The Central Controller obtains the routing
and reporting data that it processes by communicating with each network
A peripheral is a device (such as an
ACD, a Private Branch Exchange (PBX), or an Interactive Voice Response (IVR)) that receives calls that are routed by Unified ICM
software. A peripheral can also distribute calls or nonvoice media
The Central Controller communicates with each peripheral
through a monitoring node called the peripheral gateway
Each peripheral requires a connection to a PG, and
Unified ICM software has unique PGs for each device it supports. PGs connect to Voice Response Units (VRUs). Media Routing (MR) PGs send routing requests from multichannel options that are integrated into the
Specific PGs that connect to ACDs.
The Definity Enterprise Communications Server (ECS) PG
connects to an Aspect and Avaya ACD, respectively, for enterprise routing and
The Automatic Route Selection (ARS) PG
connects to an ACD/PBX. This deployment allows for enterprise queuing and
If multichannel options or Outbound Option are integrated into the system, the configuration also includes Media Routing Peripheral Gateways (MR PGs) used to send routing requests from the multichannel applications to Unified CCE software. A single MR PG can support multiple applications; you configure a separate Protocol Independent Multicast (PIM) for each application.
It is important to
understand the type of peripheral gateway used in your deployment. In real time, the
CallRouter receives performance and monitoring information from each PG every
few seconds. The CallRouter holds this data in memory and uses it to make
routing decisions. New data constantly overwrites this real-time information in the
The following illustration shows a
Unified ICM, and the peripheral is an ACD.
Figure 2. Peripherals and Peripheral Gateways
Processes on the PG
interpret messages on the peripheral and provide data to Unified ICM as
status information from the peripheral through the peripheral's proprietary CTI
By normalizing that information and
converting it into the format that Unified ICM uses,
forming database objects (Call object, Agent objects, Routing objects, and so
forth) from the information, and
By passing the
normalized data to the CallRouter.