This document discusses the Cisco Intelligent Contact Management (ICM) CallRouter and how it receives and responds to routing requests from the routing clients, the Network Interface Controllers (NICs), and Peripheral Gateways (PGs).
For more information on document conventions, see the Cisco Technical Tips Conventions.
There are no specific prerequisites for this document.
This document is not restricted to specific software and hardware versions.
The ICM CallRouter provides the central area for call routing. This is how business goals are translated into call routing decisions. The CallRouter receives and responds to routing requests from the routing clients, the NICs and PGs. It then collects contact center event activity from the PG, and communicates with the Admin Workstations (AW).
The following is a breakdown of the key processes on the CallRouter:
|| Process Name
|| Central Controller Device Management Process (DMP) Agent -- Device Management Protocol Agent that manages session layer communications with Cisco ICM nodes.
|| Central Controller Database Agent -- Communications process that validates access to the central database.
|| Host Database Lookup -- Process that queries external databases and uses resulting data in call routing.
|| Message Delivery Service -- Process that provides reliable message delivery between ICM processes.
|| Node Manager -- Process that manages, restarts, and initializes processes on each ICM node.
|| Node Manager Manager -- Process that manages, restarts, and initializes the Node Manager process on each ICM node.
|| CallRouter -- Process receives call routing requests, determines call destinations, and collects information about the entire system.
| Mcia, Mcib
|| MCI Network Interface Controller -- Interface between the CallRouter and the MCI signaling network.
| Spra, Sprb
|| Sprint Network Interface Controller -- Interface between the CallRouter and the Sprint signaling network.
|| Network ICM -- Process that connects to customer ICM Protocol Network Interface Controller (ICMPNIC) process. Passes the route request to another ICM system.
|| Application Gateway -- Allows a routing script to pass data to an external application and receive data in return which can be used in routing decisions.
| Icmpa, Icmpb
|| Intelligent CallRouter Network Interface Controller -- Process runs on a customer ICM CallRouter. Receives route request from Network ICM (NICM) CallRouter.
|| Real Time Server -- Process that takes real-time data retrieved from PG's and forwards it to the AW.
|| Diagnostic Tool