Different peripheral manufacturers use different terminology for agents, skill groups, and services. For example, a service might be called an application, split, or gate. A skill group might be called an agent group or hunt group.

For example, note the following about using peripherals with Unified ICM:

1. The Aspect contact center maps a trunk group and DNIS to a Call Control Table (CCT). The DEFINITY ECS uses the trunk group and DNIS for incoming calls.

2. Without customer controlled routing (CCR), one or more services map to an ACD DN. With CCR, one or more services map to an ACD CDN.

3. If an ECS is running in expert agent selection (EAS) mode, a skill group maps to an ECS skill group; otherwise, it maps to a hunt group.

4. A contact center instrument can be a trunk, a teleset, or a workstation.