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

A category of incoming ICM routable tasks. Each call type has a schedule that determines which 

routing script or scripts are active for that call type at any time.
There are two classes of call types: voice (phone calls) and non voice (for example, e-mail and 

text chat). Voice call types are categorized by the dialed number (DN), the caller-entered digits 

(CED), and the calling line ID (CLID). Non voice call types are categorized by the Script Type 

Selector, Application String 1, and Application String 2. 
In either case, the last two categories of the call type can be optional. For voice call types, the 

caller-entered digits and the calling line ID can be optional, depending on the call. For non voice 

call types, Application String 1 and Application String 2 can be optional, depending on the 

application.

The main part of the ICM system. The CallRouter receives call routing requests from routing 

clients and determines the best destination for each call. It also collects information about the 

entire system.

The computer or computers running the ICM CallRouter, Logger, and Database Manager. In 

addition to routing tasks, the Central Controller maintains a database of data collected by 

Peripheral Gateways (PGs) and data that the Central Controller itself accumulates about the tasks 

it routes.

A communications process that resides on the Central Controller and is responsible for 

communications between the CallRouter and the NICs and PGs in the ICM system.

The relational database on the ICM Central Controller. The central database stores historical 

five-minute and half-hour data, call detail records, ICM configuration data, and call routing 

scripts.

Holds up to n characters. The storage size is determined by n (not by the actual data)

A Windows resource that holds text or graphics that you cut or copy from an application. You can 

subsequently paste the contents of the Clipboard into an application.

A single site at which incoming calls or messages are received and answered. Typically, each 

contact center can provide several services and is staffed by agents from one or more skill 

groups.