Cisco Cisco Administrative Workstation User Guide

Process on the CallRouter, which is called the Central Controller Agent (CC Agent). The protocol
used between the two agent processes is the Device Management Protocol (DMP).

Open Peripheral Interface Data Elements

To interface with the Central Controller Agent, OPC uses the Open Peripheral Interface (OPI).

The Open Peripheral Interface (OPI) defines the objects that control the flow of OPCI messages
from OPC to the Router. Each table in the Central Database has a set of fields that the Router
uses to make its routing decisions. OPI defines tags for each of those fields.

As elements change, based on events and updates from the ACD, OPC informs the Router of
the changed values based on table type, tag, and value. OPC only sends to the Router those data
elements that have changed in value. Types of OPI data elements reported to the CallRouter
are: Now, Half, To5, Today. See 

Computer Supported Telephony Application Message Example

To illustrate how Computer Supported Telephony Application (CSTA) messages from the PIM
are translated into OPI data elements, it might help to examine one CSTA message:

.

Several OPC state transitions occur when OPC receives this message. The CSTAEstablished
event indicates that a call has been answered by a device (that is, an agent, trunk, or voice port).

When OPC receives this event, the following OPC state transitions take place:

•

If the call was Queued, several database elements and call objects are changed:

–

The count for CallsQNow is reduced by one (-1).

CallsQNow is a database element for services and routes that tracks the number of calls
currently in queue at the peripheral.

–

The call object used to track the CallsQNow and CallQNowTime data elements is removed
from the Call Queued object for the service and/or route associated with the call.

CallsQNowTime is a database element that records the time in seconds that all calls
currently in queue to the service or route have spent in the queue.

–

The CallsLeftQTo5 data element for the service and/or route associated with the call is
increased by one (+1).

CallsLeftQ is a database element that provides the total number of calls to the service or
route that were removed from queue during the current five-minute interval. CallsLeftQ
is also used to calculate expected delay.

–

LocalQTime is written in the Termination_Call_Detail table.

LocalQTime is the time in seconds that the call was in the local queue at the peripheral.
The Termination_Call_Detail record contains information about how each call was handled

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)