Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The number or percentage of calls that were routed by the Cisco Intelligent Contact Management 

software. 
ICM software tracks the number of ICM-routed calls in the CallsRoutedHalf fields of the central 

and local databases.

The AT&T Intelligent Call Processing (ICP) Network Interface Controller (NIC) is the computer and 

process within the ICM system that communicates directly with the AT&T SS7 signaling network. 

The NIC reads call routing requests from the network and transfers them to the ICM software's 

Central Controller. Subsequently, the NIC passes a routing label from the Central Controller to the 

SS7 signaling network.

The percentage of the time that all agents were in the Idle state (that is, Not Ready), during the 

interval. This is a state in which agents are logged on, but neither involved in call handling 

activity nor available to handle new calls. This value is measured against the total time that all 

agents were logged on during the interval.

another name for the Not Ready state. This is a state in which agents are logged on, but neither 

involved in call handling activity nor available to handle new calls.

The percentage of time that agents are in the Not Ready state during an interval. The Not Ready 

state is a state in which agents are logged on, but neither involved in task handling activity nor 

available to handle a task

Holds up to 2,147,483,647 bytes of binary data. The storage size is determined by the length of 

the data.

The aggregate time that trunks in the network trunk group have been in service during previous 

half-hour intervals or during the current half-hour interval.

Holds a four-byte integer value between -2,147,483,648 and 2,147,483,647.

The Cisco system that implements enterprise-wide call distribution across contact centers. The 

ICM software provides Pre-Routing, Post-Routing, and performance monitoring capabilities.

The state of an agent who has been Interrupted from a task to do a task in a different media 

routing domain. The agent has stopped the first task and is currently active on the second.