Cisco Cisco IP Contact Center Release 4.6.2 User Guide

The number of requests to the ICM software for task routing instructions from the routing client 

that were discarded because of an internal constraint such as buffering. A routing client typically 

corresponds to a subsystem within an interexchange carrier or to a peripheral (ACD, VRU, PBX) 

that is performing ICM Post-Routing.

Allows the ICM system to communicate directly with the Cisco Customer Support Center (CSC). It 

includes facilities that communicate automatically with the CSC and tools that allow you to 

manually send files and messages to the CSC. The DDSN allows Cisco CSC support reps to 

remotely diagnose, and in some cases remotely fix, problems in your system.

A report assigned to a parent report component. Drill-down reports display filtered versions of 

the parent report data.

An arrangement in which two duplicate physical devices act as a single logical device. If one of 

the physical devices fails, the system continues to run normally by using the remaining physical 

device. In the ICM system, the Central Controller components (the ICM CallRouter and Logger) 

are usually duplexed; Peripheral Gateways are often duplexed.

Reserved for Cisco internal testing of the Event Management System (EMS).

External Message Transport protocol. EMT is the transport layer protocol used in the ICM 

CallRouter. It is responsible for the ordered, reliable delivery of messages between nodes in the 

ICM system. EMT is layered over TCP.

An entire company or agency, possibly spanning many contact centers. The enterprise includes 

all contact centers served by the ICM software.

An agent who is a member of an IPCC agent group. Each agent in the contact center enterprise is 

associated with a particular peripheral and can be a member of one or more skill groups. Agents 

can also be organized into IPCC agent groups. These groups logically organize agents on an 

enterprise basis without regard to specific peripheral and skill group assignments.

A group of agents organized from contact centers throughout the enterprise. An IPCC agent 

group is made up of peripheral agents (that is, agents who are associated with a peripheral). An 

enterprise agent group allows you to organize agents regardless of their individual peripheral 

assignments.