Technical References

Enterprise name
A character-string name commonly used to identify an object in the ICM database. An enterprise
name must be unique among all objects of a specific type. (For example, each service must have
an enterprise name that is unique among all services.)
An enterprise name can be up to 32 characters. The valid characters are upper-case and lower-case
letters, digits, periods (.) and underlines (_). The first character of the name must be a letter or
digit.
Event Management Service (EMS)
A software module within the Intelligent Contact Management (ICM) software that processes
use to report events to other processes within the system.
Expert Agent Selection (EAS)
A mode for the Avaya DEFINITY ACD. In this mode, agents are automatically added to
pre-assigned skill groups at login. Calls can be routed either to the agent’s physical extension
or to the agent’s login ID. In non-EAS mode, agents must manually add themselves to hunt
groups and calls can be routed only to physical extensions.
Fault-Tolerance Strategies
An Application Gateway can uses one of the following fault-tolerant strategies: 1 = Duplicate
Request. Each CallRouter process sends each request to its own associated Application Gateway
connection. The ICM software uses the first response received. 2 = Alternate Request. The two
CallRouter processes alternating sending requests to their respective Application Gateway
connections. Each host receives half of the requests. 3 = Hot Standby. All requests are sent to
the Application Gateway connection for one CallRouter. The other CallRouter’s connection is
used only if the first host is unavailable. In all cases, if one host is unavailable the ICM software
sends all requests to the other host.
Feature Set
A set or list of ICM Configuration Manager tools and Script Editor nodes that an assigned user
is allowed to use in the Admin Workstation and the Configuration Manager. For example, you
may want to give certain agents access to only a limited set of features while allowing other
agents to have access to more features (such as the ability to use advanced Script Editor nodes).
Five-minute interval
Certain statistics within the ICM database are updated at rolling five-minute intervals. The first
such interval for each day begins at 12:00 midnight and ends at 12:05 AM. The date and time
at the start of the rolling five-minute interval is saved with the data. This allows you to look
back at previous rolling five-minute intervals.
During a rolling five-minute interval, statistics accumulate in real time tables (for example,
Service Real Time). At the end of the interval, the statistics are written to five minute tables
(for example, Service Five Minute).
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary