| Description | 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. |