Cisco Cisco IPCC Web Option User Guide

A process that resides on a dedicated computer at the Cisco ICM Software Customer Support 

Center (CSC). The CSC Listener process waits for files to be placed in any of several customer 

import directories. The files are then forwarded to the appropriate customer support engineers.

Provides persistent storage for information about the system. The Database Manager for the ICM 

system uses Microsoft's SQL Server.

A date and time accurate to the second. Stored as two four-byte integers (eight bytes total): 

days before or since January 1, 1900 and seconds since midnight.

A communications process on the Central Controller that is responsible for validating access to 

the central database from Admin Workstations. For example, communication with the central 

database through the Update Central database tool is managed by the DB Agent.

The number of task of this type for which the ICM software used default routing. Measured since 

midnight.

A skill group that collects call statistics for non-ICM routed calls, including outbound calls and 

direct extension calls.

The sum of time that tasks spent in the queue for a route or service. Delay time can also take 

into consideration abandoned calls. For example, the DelayQAbandTimeToHalf is the sum of delay 

time for all calls to a route or service that were abandoned in queue during a half-hour interval.

The delay time of a task is the number of seconds that elapsed between the time that the Router 

received a NEW_TASK message for the task and the time it sent a queued message to the MR PIM 

for the task.

The session-layer communications protocol used within the ICM software CallRouter. Different 

protocols from the application level might be running beneath DMP.

A category reserved for events generated by Cisco diagnosis of the ICM system components.

An internal task placed directly to a specific agent.