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The number of new calls received by the Intelligent Contact Management
(ICM) application for follow-on Voice Response Unit (VRU) treatment and
routing to a Contact Center agent during the current interval.

New Calls

The Intelligent Contact Management (ICM) application has the ability to
accept Voice over IP (VoIP) calls that originate via the Session Initiation

SIP Call Legs

Protocol (SIP) or H.323 Protocol. Interval SIP Call Legs is an interval specific
snapshot metric indicating the number of calls received by the ICM application
via SIP during the current interval.

The Intelligent Contact Management (ICM) application has the ability to
accept Voice over IP (VoIP) calls that originate via the Session Initiation

H.323 Call Legs

Protocol (SIP) or H.323 Protocol. Interval H.323 Call Legs is an interval
specific snapshot metric indicating the number of calls received by the ICM
application via the H.323 protocol during the current interval.

The number of calls receiving Voice Response Unit (VRU) treatment from
the Intelligent Contact Management (ICM) application. The VRU treatment

VRU Call Legs

includes playing pre-recorded messages, asking for Caller Entered Digits
(CED) or speech recognition techniques to understand the customer request
during the current interval.

Calls originating in an external VXML Server need call routing instructions
from the Intelligent Contact Management (ICM) application. Interval Lookup

ICM Lookup Requests

Requests is an interval specific metric indicating the number of external
VXML Server call routing requests sent to the ICM application during the
current interval.

The time the service started collecting statistics.

Start Time

The amount of time that has elapsed since the service start time.

Duration Elapsed

The total number of new calls received by the Intelligent Contact Management
(ICM) application for follow-on Voice Response Unit (VRU) treatment and
routing to a Contact Center agent since system start time.

Total Calls

The Intelligent Contact Management (ICM) application has the ability to
accept Voice over IP (VoIP) calls that originate via the Session Initiation

Total SIP Call Legs

Protocol (SIP) or H.323 Protocol. Total SIP Switch Legs is a metric indicating
the total number of calls received by the ICM application via SIP since system
start time.

The Intelligent Contact Management (ICM) application has the ability to
accept Voice over IP (VoIP) calls that originate via the Session Initiation

Total H.323 Call Legs

Protocol (SIP) or H.323 Protocol. Total H.323 Switch Legs is a metric
indicating the total number of calls received by the ICM application via the
H.323 protocol since system start time.

The total number of calls that have received Voice Response Unit (VRU)
treatment from the Intelligent Contact Management (ICM) application since

Total VRU Call Legs

system start time. The VRU treatment includes playing pre-recorded messages,
asking for Caller Entered Digits (CED) or Speech Recognition Techniques
to understand the customer request.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)