Cisco Multi-Modal Contact Applications Icmgw Table

1.3.6.1.4.1.9.9.664.1.6.9

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.