Technical References

Not Ready state
A state in which agents are logged on but are neither involved in any call handling activity nor
available to handle a call.
Offered calls
The total number of incoming calls and internal calls sent to a specific route, service, or skill
group. In real-time data, a call is counted as offered as soon as it is sent to a route or service.
However, if the caller hangs up before the abandoned call wait time has elapsed, that call is not
counted as offered in the historical (5-minute and 30-minute) data. This ensures that the number
of calls offered is the same as the number answered plus the number abandoned.
Outbound calls
Some examples of outbound calls are agent-initiated calls or calls initiated by an application
using third-party interfaces.
Overflow
A feature that allows a peripheral to move a queued call from one service to another within the
peripheral. (This is supported by only certain peripherals, including the G3, Aspect CallCenter,
and Northern Telecom Meridian). The ICM software keeps counts of the number of calls moved
out of each service (overflowed out) and moved into each service (overflowed in).
Partitioning
An optional ICM feature that allows you to restrict access to specific ICM data to selected users
or user groups within the enterprise. For example, the ICM database may contain data from
several different divisions within a corporation. You can define each division as a business
entity. You may then prevent users within each division from accessing data associated with
other divisions.
Peripheral Gateway (PG)
That process within the ICM software that communicates directly with the ACD, PBX, or VRU
at a call center. The Peripheral Gateway reads status information from the peripheral and sends
it to the Central Controller. In a private network configuration, the Peripheral Gateway sends
routing requests to the Central Controller and receives routing information in return.
Peripheral Interface Manager (PIM)
The Peripheral Interface Manager (PIM) is the ICM proprietary interface that manages
communication between the PG and the peripherals themselves (ACDs, VRUs). The PIM’s
main function is to convert peripheral-specific events and requests to an ICM software compatible
peripheral data stream. The ICM PG can run PIMs for interfacing to different peripherals (for
example, VRUs, or Aspect CallCenter or Avaya DEFINITY ACDs). The PG may run multiple
PIMs, either of the same type or of different types.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Glossary