As part of Unified CCE, Unified ICME software provides ACD
functionality including monitoring and control of agent states, routing and
queuing of contacts, CTI capabilities, real-time data for agents and
supervisors, and gathering real-time and historical data for reporting in the
Unified CCE system.
The basic Unified ICME software for a Unified CCE system
includes the following components: CallRouter, Logger, Peripheral Gateway with
a Unified CM PIM and an Unified IP IVR PIM, CTI Server, and an Admin