CISCO-MMODAL-CONTACT-APPS-MIB Table View

CUEA can consist of multiple devices that form a cluster.
This table gives the information related to the CUEA Cluster.
Each entry denotes a Device within the Cluster.

This table gives the information related to the neighbouring
nodes that are connected to the device. Each entry
denotes a node connected to the device.

This table lists all the Raised System Conditions in the application.
A service can be inService ,but could raise
certain important System Conditions, which provide more
information about the health of service.

This table lists all functional services that make up Cisco Unified
Expert Advisor (CUEA) application. Each service performs a specific 
task. The various services are Contact Manager(CM), Resource Manager 
(RM), Work Assigner (WA), Media Platform Adapter (MPA), 
Business Rules Engine (BRE), ICMGateway (ICMGW), Resource Desktop 
Adapter (RDA), Reporting Adapter(RA) and Reporting Subsystem (RS). 
Note that, not all services will be found on all Devices. 
There could be potentially multiple instances of each service 
(identified by CmmcaServiceType) running on the same Cisco Unified 
Expert Advisor Device. 
          Each service is given a unique service index by the
SNMP agent upon startup and this same index is used in other sparsely 
dependent tables, specifically cmmcaServiceInfo tables (viz; 
cmmcaRmTable, cmmcaCmTable, cmmcaRdaTable, cmmcaBreTable, cmmcaWaTable,
cmmcaMpaTable, cmmcaRaTable, cmmcaRsTable and cmmcaIcmgwTable) based on 
cmmcaServiceType. For eg:  All service entries with cmmcaServiceType 
'cm' will have entries in cmmcaCmTable, and all service entries with 
cmmcaServiceType 'rm' will have entries in cmmcaRmTable and so on.
        This table is read-only for an NMS and is populated by
SNMP agent upon startup. It cannot be modified during runtime.

This table describes the Resource Manager (RM) Service
instances configured on this Device. The Resource Manager (RM) is
responsible for maintaining the state of assignable resources,
e.g. agents. The RM interfaces to the Work Assigner, Media
Platform Interface, Resource Desktop Adapter and Business Rules
Engine.  Resource state is a function of information obtained
from the actual resource and a rule set. Each RM only
participates with in a single routing domain, and therefore only
talks to a single Work Assigner.  Each RM is also tied to a
single MPA, and one or more RDAs that are dedicated to the RM. 
The BRE can be shared with other components (other RMs, and
other CMs) 
          This  table has a sparse dependent relationship with
the cmmcaServiceTable and hence uses the index of that table.

This table describes CM instances configured on this Device. The
Contact Manager (CM) service is responsible for the handling of
call requests and maintaining contact state. Instances may load
share as well as support different types of contacts. This
service is a critical funnel point to the rest of the system. CM
uses BRE to help direct call flow decision making. The CM must
be able to transparently scale and provide for fault tolerance.
This is best modeled as the CM receiving work from a virtual
queue. 
    The CM only participates within a single routing domain, and
therefore only talks to a single Work Assigner.  Each CM is also
tied to a single MPA.  The BRE used by the CM can be shared
among components (both CMs and RMs).
     This table has a sparse dependent relationship with the
cmmcaServiceTable and hence uses its index.

This table lists all Resource Desktop Adapter services
configured on this Device.  The Resource Desktop Adapter (RDA) is
used by the RM to communicate to the user interface of the
Resource (or Agent).  This component provides a normalized
interface (RDI-Resource desktop interface) to the Resource
Manager that removes the differences between communicating to
different types of desktops (such as CTIOS, Presence, Web Based,
etc) or Resources (such as occasional or traditional agents). 
This type of communication typically includes requests like:
          
-  Log In or Log Out a resource from the desktop
-  Set the presence state of the desktop to a particular
   state
-  Show a precall message to the resource
-  Offer a task to the resource and get a response
          
Each RDA is tied to a single Resource Manager, but each
Resource Manager may talk to many RDAs.
          
   This table has a sparse dependent relationship with
cmmcaServiceTable and hence uses its index.

This table describes the Business Rules Engine (BRE) services
configured on this Device. The Business Rules Engine in MMCA
allows customers to define how the system will behave and then
execute scripts or business rules at runtime.
          
In Cisco Unified Expert Advisor application, a very limited Business 
Rules Engine will be needed. 
It will be required only to run pre-configured basic agent
scripts and contact scripts (queue to a given skill group and
then connect the call).  
          
The following features are required of the BRE:
-   Start a script
-   Select a single AQ for a contact to be queued to, or a
    multiple AQs for a resource to be made available.
-   Request Resource
-   Direct Call Control Requests to Client (CM)
-   Receive and Handle Call Events (leg terminated, etc.)
-   Receive and change individual agent availability
          
       This table has a sparse dependent relationship with
Service Table and hence uses its index.

This table lists the Work Assigner(WA) Service instances
configured on this Device. The Work Assigner is responsible for 
matching Contacts that need Resources with Resources that 
need Contacts.
                  The scope of a single work assigner defines a
Routing Domain.  A Routing Domain is a set of Contacts and a set
of Resources that can be assigned to each other.  This means
that the size of a routing domain is constrained by how scalable
a Work Assigner can be.  Because of this, the Work Assigner
tries to be as streamlined as possible and delegate all logic
that deals with the scope of an individual resource or
individual contact to the RM or the CM.
   Work Assigner is not the only interface that is used to
communicate between the RM and the CM, it merely provides the
initial assignment between the two , much in the same manner as
a SIP connects two endpoints, and then gets out of the call.
  The Work Assigner also includes the logic to execute advanced
routing features (such as resume routing, spatial routing,
etc).
     This table has a sparse dependent relationship with
cmmcaServiceTable and hence is indexed by cmmcaServiceIndex.

This table describes MPA services configured on this Device. The Media
Platform Adapter is a media platform for SIP calls:
          
-   SIP Back to Back User Agent (B2BUA), providing basic 3rd
party call control and endpoint functions to its clients (RM,
CM, RDA).
-   Used by both RM and CM for handling calls.
          
A single Media Platform Interface(MPI) can support multiple
clients (such as a RM, a CM and a RDA), SIP based MPIs will
always be co-located with its clients.  
          
This table has a sparse dependent relationship with 
cmmcaServiceTable and hence uses its index.

This table describes Reporting Adapter (RA) services configured
on this Device. Reporting adapters listen to event stream that are
produced by runtime components.  They then take those events,
convert them as appropriate (for example, converting them to a
particular version of a schema or applying a security policy of
what data can be sent to the reporting database) and then send a
new message to the Reporting Subsystem service.  This
message is sent using durability and persistence to ensure that
the message will get to the Reporting Subsystem (RS).
          
        Reporting Adapters run on the same Device as the runtime
components that they are monitoring.  This is because the events
that are being produced are delivered on a best-effort basis,
and being on the same Device (and in the same JVM) ensures that
the adapter will receive the event.
          
 This table has a sparse dependent relationship with cmmcaServiceTable
 and hence uses its index.

This table describes Reporting Subsystem(RS) services
configured on this Device.  Reporting Subsystem (RS) receives
reporting messages from Reporting Adapter(s) (RA(s)) and writes
historical data into the database.  Configuration data will be
replicated from run-time Devices to Reporting Database.  End users
are provided with a set of report templates to generate
historical reports which consist of both historical data and
configuration data.
   This table has a sparse dependent relationship with 
cmmcaServiceTable and hence uses its index.

This table describes ICM Gateway(ICMGW) services configured on
this Device. The ICM Gateway talks to the ERS PG of ICM over
the GED-188 (ACMI) protocol. It sends agent state information to
the ICM so that the ICM knows whether or not to route calls to
Cisco Unified Expert Advisor and if so to which skill groups, i.e. 
assignment queues. Another critical function is to allow translation
routing of calls from ICM and getting call context information
from those calls into CUEA.
       Unlike a conventional ACD, the ICM Gateway doesnt track
individual calls and generate every call event to the PIM.
Instead, it relays agent status events to the ERS PG, and the
PG is then able to fabricate real-time agent/skill-group
reports and sends to the ICM Central Controller. The ICM Gateway also
forwards call termination details to the PG and based on those
the modified OPC at the PG can create half-hour reports.
       This table has a sparse dependent relationship with
cmmcaServiceTable and hence uses its index.