A

ACD

Admin Workstation

agent

Agent PG

Agent Reporting and Management services

ARM services

B

blended collaboration

C

caller

CallRouter

Central Controller

Cisco CallManager

Cisco Collaboration Server

Administration desktop
routing

Cisco E-Mail Manager

messaging
routing

Cisco Media Blender

firewall gateway service
media event bus

communication channel

creating agents and skill groups

with Collaboration Server
with E-Mail Manager
with ICM software

CTI

CTI-OS

customer-focused contact center

D

delayed callback

E

e-mail messaging

F

firewall gateway service

I

ICM scripts

ICM software

Admin Workstation
ARM services
CallRouter
Central Controller
CTI Object Server
CTI Server
IPCC
Logger
MR-PG

IP network

IPCC

CallManager
Cisco CallManager
ICM software
IP-IVR
Voice Gateway

L

legacy ACDs

supported

Logger

M

media channels

blended collaboration
e-mail
text chat
voice
Web collaboration

media classes

Media Routing Domain

Media Routing Peripheral Gateway (MR-PG)

MR-PG

MR-PIM

MRD

multi-channel services

multi-channel, defined

multi-session chat

P

peripheral gateway (PG)

peripheral interface manager (PIM)

phantom line

phantom strategy

predictive strategy

Q

queue node

queuing

independent media queues
Universal Queue

R

related documentation

reporting

historical
real-time
using templates
with Cisco Collaboration Server
with WebView

request flows

RMI

routing

S

single-session chat

skill group

SoftACD

switch

Sync and Verify Utility

synchronized agents and skill groups

T

task

TDM network

text chat

U

Universal Queue

V

Voice Gateway

VoIP

W

Web callback