Cisco Cisco IP Contact Center Release 4.6.1

Peripheral Terminology

Overview

Different peripheral manufacturers use different terminology for agents, skill groups, and
services. For example, a service might be called an application, split, or gate. A skill group
might be called an agent group or hunt group.

For example, note the following about using peripherals with Unified ICM:

1. The Aspect contact center maps a trunk group and DNIS to a Call Control Table (CCT).

The DEFINITY ECS uses the trunk group and DNIS for incoming calls.

2. Without Customer Controlled Routing (CCR), one or more services map to an ACD DN.

With CCR, one or more services map to an ACD CDN.

3. If an ECS is running in Expert Agent Selection (EAS) mode, a skill group maps to an ECS

skill group; otherwise, it maps to a hunt group.

4. A contact center instrument can be a trunk, a teleset, or a workstation.

5. Define one network trunk group and one associated trunk group for each DMS-100,

DMS-500, and SL-100.

Mapping Cisco Unified Intelligent Contact Management Terminology to ACD-specific
Terminology

The following table summarizes the mapping of Unified ICM terminology to ACD-specific
terminology.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)