The Cisco Unified Multi-Modal Contact Applications (MMCA) platform is
a highly scalable, modular, extensible, open and secure platform for
providing contact center applications. The Cisco Unified Expert Advisor
(CUEA) is implemented on this platform.
The Cisco Unified Expert Advisor application is deployed on
multiple devices that form a cluster, where each device could be
classified as 'Runtime' or 'Reporting'. Each device hosts a set of
services and each service performs a specific task. Not all services
will be running on every device.
The CISCO-MMODAL-CONTACT-APPS-MIB defines the instrumentation of
the services present in the Cisco Unified Expert Advisor. The MIB
mainly consists of the run-time statistics of each service and also
defines a Notification format. It also defines various groups of
objects that are not specific to a service.
DEFINITION OF TERMS AND ACRONYMS
ACD Automatic Call Distributor
ACMI Advanced Contact Management Interface. The interface
used by the ICM to talk to generic peripherals. Also
known as GED-188
Agent An Agent, also known as Expert Advisor, is a person in the
enterprise who is capable of handling calls from CUEA
AQ Assignment Queue
Assignment
Queue Assignment Queues allow Cisco Unified ICM to route call
requests to groups of expert advisors. Various experts may
qualify for various assignment queues based on the
assignment queue membership rules, and they then log in
or out of, as well as change their availability with respect
to those assignment queues. An expert advisor who is
available on a given assignment queue is able
to be considered by the Work Assigner to receive calls
according to the assignment queue's selection strategy.
Attribute
Definition Attributes Definitions are used by assignment queues and
expert advisors. Attributes are defined by CUEA
administrators and assigned to assignment queues and
expert advisors. Expert advisors are routed call
requests if the expert advisor's skills and attributes
match those of the Assignment Queue.
B2BUA Back to back user agent
CM Contact Manager
Contact A Contact is the internal object that represents an internal
call. The Contact is created when the call arrives at
CUEA, and does not terminate until the caller disconnects
CTI Computer Telephony Integration
CTI-OS Computer Telephony Integration - Object Server
CUEA Cisco Unified Expert Advisor
CUCM Cisco Unified Communications manager
CUPS Cisco Unified Presence server
CVP Customer Voice Portal
DNIS Dialed Number Identification service
ERS Enterprise Routing Services. The ERS Peripheral Gateway is a
generic interface for the ICM to connect to an ACD.
It exposes the ACMI protocol
GED188 The ICM CTI Server/Client interface
specification
ICM Intelligent Contact Management
ICMGW Intelligent Contact Management Gateway
ICMPG ICM Peripheral Gateway
IM Instant Messaging
JVM Java Virtual Machine
MMCA Multi Modal Contact Applications
MPA Media Platform adapter
MPI Media Platform Interface
PG Peripheral Gateway. The Peripheral Gateway is how the
ICM talks to any ACD.
PIM Peripheral Information Manager. The PIM is a
component of the ICM Peripheral Gateway that handles
the ACD specific communication.
RA Reporting Adapter
RDA Resource Desktop adapter
RDI Resource desktop interface
RM Resource Manager
RS Reporting subsystem
Selection
Strategy The strategy by which the Work Assigner should assign
Expert Advisors to contacts.
SIP Session Initiation Protocol
Skills Skills are classifications for expert advisor
abilities, general knowledge, and expertise. Skills may
be defined by Expert Advisor administrators, and then
assigned to individual experts. An expert may have
multiple skills, and a competency level from 1 to 100
in each.
SIMPLE SIP for Instant Messaging and Presence
Leveraging Extensions
WA Work Assigner.
s a notification that is sent by a functional
service of the CUEA application. Notifications are sent by CUEA
when unusual conditions occur that potentially, can affect the
functioning of a service in CUEA. Each Notification describes
the operation state information of a service when such service
impacting conditions occur.