Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.2
Glossary
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call type
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
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
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.
CallRouter
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.
Central Controller
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.
Central Controller Agent
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.
Central Database
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.
char(n)
Holds up to n characters. The storage size is determined by n (not by the actual data)
Clipboard
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.
Contact Center
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.