This document explains the purpose and functionality of a Real Time
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
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Technical Tips Conventions.
An RTD is a Cisco Intelligent Contact Management (ICM) Admin
Workstation (AW) that is configured to establish and maintain a connection to
the ICM Central Controller. Each administrative site has one or more AWs that
are configured as RTDs.
The ICM Central Controller contains the ICM call routing logic and
configuration for the entire system. The Central Controller also stores and
provides historical and real-time statistical data for report purposes.
Real-time feed is the connection between the ICM Central Controller and
a Distributor AW. The process rtdist.exe is an RTD process on the Distributor
AW that maintains the real-time feed to rtsrvr.exe. The process rtsrvr.exe is a
Real-Time Server (RTS) process that runs on the ICM CallRouter.
Client AWs do not serve as data distributors. The RTD AW receives the
real-time data and acts as a data distributor to Client AWs at the site. The
process rtclient.exe is a background Real Time Client (RTC) process that runs
on Distributor AWs to supply real-time data to Client AWs.
In ICM version 2.5 and earlier, both Distributor and Client AWs contain
a local ICM database. In ICM version 4.0 and later, only Distributor AWs
contain a local ICM database.
The AW local database contains a copy of the ICM script and
configuration data from the central database. Each local AW database also
stores real-time data.
The process updateaw.exe is a background Update AW process on
Distributor AWs. This process automatically keeps the local AW database
synchronized with the central database.