Technical References

Automatic Number Identification (ANI)
A feature that provides the billing phone number of the phone from which a call originated or
the phone number itself. When qualifying calls, the ICM software compares the ANI to the
calling line ID value specified for a call type.
Available
An agent is Available, or eligible to be assigned a task in this MRD, if the agent meets all of
these conditions:
The agent is in any state other than Not Ready state for this MRD.
The agent is not working on a non-interruptible task in another MRD. Only eMail tasks are
interruptible, meaning that ICM software can assign the agent another task while s/he is working
on an eMail. Voice calls, single-session chat sessions, multi-session chat sessions, and Blended
Collaboration chat sessions cannot be interrupted.
The agent has not reached the maximum task limit for this MRD. For Voice, single-session
chat, eMail and Blended Collaboration MRDs, the task limit is always one task. For the
multi-session chat MRD, the task limit is customized through the Web Collaboration Option
administration application.
Business entity
A subset of the ICM enterprise that contains its own scripts, enterprise services, enterprise skill
groups, enterprise agent groups, and schedules. A business entity may, for example, represent
a division within a large corporation or a single customer within a service bureau. You can limit
the access of individual users and user groups to specific business entities.
By default, the ICM enterprise consists of only one business entity. If you enable partitioning,
you can define multiple business entities.
Busy label
A routing label that causes the routing client to play a busy signal to the caller.
Callback Message
A callback message is a queued message requesting the agent to return a customer’ s phone call.
Caller-Entered Digits (CED)
Digits entered by a caller on a Touch-tone phone in response to prompts. Either a peripheral
(ACD, PBX, or VRU) or the carrier network can prompt for CEDs.
Calling-Line ID (CLID)
Information about the billing telephone number from which a call originated. The CLID value
might be the entire phone number, the area code, or the area code plus local exchange.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary