Technical References

Routability refers to whether the ICM or the Web Collaboration Option or E-Mail Manager
Option is configured to assign tasks to the agent. If ICM software is configured to assign the
task, it both routes and reports on the task. An agent might be in Routable (ICM software is
configured to assign tasks to the agent) or Not Routable (the Web Collaboration Option or
E-Mail Manager Option is configured to assign tasks to the agent) mode for each MRD to which
he/she belongs.
For voice calls, ICM software is always configured to route the call. Therefore, the agent is
always Routable.
While Routability determines whether the ICM Router is allowed to assign tasks for this MRD,
the agent's Availability determines whether the agent is capable of handling new tasks. An agent
is:
- ICM available if s/he is Routable and Available for the MRD. This means that the agent can
be routed a task by ICM software.
- Application available if s/he is Not Routable and Available for the MRD. This means that the
agent can be routed a task by the Web Collaboration Option or E-Mail Manager.
Announcement
A recorded verbal message played to a caller. An announcement is one possible target for a
routed call.
Answered calls
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls that
reached agents during the five-minute interval. The calls might still be in progress when the
interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number of answered
calls and handled calls during an interval is not necessarily the same, but eventually each call
is counted in both categories.
Answer wait time
The elapsed time from when the call is offered at the peripheral to when it is answered. This
includes all DelayTime, LocalQTime, and RingTime associated with the call (all taken from
Termination_Call_Detail).
Application instance
An application instance is a single instance of executing application software. For example, a
Collaboration Server might have collaboration instance #1, collaboration instance #2, and
collaboration instance #3. These multiple collaboration instances may be executing at the same
time on a single Collaboration Server.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary