Cisco Cisco Administrative Workstation User Guide
These processes are detailed in the next few pages.
PG Processes
Four processes on the Peripheral Gateway are critical to reporting: the Peripheral Interface
Manager (PIM), the Message Delivery System (MDS), the Open Peripheral Controller (OPC),
and the Peripheral Gateway Agent process (PG Agent).
Manager (PIM), the Message Delivery System (MDS), the Open Peripheral Controller (OPC),
and the Peripheral Gateway Agent process (PG Agent).
Peripheral Interface Manager
The Peripheral Interface Manager (PIM) manages communication between the PG and the
peripherals themselves (ACDs, IVRs). The PIM’s main function is to convert peripheral-specific
events and requests to an Unified ICM-compatible peripheral data stream.
peripherals themselves (ACDs, IVRs). The PIM’s main function is to convert peripheral-specific
events and requests to an Unified ICM-compatible peripheral data stream.
The PIM supplies the Open Peripheral Controller (OPC) with Computer-Supported Telephony
Application (CSTA) call event reporting messages. These messages form the basis of real-time
monitoring and historical reporting. The OPC process receives the CSTA messages from the
PIM and uses them to construct the actual real-time and historical routing and reporting data.
Application (CSTA) call event reporting messages. These messages form the basis of real-time
monitoring and historical reporting. The OPC process receives the CSTA messages from the
PIM and uses them to construct the actual real-time and historical routing and reporting data.
Message Delivery Service
The Message Delivery Service (MDS) manages all data flow between the Unified ICM processes
within the PG. The MDS notifies connected processes of errors detected during a data flow
request. In addition, it plays a key role in keeping duplexed components (such as Loggers)
synchronized.
within the PG. The MDS notifies connected processes of errors detected during a data flow
request. In addition, it plays a key role in keeping duplexed components (such as Loggers)
synchronized.
Open Peripheral Controller
The Open Peripheral Controller (OPC) is the process that takes real-time data and events from
the PIM and presents these data to the Router. The OPC process forms the database objects the
Router needs to route calls and monitor real-time activity on the peripheral. These include call
objects, agent objects, Service objects, Peripheral device objects, routing objects, and skill
groups.
the PIM and presents these data to the Router. The OPC process forms the database objects the
Router needs to route calls and monitor real-time activity on the peripheral. These include call
objects, agent objects, Service objects, Peripheral device objects, routing objects, and skill
groups.
To interface with the PIM, OPC uses the OPC Interface. The OPC Interface provides a standard
communication interface between OPC and the various types of PIMs.
communication interface between OPC and the various types of PIMs.
The OPC process outputs the data it receives from the PIM in the form of OPC Interface (OPCI)
messages, which OPC uses to track the state transition of monitored calls and agents. The OPCI
messages are based on ECMA Standard Protocol for Computer-Supported Telephony Application
(CSTA). They also include additional components and interfaces to support real-time data feeds
or other call control interfaces needed for an ACD.
messages, which OPC uses to track the state transition of monitored calls and agents. The OPCI
messages are based on ECMA Standard Protocol for Computer-Supported Telephony Application
(CSTA). They also include additional components and interfaces to support real-time data feeds
or other call control interfaces needed for an ACD.
PG Agent
The PG Agent process is responsible for controlling the flow of OPI messages from OPC to the
CallRouter. It manages all message traffic between the Peripheral Gateway and the Agent
CallRouter. It manages all message traffic between the Peripheral Gateway and the Agent
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 1: System Architecture and Reporting
Peripherals and Peripheral Gateways