1. What is Call router?

The Call Router is the module that makes all routing decisions on how to route a call or customer contact. 2. What is Call Logger? The Logger is the database server that stores contact center configuration and reporting data. 3. What is CM PIM? Unified CM PIM is the process that interfaces to a Unified CM cluster via the JTAPI protocol. 4. What is VRU PIM? The VRU PIM is the process that interfaces to the Unified IP IVR or Unified CVP via the Service Control Interface (SCI) protocol. 5. What CTIOS server? The CTI Server is the process that interfaces to the CTI OS, the CTI Object Server to which Agent Desktops connect 6. What is Agent Peripheral Gateway (APG)? The server that runs the Unified CM PIM, the CTI Server, and the CTI OS is referred to as an Agent Peripheral Gateway (APG). VRU PIMs could also be part of the Agent PG in the case of the Generic PG or System PG. 7. What is PG Agent? Internal to the PG is a process called the PG Agent, which communicates to the Central Controller. 8. What is Central controller? The Unified ICM software uses the concept of a customer instance to group all of the components under a single Call Router and Logger or Central Controller 9. What is OPC? Another internal PG process is the Open Peripheral Controller (OPC), which enables the other processes to communicate with each other and is also involved in synchronizing PGs in redundant PG deployments 10. PGs and PIM? For each Unified CM cluster in your Unified CCE environment, you need a Unified CM PIM on a separate Peripheral Gateway and physical server. For deployments requiring multiple PIMs for the same Unified CM cluster, you need a separate PG and physical server for each PIM. Starting from Unified CCE 7.5, deployments with multiple Unified CM PIMs and with CTI OS do not require a separate PG or separate physical server. 11. What is the difference between PG and PIM? A Peripheral Gateway can content several PIMs. You will need one PIM, for example, for Call Manager and another PIM for Cisco IP/IVR. There are PIMs for Avaya Definity, Notel Meridian, Ericsson MD110, and much more. You can set up a Peripheral Gateway with two PIMs, one for CallManager and other for IVR. A PIM collects information regarding the peripheral wich is connected (agents, calls, etc.) and it can manage routing petitions from the peripheral to ICM. you can imagine a PG as a container of PIMs. A PIM manage a peripheral connection to an ACD or IVR 12. What is the protocol is used between IVR PG and IVRs? This protocol implements the communication between an IVR and ICM, which, for example allows the IVR to know which script executes for queuing. The GED125 only refers to signaling not RTP voice GED125 is a proprietary protocol from Cisco to implement the dialog between an IVR and Cisco IVR PG to implement the IVR functionality with third party IVRs.

13. What is GED125? The IVR-PG protocol provides for IVR (VRU) applications/systems to communicate with the ICM and Contact Center Enterprise/Hosted system to provide VRU status and data to ICM, make ICM requests, or handle ICM instructions. The IVR-PG protocol is a TCP/IP socket based protocol. There is no SDK for this interface and therefore a developer is required to write directly to the socket layer 14. 15. 16.