CISCO-MMODAL-CONTACT-APPS-MIB

        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.
    

Source file

CISCO-MMODAL-CONTACT-APPS-MIB

Last revised

7 Jul 2008, 00:00 UTC

Identity

ciscoMmodalContactAppsMIB

Base OID

1.3.6.1.4.1.9.9.664