Cisco Cisco IP Contact Center Release 4.6.1 User Guide

A database on the Admin Workstation that contains information copied from the central database. 

The local database also contains real-time data on the status of the contact center enterprise. To 

modify scripts or configuration information, you first make the changes in the local database and 

then install the changes to the central database.

The part of the ICM software's CallRouter that stores information about the entire system in the 

central database. 
The Logger is the interface between the CallRouter and the Database Manager (SQL Server). The 

Logger works with the Database Manager to maintain the data that is used in reporting and 

making routing decisions.

The time that the longest task in queue for the service or route has been in the queue.

A name that identifies a routing script. The master script might have several versions. A new 

master script record is created whenever you save a script with a new name.

The longest response time, in milliseconds, for any request to the host system during the 

half-hour interval. A routing client sends routing requests to the ICM software. 
The requests include a late threshold (or time limit) for the ICM software's response. A routing 

client typically corresponds to a subsystem within an interexchange carrier or to a peripheral 

(ACD, VRU, PBX) that is performing Post-Routing. A routing response includes a destination label 

that indicates a specific target for a call.

The MCI Network Interface Controller (NIC) is the process within the ICM software system that 

communicates directly with the MCI 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 

MCI signaling network.

The mean time, in milliseconds, for the route responses to the routing client during the 

five-minute interval. 
A routing response includes a destination label that indicates a specific target for a call. A routing 

client sends routing requests to the ICM software. The requests include a late threshold (or time 

limit) for the ICM software's response. A routing client typically corresponds to a subsystem 

within an interexchange carrier or to a peripheral (ACD, VRU, PBX) that is performing 

Post-Routing.