Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

Statistics for the activity of a group of agents associated with a single peripheral who share a 

common set of skills. Data can include the number of agents talking, available, or in wrap-up for 

that skill group.

A combination of a trunk group and DNIS value. A peripheral target is associated with a service, 

skill group, agent, or translation route (a target that does not map to a specific service, skill 

group, or agent) at a peripheral. 
Each peripheral target is also associated with a route that can be returned by a routing script. 

Note that peripheral target refers to a trunk group and a DNIS value. A skill target refers to a the 

entity at the peripheral to which the call is dispatched (for example, a skill group or an agent).

A collection of trunks associated with a single peripheral.

A computer generated call to a customer where by the agent has the ability to accept, reject, or 

skip the call before it is placed.

The number of agents for the service who are logged on to their primary assignment gate (also 

referred to as the agent's primary position). The Rockwell Galaxy ACD allows agents to have 

primary, secondary, and tertiary assignments to a gate. In this context, a gate is similar to an 

ICM skill group. 
For example, if several agents are logged on to their primary assignment gates and these gates, 

or skill groups, support a service in the report you are viewing, then these agents are counted 

under primary position manned.

A WebView feature that allows users to schedule and modify report printing jobs.

A report definition that can be run only by the WebView user who created the report definition.

Software that manages synchronized process pairs and state transfer for the two sides of the 

duplexed ICM system. 
The duplxed ICM system is an arrangement in which two duplicate physical devices act as a 

single logical device. If one of the physical devices fails, the system continues to run normally by 

using the remaining physical device. In the ICM system, the Central Controller components 

(CallRouter and Logger) are usually duplexed; Peripheral Gateways are often duplexed. 
For example, if SideA of the CallRouter fails, SideB immediately takes over. When SideA returns, 

the Process Synchronization software synchronizes SideA with the current state of ICM system 

processes. In this way, state transfers from SideA to SideB can take place without interrupting 

the operation of the system.