服務(wù)類型

VoIP
voice-over-IP IP上傳語音

VRU
voice response unit 語音響應(yīng)單元