A
ACD Admin Workstation agent Agent PG Agent Reporting and Management services ARM services
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
caller
CallRouter
Central Controller
Cisco CallManager
Cisco Collaboration Server
Cisco E-Mail Manager
Cisco Media Blender
communication channel
creating agents and skill groups
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
ICM scripts
ICM software
IP network
IPCC
L
legacy ACDs supported Logger
legacy ACDs
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
media channels
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
peripheral gateway (PG)
peripheral interface manager (PIM)
phantom line
phantom strategy
predictive strategy
Q
queue node queuing independent media queues Universal Queue
queue node
queuing
R
related documentation reporting historical real-time using templates with Cisco Collaboration Server with WebView request flows RMI routing
related documentation
reporting
request flows
RMI
routing
S
single-session chat skill group SoftACD switch Sync and Verify Utility synchronized agents and skill groups
single-session chat
skill group
SoftACD
switch
Sync and Verify Utility
synchronized agents and skill groups
T
task TDM network text chat
task
TDM network
text chat
U
Universal Queue
V
Voice Gateway VoIP
Voice Gateway
VoIP
W
Web callback