Glossary

Automatic call distribution: routing an incoming call to an available agent.

The ID an agent logs in to the contact center with. On UCCX it is the agent’s login name; on UCCE a number.

Contact Service Queue, on UCCX: a queue of calls waiting for agents with given skills. Identified in CTI messages by a numeric CSQ ID.

Computer telephony integration. Here, Cisco’s CTI protocol, which the Connector uses to receive call and agent events.

On UCCX, a virtual device that answers a call and runs a script before the call is delivered to an agent.

The component of UCCE (CTI Server, on the Peripheral Gateway) or UCCX (on the UCCX Engine) that the Connector connects to.

One of ten values a contact center script can set on a call, named CallVariable1 to CallVariable10 in CTI messages. A UCCX script sets them as Call.PeripheralVariable1 to Call.PeripheralVariable10.

Expanded Call Context variable: a named value, such as user.CustomerAccountReference01, that a contact center script can set on a call.

A CTI message reporting a change of call or agent state, such as CALL_DELIVERED_EVENT.

A phone’s directory number. The Connector finds a call’s QMS user by extension.

A named value attached to a QMS recording. The Connector writes system flags.

A variable-length field of a CTI message, identified by a tag.

The CTI messages that request and confirm a CTI session.

A field of a CTI event, such as CallVariable1 or ANI, whose value a trigger rule can attach to a recording.

Peripheral Gateway, on UCCE: the component that connects UCCE to a switch, and hosts the CTI Server.

On UCCX, the directory number that callers dial to reach an application.

A rule naming an event and a parameter, whose value the Connector attaches to the recording as a flag. See Trigger Rules Configured in QMS.

Cisco Unified Contact Center Enterprise.

Cisco Unified Contact Center Express.