Cisco Intelligent Contact Manager
With ICM and IPCC v4.6.2 and higher (Enterprise and Hosted Editions) updates to software are no longer provided through the Hot Fix process. A new process is in place that provides Engineering Specials (ES) for specific issues and Service Releases (SR) for general software fixes.
The ICM data sheet titled "Cisco Software Support Release Methodology for Cisco ICM and Cisco IPCC Enterprise and Hosted Editions" (right-click, Save As to download) describes the ICM processes for developing fixes for ICM-based software and provides more information about Engineering Specials and Service Releases.