Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Message Delivery Service (MDS) is a Central Controller and Peripheral Gateway (PG) component 

that provides a reliable message delivery service to the ICM application processes (CallRouters, 

Loggers, Agents). MDS allows applications to communicate by sending messages to and receiving 

messages from other applications.

The current mode of the peripheral as reported by the Peripheral Gateway (PG): 0 = off-line and 

1 = on-line.

The number of calls of this type for which the IXC used default routing. Measured since midnight.

The process within the ICM system that communicates directly with the IXC's 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 

IXC signaling network.

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

Agent PG received a "pre-call" message from the Router for the task and the time it received an 

Offer Task (or Start Task if an Offer Task is not sent) message for the task.

A group of trunks organized to reflect the routing client's view of trunks. A network trunk group 

can map to one or more trunk groups. For example, an ACD might view four incoming T1 circuits 

as four trunk groups. 
The routing client can deliver calls with the same DNIS to any of the 96 trunks on these circuits. 

Therefore, the routing client treats these four T1 circuits as a single pool of 96 trunks - a network 

trunk group.

An executable element within a script. A script consists of nodes, connections, routing targets, 

and comments. Every script begins with a Start node.

A process that runs on each physical node (computer) in the ICM system and manages other ICM 

software processes on that system. The Node Manager is responsible for initializing nodes and for 

restarting failed processes.

The state in which an agent is logged on and is either available to handle a task, currently 

working on a task, or involved in after-task work. A Not Active agent is presumed to be available 

to handle a new task when finished with current work.