Each contact center
device (ACD, PBX, or VRU) communicates with an Unified ICM Peripheral Gateway
(PG). The PG reads status information from the device and passes it back to the
Unified ICM software. The PG runs one or more Peripheral Interface Manager
(PIM) processes, which are the software components that communicate with
proprietary ACD systems. One PIM is required for each peripheral to which the
PG will interface, so if you have two identical ACDs, your PG requires two
A single PG can serve
multiple peripherals of the same kind. For example, one computer with an Aspect
PG and several Aspect PIMs can serve several Aspect ACDs in the contact center.
Another PG and PIM on the same computer can serve an VRU.
A single PG can
support both ACD PIMs and VRU PIMs, though the ACD PIMs must all be of the same
This chapter provides
an overview of how the PG interfaces with ACDs in a contact center environment.
Each contact center
peripheral (ACD, PBX, or VRU) requires a connection to a Cisco Peripheral
Gateway (PG). The Peripheral Gateway provides a software interface between ACD,
PBX, and VRU systems and the Unified ICM routing software.
The PG connects to a
peripheral via the peripheral's computer telephony integration (CTI) link. In
some cases, the PG also connects to the peripheral's MIS subsystem. The MIS
subsystem can be on a separate hardware platform or it can be integrated with
the ACD, PBX, or VRU. The relationship of the Peripheral Gateway to an ACD
system is shown in the following figure.
Figure 1. Peripheral
Gateway ACD/PBX Interface
Through the CTI
link, the PG monitors changes in agent status, calculates call handling
performance statistics, and forwards events to the CallRouter. The MIS
connection provides additional information such as the mapping of individual
agents to skill types and the current status of agents (either by themselves or
relative to a given agent group or skill group). Typical agent states include
Logged In, Ready, Talking In, Talking Out, and Work Not Ready. The MIS link
also provides the Unified ICM system with ACD configuration data and historical
Each PG has one or
more connections to the peripheral. The type of connection used depends on the
type of peripheral. For example, some ACDs use a TCP/IP Ethernet connection,
while others require X.25 links. Refer to the Cisco Unified ICM Software
Supported Switches (ACDs) documentation for more information.