Technical References

CTI Gateway
The ICM process that acts a server for CTI clients to communicate with the ICM software. The
CTI Gateway process may run on the same computer as the Peripheral Gateway process or on
a separate computer.
Customer ICM (CICM)
An instance of the Intelligent Contact Management (ICM) software that routes calls for one or
more specific customers in response to requests from a Network Applications Manager (NAM).
Deleted field
Many tables include a Deleted field. This field marks rows that have been deleted but that still
have active dependencies. For example, if a script references Agent X and you delete Agent X,
the ICM software does not actually delete that Agent record; it marks the agent as deleted. The
record is actually deleted when the dependency is removed.
Device Management Protocol (DMP)
The session-layer communications protocol used within the Intelligent Contact Management
(ICM) software. Different application level protocols might be running beneath DMP.
Dialed Number Identification Service (DNIS)
A string of digits indicating the number dialed by a caller and how the call should be handled
by the ACD, PBX, or VRU. The ICM software uses the DNIS and trunk group to indicate the
destination for a call.
Dial Number Plan Types
NULL = None 0 = International 1 = National 2 = Local 3 = Private Net 4 = Operator Assisted
5 = PBX
Direct Inward Dialing, Dialed Number Identification Service (DID/DNIS)
When a call arrives at an ACD or PBX, the carrier sends a digital code on the trunk line. This
code typically indicates the number actually dialed by the caller and is referred to as the DNIS
(for Dialed Number Identification Service). The switch can read this code to determine how it
should dispatch the call. By mapping each possible code with an internal extension, the switch
can provide direct inward dialing (DID).
The ICM software uses the DID/DNIS value to specify the service, skill group, or specific agent
to whom the switch should route the call. The switch reads the value from the trunk line when
the call arrives and dispatches the call appropriately.
DNIS Override label
A routing label that is sent to the routing client along with a DNIS value. The routing client
passes that DNIS value with the call to the destination indicated by the label.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary