Cisco Cisco IP Contact Center Release 4.6.2 Design Guide

The type of messages received by the client application depends on the connection mode. Clients may 
connect in agent or monitor mode. In agent mode, the client receives events specific to that agent (calls 
delivered or originated on the agent's instrument, agent state changes, and skill group statistics). In 
monitor mode, the client provides a message filter expression, and the expression selects the types of 
messages that the client will receive.

Clients may initiate requests such as answering or dropping a call. The request is received by CTI OS 
through the client connection interface. Requests are brokered by the request service which forwards the 
request to the correct object, which then forwards it to the CTI Server.

The Administrative Workstation (AW) provides a collection of administrative tools for managing the 
ICM software configuration. The two primary configuration tools on the AW are the Configuration 
Manager and the Script Editor. The Configuration Manager tool is used to configure the ICM database 
to add agents, add skill groups, assign agents to skill groups, add dialed numbers, add call types, assign 
dialed numbers to call types, assign call types to ICM routing scripts, and so forth. The Script Editor tool 
is used to build ICM routing scripts. ICM routing scripts specify how to route and queue a contact (that 
is, the script identifies which agent should handle a particular contact).

For details on the use of these tools, refer to the Cisco Unified Contact Center Administration Guide, 
available at 

The AW is the only software module that must run on a separate server from all of the other Unified CCE 
software modules. An AW can be deployed co-located with, or remote from, the ICM Central Controller. 
Each AW is independent of other AWs, and redundancy is provided by deploying multiple AWs.

Some AWs communicate directly with the ICM Central Controller, and they are called Distributor AWs. 
(See 

.) An ICM deployment must have at least one Distributor AW. Additional AWs 

(distributors or clients) are also allowed for redundancy (primary and secondary distributors) or for 
additional access by the AW clients in a site. At any additional site, at least one distributor and multiple 
client AWs can be deployed; however, client AWs should always be local to their AW distributor.

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Real-Time

Data

Config and

Historical Data

AWDB

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HDS

Router

Logger

WebView