Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

ICM WebView Online Help

This section describes:

Peripheral reports

A peripheral gateway (PG) is the computer and process within the ICM system that 

communicates directly with the ACD, PBX, or VRU (the peripherals) at the contact 

center. The PG reads status information from the peripheral and sends it to the 

Central Controller. In a private network configuration, the PG sends routing 

requests to the Central Controller and receives routing information in return.

The following table lists the ICM peripheral report templates that WebView 

provides. You can click on the name of a peripheral report in the table to see more 

detailed information about the data in that report, and how the data is derived 

from the ICM software's database.

Standard ACD

real-time 

table

Switch status, call and agent 

status, and service levels. For use 

with all peripheral types.

Standard ACD

real-time 

table

Trunks busy (ATB), calls in 

progress, SWT TRMS, and DI 

Groups status. For use only with 

Rockwell Galaxy ACDs.

Standard ACD

Processor, data receive, control, 

and switch-clock status. For use 

only with the Rockwell Galaxy 

ACDs.