Technical References

Message Delivery System (MDS)
The facilities used by ICM nodes to communicate with each other. The MDS plays a key role
in keeping duplexed components synchronized.
Mode
An agent has a mode with respect to each Media Routing Domain the agent is logged in to.
These modes are either routable or not routable.
If the mode is routable, the ICM controls the agent and assigns tasks to the agent. When an
agent is routable for an MRD, an application instance (for example: E-Mail Manager or
Collaboration Server) will not allow the agent to work on a task unless ICM assigns the task.
If the mode is not routable, the application instance (for example: E-Mail Manager) controls
the agent and assigns tasks to the agent. The ICM software tracks the agent’s task activity by
monitoring Offer Task, Start Task, and other messages from the application that describe the
task the agent is working on.
For E-mail Manager and Collaboration Server, an agent’s mode never changes. Each agent is
either always routable or always not routable for the E-mail Manager and Collaboration Server
MRDs.
An agent’s mode is always routable with respect to the voice MRD.
Network Applications Manager (NAM)
An instance of the Intelligent Contact Management (ICM) software that serves as a control point
in a carrier network. Each NAM may have many associated Customer ICMs (CICMs).
Network Interface Controller (NIC)
That process within the ICM software that communicates directly with the IXC’s signaling
network. The NIC reads call routing requests from the network and transfers them to the ICM
Central Controller. Subsequently, the NIC passes a routing label from the Central Controller to
the IXC signaling network.
Network VRU Types
A setting that determines ICM’ s interactions with a Service-Control VRU, for example: - Which
ICM script node should be used to send a call to the VRU. - Where Network Transfer Connect
Messages are sent. - Whether or not the VRU can be an Initial Routing Client. Note: For a
complete discussion of VRU Types, see the Cisco Network Applications Manager (NAM)
documentation.
Node
A script consists of a series of nodes. Internally, the ICM software assigns an integer identifier
to each node. You can view these node IDs in the Script Editor by choosing Display Node IDs
from the Script menu.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary