Technical References

CallRouter
The process within the ICM software that executes routing scripts to determine the destinations
for calls. Each side of a duplexed Central Controller includes a CallRouter process. The
CallRouter may run on the same machine as the Logger or on a separate machine.
Call type
A category of incoming calls. A call type is determined by the call qualifiers: dialed number
(DN), caller-entered digits (CED), and calling line ID (CLID). Each call type has a schedule
that determines which routing script or scripts are active for that call type at any given time.
Central Controller
The computer or computers running the CallRouter and the ICM Database Manager. In addition
to routing calls, the Central Controller maintains a database of data collected by the Peripheral
Gateways (PGs) and data that the Central Controller has accumulated about the calls it has
routed.
Central Office (CO)
The switching office of the local telephone company. The local central office receives calls
from within the local area and either routes them locally or passes them to an interexchange
carrier. On the receiving end, the local central office receives calls that originated in other areas
from the interexchange carrier.
A Local CO trunk type connects a call center directly with the local phone company’s central
office.
Classes
Class security defines access to a group of ICM configuration objects. Some classes support
only Read access for all users. For other classes, you can assign specific access levels (Read,
Reference, or Maintenance) to individual users or user groups. You use the Class Security List
to assign Class Security to a User or Group. = Call 2104 = Network/Peripheral.
Completed Call Time
While agent state times measure the time agents spend in particular call handling states,
completed call times measure the time it takes for a call to be completed. Completed call times
measure the time for the call from when it is answered until it is finished. The call might be
finished by being transferred, handled to completion, etc. An example of a skill group completed
call time is AgentOutCallsOnHoldTime. This is the total number of seconds that outbound ACD
calls by agents were placed on hold. This data elements is not populated in the database until
any after-call work associated with the call is completed.
Configuration Management Service (CMS)
A service that provides a set of object-level interfaces called the Configuration API—or
ConAPI—which expose the ICM configuration to external application software. The CMS
supports direct configuration through the ICM software along with the subsidiary configuration
needed by applications and systems that interface to the ICM system. A specific goal of the
CMS is the ability to support browser-oriented interfaces.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary