Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente

Allows ICM software to interface to host systems that are running other customer applications. 

The Application Gateway is implemented via a node in the ICM Script Editor. A routing script that 

contains an Application Gateway node can query an application running on a host system to 

obtain data to use in call routing. The ICM software can then base subsequent routing decisions 

on the results obtained from the query. You can report on several types of data related to the 

Application Gateways set up in the system.

A computer generated call to a customer so that the next available agent can be automatically 

connected with the customer.

An agent is available for tasks in a media routing domain if the agent is in Routable mode for the 

media routing domain is not in the NOT_READY state for skill groups in the media routing 

domain, and has not reached the maximum task limit for tasks in the media routing domain.

The percentage of the time that all agents were in the Not Active state during the interval. This 

value is measured against the total time that all agents were logged on during the interval.

The percentage of time that agents were in the Not Ready state during an interval. (The Not 

Ready state is a state where the agent is ready to accept calls, but is not currently involved in call 

work.)

The average response time, in milliseconds, for all requests to the host system during the 

half-hour interval.

The average time that calls stayed in the queue for a route or service. Delay time can also take 

into consideration abandoned calls. For example, the DelayQAbandTimeToHalf is the sum of delay 

time for all calls to a route or service that were abandoned in queue during a half-hour interval.

The average time that agents in the service or skill group spend in the Active, Hold, Work Ready, 

and Work Not Ready states.

The average number of seconds of delay time for all the calls to the enterprise service that were 

abandoned in queue during the half-hour interval.

The average answer wait time that all calls offered to the service during the half-hour interval 

waited before being answered. It is computed with the following formula: 

AnswerWaitTimeToHalf / CallsOfferedToHalf.