Technical References

Peripheral target
A combination of a trunk group and a DNIS value. A peripheral target is associated with a
service, skill group, agent, or translation route at a peripheral. Each peripheral target is also
associated with a route that can be returned by a routing script.
Note that peripheral target refers to a trunk group and DNIS value. Skill target refers to the
entity at the peripheral to which the call is dispatched.
Post-Query label
A routing label that causes the routing client to re-enter its call routing plan at a specific point.
Primary Rate Interface (PRI)
One of two levels of ISDN service. In the United States, the PRI typically provides 23 bearer
channels for voice and data and one channel for signaling information (commonly expressed
as 23B+D). In Europe, PRI typically provides 30 bearer lines (30B+D).
Ready state
A state in which an agent is logged on to the system and either talking on a call, involved in
after call work, or available to handle a new call. Agents are only not available to handle new
calls when they are in the NotReady or WorkNotReady states. Otherwise, they are in the Ready
state.
Real-time data
Real time information about certain entities within the ICM system is updated continuously.
Real time data includes data accumulated since the end of the last five-minute interval
(ServiceLevelTo5, for example) and since the last half-hour interval (ServiceLevelHalf). Real
time records themselves do not accumulate in the database as historical records do; each update
overwrites the existing record. Real-time records are stored in the local database on the Admin
Workstation.
Reserved
A reserved field contains information that might be used internally by Cisco Systems. You must
not modify the contents of a reserved field.
Reserved state
A state in which an agent is awaiting an interflowed call and is unavailable to receive any
incoming calls. This state applies to agents on Northern Meridian ACDs only.
Resource label
A routing label that directs a call to a special routing client resource such as a network VRU.
Ring Label
A routing label that causes the routing client to play an unanswered ring to the caller.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
532
Glossary