Technical References
Foreign Exchange Service (FX)
A trunk type that connects a call center with a central office in a remote exchange. This allows
callers in that remote exchange to directly access the call center without using an inter-exchange
carrier.
Gateway SQL
An optional ICM feature that allows you to read data from an external database and use that
information within an ICM routing script or administrative script. For example, you can check
the calling line ID for each call against your customer database.
ICM Configuration Manager
The ICM Configuration Manager lets you view and update the configuration information in the
ICM database. The configuration information describes the people, groups, and devices that are
part of your enterprise.
Interflow
The ability of a switch to forward calls to another location within the switch or to another switch.
Interflow between switches requires a dedicated trunk line.
Listener
The ICM support process that receives events from one or more ICM platforms. Support
representatives can monitor events received by the Listener.
Lock Type
The ICM software supports the following lock types: 0 = Master (applies to all configuration
data and scripts) 1 = Configuration (no longer used) 2 = Script (applies to an individual script)
3 = Application Gateway (no longer used)
Logger
The process within the ICM software that manages the central database. Each side of a duplexed
Central Controller includes a Logger. The Logger may run on the same machine as the CallRouter
process or on a separate machine.
Media Class
A combination or single instance of physical media that are to be treated as a single concept by
the ICM software. Some examples of media classes are voice, collaboration multi-session chat,
collaboration single-session chat, collaboration blended collaboration, and e-mail.
Media Routing Domain (MRD)
A collection of skill groups and services that are associated with a common communication
medium. The ICM software uses an MRD to route a task to an agent who is associated with a
skill group and a particular medium. MRDs are defined in the ICM configuration and have
unique IDs across the enterprise. The relationship between MRDs and skill groups is also defined
in the ICM configuration.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary