CISCO-CONTACT-CENTER-APPS-MIB

Unsigned32

The instance number is a numeric value that uniquely identifies an enterprise contact center application instance. The instance number is a user-defined value configured when the instance is created by the administrator.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The instance name is the configured textual identification for the enterprise contact center application instance.

CcaIndexThis syntax is used as the index into a table. A positive value is used to identify a unique entry in the table. (1..4294967295) · Unsigned32 · hint d

The component index is a value that uniquely identifies an entry in the component table. This value is arbitrarily assigned by the SNMP agent.

CcaComponentType1 = router2 = logger3 = distAW4 = pg5 = cg6 = ctios7 = campaign8 = dialerThis syntax is used to identify the type of enterprise contact center application functional component. 'router': A router provides intelligent routing of inbound contacts to contact center agents. 'logger': The logger maintains the configuration and real- time data store. 'distAW': A distributor AW or administration and data server manages configuration, historical and detail data, serving one or more reporting clients. 'pg': A peripheral gateway provides an interface to one or more peripherals, e.g. a PBX, an ACD or a VRU. 'cg': A CTI gateway is the solution integration point for desktop CTI clients. 'ctios': A CTI object server is an intelligent, scalable server for desktop CTI clients. 'campaign': The Outbound Option Campaign Manager manages an outbound dialing campaign and maintains pertinent data about outbound dialing campaigns. 'dialer': The Outbound Option Dialer places calls during an outbound dialing campaign and determines optimal usage of available telephony ports. · Integer32

The component type object identifies the type of enterprise contact center application functional component.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The component name is a user-intuitive textual name for the enterprise contact center application functional component. Typically, this name is constructed using the component type text, the letter that indicates which side this component represents of a fault tolerant duplex pair and potentially a configured numeric identifier assigned to the component. For example, a router component might be 'RouterB'; a peripheral gateway might be 'PG3A'. Often, this name is used elsewhere (in contact center application tools) to identify this functional component.

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The component status is the last known status of the enterprise contact center application functional component.

Unsigned32 (1..4294967295)

The component element index is a unique numeric identifier for a system process or service that is a necessary element of an enterprise contact center application functional component. This value is arbitrarily assigned by the SNMP agent.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The component element name is the textual name of the component element, as known by the contact center application. The component element is an operating system process which is a necessary element of the enterprise contact center application functional component. Most often, this name is the host executable file name, without the file extension.

Unsigned32

Reference: - S. Waldbusser, P. Grillo, Host Resources MIB, RFC-2790, March 2000. - C. Krupczak, J. Saperia, Definitions of System-Level Managed Objects for Applications, RFC-2287, February 1998.

The component element run ID is the actual operating system process ID for the process or service that is an element of this enterprise contact center application functional component. The component element run ID maps directly to the 'hrSWRunIndex' value of 'hrSWRunTable' and 'hrSWRunPerfTable' (which augments 'hrSWRunTable') of the HOST-RESOURCES-MIB and the 'sysApplElmtRunIndex' value of 'sysApplElmtRunTable' of the SYSAPPL-MIB. This object value provides the mechanism for a one-to-one relationship between an entry in the referenced tables of these standard MIBs and an entry in the component element table.

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The component element status is the last known status of a system process or service that is a necessary element of an enterprise contact center application functional component.

CcaComponentSide1 = sideA2 = sideBThe functional components of the enterprise contact center application are fault tolerant. To achieve fault tolerance, two separate, interconnected, dependent hosts (one identified as 'sideA' and the other identified as 'sideB') will implement the functional component; one host will be the 'active' side and the other will be the 'standby' side. The two hosts are considered to be a 'duplex pair' of a functional component. This syntax is used to identify the side (A or B) that this host represents of a duplex pair of an enterprise contact center fault tolerant functional component. That one side is identified as 'sideA' does not imply that the 'A' side is always the primary; at any given time, either side could be the 'active' side. Setting the side identifier is completely arbitrary; the side is designated when installed and configured by the system administrator. When an event occurs that causes a fail-over from one side to the other, the side which was the 'standby' side then becomes the 'active' side while the previously-active side thus becomes the standby side. Most often, when the fail-over occurs, the side which was 'active' initiates a restart and then comes back up as the 'standby' side. The standby side is completely aware of the current status of the enterprise contact center application and is ready to assume functional responsibility immediately when instructed. When a fail-over occurs, there is little, if any, loss of functionality or context. Typically, a system impairment or failure event will cause a fail-over to occur but an administrator can initiate a fail- over by deliberately stopping the active side of a functional component. · Integer32

The router side indicates which of the duplex pair this entry represents of an enterprise contact center application fault tolerant router functional component. The router side value is either 'A' or 'B'. For simplex configurations, the router side value defaults to 'A'.

Gauge32 · calls

The router calls per sec object indicates the current inbound call rate; that is, the calculated number of inbound calls per second.

Gauge32 · agents

The router agents logged on object represents the number of contact center agents currently managed by the enterprise contact center application. This does not necessarily represent the number of contact center agents that can receive routed calls, but rather the number of agents for which the application is recording statistical information.

Gauge32 · calls

The router calls in progress object indicates the current number of active (voice) calls being managed by the enterprise contact center application. The calls will be in various states of treatment.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router duplex pair name object is the host name of the duplex pair (i.e. the other side) server of an enterprise contact center application fault tolerant router component. If this component is not part of a duplex pair (i.e. simplex), the object value will be the null string.

Gauge32 (0..32) · entries

The router NIC count object is the number of network interface controllers configured and enabled for this enterprise contact center application router functional component. There is an imposed architectural limit of 32 configured NICs per router. This object holds a count of rows in the NIC table (cccaNicTable).

Gauge32 (0..250) · peripherals

The router PGs enabled count object holds the number of Peripheral Gateways (PGs) that have been enabled for this router; during normal operation, this is the number of PGs that will connect to this router functional component. The application limits the number of configured PGs to a maximum of 250 per deployment.

Gauge32 · calls

The router calls in queue object indicates the total number of calls queued in all network Voice Response Units (VRUs), from the router's perspective, including those calls that are in the process of transferring to the VRU for queuing.

TruthValue1 = true2 = falseRepresents a boolean value. · Integer32

The router application gateway enabled object indicates whether an application gateway is configured and a part of this contact center application deployment. An application gateway provides an external interface to business back-end systems that may be used as external input to call scripting logic, or, that logic which controls how a customer call is handled (routed).

TruthValue1 = true2 = falseRepresents a boolean value. · Integer32

The router database worker enabled object indicates whether a database worker process has been configured and is a part of this contact center application deployment. A database worker provides an interface to an external database from which data may be retrieved and used as input to call scripting logic, or, that logic which controls how a customer call is handled (routed).

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router public high address object holds the address of the local high-priority interface of this router functional component to the public network. The 'public' network interface is exposed outside the realm of the ICM or Contact Center application and is used for the transfer of data between this router and other functional components of the contact center deployment. This interface is reserved for high-priority messages; network prioritization is typically configured for this interface to ensure a level of quality of service.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router public non-high address object holds the address of the local interface of this router functional component to the public network that is used for best effort priority messages. The 'public' network interface is exposed outside the realm of the ICM or Contact Center application and is used for the transfer of data between this router and other functional components of the deployment. This interface is used for normal-priority messages.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router private high address object holds the address of the local high-priority interface of this router functional component to the private network. The 'private' network interface is used exclusively by the ICM or Contact Center application for the transfer of synchronization data between duplexed pairs and for the transfer of application data from the router to the logger. This interface is reserved for high-priority messages and as much as 90% of the available network bandwidth is allocated to this interface.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router private non-high address object holds the address of the local interface of this router functional component to the private network that is used for best effort priority messages. The 'private' network is used exclusively by the ICM or Contact Center application for the transfer of synchronization data between duplexed pairs and for the transfer of application data from the router to the logger. This interface is used for normal-priority messages.

CcaIndexThis syntax is used as the index into a table. A positive value is used to identify a unique entry in the table. (1..4294967295) · Unsigned32 · hint d

The NIC index is a value that uniquely identifies an entry in the network interface controller table. The value of this object is arbitrarily assigned by the SNMP agent.

INTEGER1 = generic2 = att3 = aucsINAP4 = cain5 = crsp6 = cwc7 = gktmp8 = incrp9 = mci10 = nortel11 = ntl12 = sprint13 = ss7in14 = stentor15 = timINAP · Integer32

The Network Interface Controller (NIC) type indicates which telephony network that this NIC functional component provides an interface. The possible options are: 'generic': Generic NIC (typically only used for testing) 'att': AT&T NIC 'aucsINAP': AT&T Unisource Capability Set Intelligent Network Application Protocol NIC 'cain': Nortel Carrier Advanced Intelligent Network NIC 'crsp': Call Routing Service Protocol NIC 'cwc': Cable & Wireless Communications NIC 'gktmp': Gatekeeper Transaction Message Protocol NIC 'incrp': Intelligent Network Call Routing Protocol NIC 'mci': MCI NIC 'nortel': Nortel NIC 'ntl': ntl Group Ltd. NIC 'sprint': Sprint NIC 'ss7in': Signaling System 7 Intelligent Network NIC 'stentor': Stentor NIC 'timINAP': Telecom Italia Mobile Intelligent Network Application Protocol NIC

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The NIC status is the last known status of the enterprise contact center application network interface controller functional component.

CcaComponentSide1 = sideA2 = sideBThe functional components of the enterprise contact center application are fault tolerant. To achieve fault tolerance, two separate, interconnected, dependent hosts (one identified as 'sideA' and the other identified as 'sideB') will implement the functional component; one host will be the 'active' side and the other will be the 'standby' side. The two hosts are considered to be a 'duplex pair' of a functional component. This syntax is used to identify the side (A or B) that this host represents of a duplex pair of an enterprise contact center fault tolerant functional component. That one side is identified as 'sideA' does not imply that the 'A' side is always the primary; at any given time, either side could be the 'active' side. Setting the side identifier is completely arbitrary; the side is designated when installed and configured by the system administrator. When an event occurs that causes a fail-over from one side to the other, the side which was the 'standby' side then becomes the 'active' side while the previously-active side thus becomes the standby side. Most often, when the fail-over occurs, the side which was 'active' initiates a restart and then comes back up as the 'standby' side. The standby side is completely aware of the current status of the enterprise contact center application and is ready to assume functional responsibility immediately when instructed. When a fail-over occurs, there is little, if any, loss of functionality or context. Typically, a system impairment or failure event will cause a fail-over to occur but an administrator can initiate a fail- over by deliberately stopping the active side of a functional component. · Integer32

The logger side indicates which of the duplex pair this entry represents of an enterprise contact center application fault tolerant logger functional component. The logger side value is either 'A' or 'B'. For simplex configurations, the logger side value defaults to 'A'.

INTEGER1 = standard2 = nam3 = cicm · Integer32

The logger type object indicates which type of enterprise contact center application logger is installed on this server. The logger type varies based on the configuration of the contact center solution. 'standard': The default logger type configured for an enterprise contact center solution. 'nam': The network application manager (NAM) logger type is installed at a telephony service provider and supports the routing of inbound voice calls to a customer intelligent contact management application solution. 'cicm': The customer intelligent contact manager (CICM) logger type is installed as part of a customer instance of an enterprise contact center application solution. The CICM component manages contacts routed by the NAM component, distributing contacts to customer premise peripheral devices or contact center agents.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router side A name object holds the host name of the side 'A' router that this enterprise contact center application logger functional component is associated. The logger component must be connected to a router that is part of the same instance. The logger connects to the router via a 'private' interface -- a closed subnet that guarantees a quality of service level that will not impact the performance of the contact center application. This private subnet is not accessible by the management station. _____ | | | NMS | |_____| | Visible Subnet =======+===+==========+================+=============+======= | | | | ____|____ ___|__ ___|__ ____|____ | | | | | | | | | RouterA | | PG1A | | PG1B | | RouterB | |_________| |______| |______| |_________| | |____private_____| | | | =======+=======+=============================+=======+======= | Private Subnet | ____|____ ____|____ | | | | | LoggerA | | LoggerB | |_________| |_________|

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The router side B name object holds the host name of the side 'B' router that this enterprise contact center application logger functional component is associated. The logger component must be connected to a router that is part of the same instance. The logger connects to the router via a 'private' interface -- a closed subnet that guarantees a quality of service level that will not impact the performance of the contact center application. This private subnet is not accessible by the management station. _____ | | | NMS | |_____| | Visible Subnet =======+===+==========+================+=============+======= | | | | ____|____ ___|__ ___|__ ____|____ | | | | | | | | | RouterA | | PG1A | | PG1B | | RouterB | |_________| |______| |______| |_________| | |____private_____| | | | =======+=======+=============================+=======+======= | Private Subnet | ____|____ ____|____ | | | | | LoggerA | | LoggerB | |_________| |_________|

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The logger duplex pair name object is the host name of the duplex pair (i.e. the other side) server of an enterprise contact center application fault tolerant logger component. If this component is not part of a duplex pair (i.e. simplex), the object value will be the null string. The logger connects to its duplex pair via a 'private' interface -- a closed subnet that guarantees a quality of service level that will not impact the performance of the contact center application. This private subnet is not accessible by the management station.

TruthValue1 = true2 = falseRepresents a boolean value. · Integer32

The logger HDS replication Boolean object indicates whether the logger component will be replicating data to a distributor AW Historical Data Server (HDS). If 'true', the logger feeds historical data at regular intervals to the HDS for long-term storage. In this configuration, administrator reports are generated by accessing data from the HDS rather than the logger in order to remove the performance impact of reporting on the logger.

Unsigned32 · hundred nanoseconds

The logger average database write time expresses the average amount of time, in 100 nanosecond units, required to write data to a table in the central controller database. This value represents the average time per write of the last 100 write operations. This object is a good indicator of contention for database access.

CcaComponentSide1 = sideA2 = sideBThe functional components of the enterprise contact center application are fault tolerant. To achieve fault tolerance, two separate, interconnected, dependent hosts (one identified as 'sideA' and the other identified as 'sideB') will implement the functional component; one host will be the 'active' side and the other will be the 'standby' side. The two hosts are considered to be a 'duplex pair' of a functional component. This syntax is used to identify the side (A or B) that this host represents of a duplex pair of an enterprise contact center fault tolerant functional component. That one side is identified as 'sideA' does not imply that the 'A' side is always the primary; at any given time, either side could be the 'active' side. Setting the side identifier is completely arbitrary; the side is designated when installed and configured by the system administrator. When an event occurs that causes a fail-over from one side to the other, the side which was the 'standby' side then becomes the 'active' side while the previously-active side thus becomes the standby side. Most often, when the fail-over occurs, the side which was 'active' initiates a restart and then comes back up as the 'standby' side. The standby side is completely aware of the current status of the enterprise contact center application and is ready to assume functional responsibility immediately when instructed. When a fail-over occurs, there is little, if any, loss of functionality or context. Typically, a system impairment or failure event will cause a fail-over to occur but an administrator can initiate a fail- over by deliberately stopping the active side of a functional component. · Integer32

The distributor administrator workstation (AW) (also known as the administration and data server) side indicates which of the duplex pair this entry represents of an enterprise contact center application distributor AW functional component. The Distributor Admin Workstation implements an N+1 fault tolerance model vs. the 1+1 model implemented by the Router and Peripheral Gateways. As such, this object has been deprecated since it is inconsistent with the Dist AW fault tolerance model.

INTEGER0 = standard1 = nam2 = cicm · Integer32

The distributor administrator workstation (AW) (also known as the administration and data server) type object indicates which type of enterprise contact center application distributor AW is installed on this server. The distributor AW type varies based on the size and configuration of the contact center solution. 'standard': The default distributor AW type configured for an enterprise contact center solution. 'nam': The network application manager (NAM) distributor AW type is installed at a telephony service provider. 'cicm': The customer intelligent contact manager (CICM) distributor AW type is installed as part of a customer instance of an enterprise contact center hosted application solution.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The distributor administrator workstation (AW) (also known as the administration and data server) administrative site name is a user-defined textual name that uniquely identifies the location or the configuration of the distributor AW component.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The distributor administrator workstation (AW) (also known as the administration and data server) router side A name object holds the host name of the side 'A' router that this enterprise contact center application distributor AW functional component is associated. The distributor AW component must be connected to a router that is part of the same instance. If the side B router is the active router and a failure occurs, the side A router then immediately assumes the role. In this case, the distributor AW will lose its connection to the side B router and thus use this object value to connect to the side A router.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The distributor administrator workstation (AW) (also known as the administration and data server) router side B name object holds the host name of the side 'B' router that this enterprise contact center distributor AW functional component is associated. The distributor AW component must be connected to a router that is part of the same instance. If the side A router is the active router and a failure occurs, the side B router then immediately assumes the role. In this case, the distributor AW will lose its connection to the side A router and thus use this object value to connect to the side B router.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The distributor administrator workstation (AW) (also known as the administration and data server) logger side A name object holds the host name of the side 'A' logger that this enterprise contact center application distributor AW functional component is associated. The distributor AW component must be connected to a logger that is part of the same instance. If the side B logger is the active logger and a failure occurs, the side A logger then immediately assumes the role. In this case, the distributor AW will lose its connection to the side B logger and thus use this object value to connect to the side A logger.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The distributor administrator workstation (AW) (also known as the administration and data server) logger side B name object holds the host name of the side 'B' logger that this enterprise contact center application distributor AW functional component is associated. The distributor AW component must be connected to a logger that is part of the same instance. If the side A logger is the active logger and a failure occurs, the side B logger then immediately assumes the role. In this case, the distributor AW will lose its connection to the side A logger and thus use this object value to connect to the side B logger.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The distributor administrator workstation (AW) (also known as the administration and data server) duplex pair name object is the host name of the duplex pair (i.e. the other side) server of an enterprise contact center application distributor AW component. If this component is not part of a duplex pair (i.e. simplex), the object value will be the null string. The Distributor Admin Workstation implements an N+1 fault tolerance model vs. the 1+1 model implemented by the Router and Peripheral Gateways. As such, this object has been deprecated since it is inconsistent with the Dist AW fault tolerance model.

TruthValue1 = true2 = falseRepresents a boolean value. · Integer32

The distributor administrator workstation (AW) (also known as the administration and data server) HDS enabled Boolean object indicates whether this enterprise contact center application distributor AW has a historical database server (HDS) configured and enabled. If so, this distributor AW will receive replicated data from the logger at periodic intervals and add the data to the HDS. Administration clients will generate reports based on the data in this HDS.

TruthValue1 = true2 = falseRepresents a boolean value. · Integer32

The distributor administrator workstation (AW) (also known as the administration and data server) WebView enabled Boolean object indicates whether this enterprise contact center application distributor AW has a web-based reporting server (WebView) configured and enabled. Having WebView configured and enabled does not imply that a historical database is also present on this server; the data may be accessed by the WebView server from a database on a different host.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The distributor administrator workstation (AW) (also known as the administration and data server) WebView server name object holds the server (universal naming convention (UNC)) name of the server where the enterprise contact center application database resides. The WebView server accesses this database to serve WebView client reports.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The distributor administrator workstation (AW) (also known as the administration and data server) web reskilling URL object holds the URL for the contact center application web reskilling tool. The web reskilling tool allows contact center administrators and supervisors to reskill agents (reassign contact center agents to different skill groups allowing them to take calls of a different topic).

Unsigned32 (1..80)

The PG number is a user-defined numeric identifier for this enterprise contact center application peripheral gateway. The value is limited by the contact center application to a value between 1 and 80; 80 is the maximum number of peripheral gateways supported by the application. This object has been deprecated since its range is now inappropriate; the number of peripheral gateways supported in a deployment increased to 150 in ICM/CC version 7.5 and again up to 250 in ICM/CC version 8.0.

CcaComponentSide1 = sideA2 = sideBThe functional components of the enterprise contact center application are fault tolerant. To achieve fault tolerance, two separate, interconnected, dependent hosts (one identified as 'sideA' and the other identified as 'sideB') will implement the functional component; one host will be the 'active' side and the other will be the 'standby' side. The two hosts are considered to be a 'duplex pair' of a functional component. This syntax is used to identify the side (A or B) that this host represents of a duplex pair of an enterprise contact center fault tolerant functional component. That one side is identified as 'sideA' does not imply that the 'A' side is always the primary; at any given time, either side could be the 'active' side. Setting the side identifier is completely arbitrary; the side is designated when installed and configured by the system administrator. When an event occurs that causes a fail-over from one side to the other, the side which was the 'standby' side then becomes the 'active' side while the previously-active side thus becomes the standby side. Most often, when the fail-over occurs, the side which was 'active' initiates a restart and then comes back up as the 'standby' side. The standby side is completely aware of the current status of the enterprise contact center application and is ready to assume functional responsibility immediately when instructed. When a fail-over occurs, there is little, if any, loss of functionality or context. Typically, a system impairment or failure event will cause a fail-over to occur but an administrator can initiate a fail- over by deliberately stopping the active side of a functional component. · Integer32

The PG side indicates which of the duplex pair this entry represents of an enterprise contact center application fault tolerant peripheral gateway functional component. The PG side value is either 'A' or 'B'. For simplex configurations, the PG side value defaults to 'A'.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The PG router side A name object holds the host name of the side A router that this enterprise contact center application peripheral gateway functional component is associated. The peripheral gateway component must be connected to a router that is part of the same instance. If the side B router is the active router and a failure occurs, the side A router then immediately assumes the role. In this case, the peripheral gateway will lose its connection to the side B router and thus use this object value to connect to the side A router.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The PG router side B name object holds the host name of the side B router that this enterprise contact center application peripheral gateway functional component is associated. The peripheral gateway component must be connected to a router that is part of the same instance. If the side A router is the active router and a failure occurs, the side B router then immediately assumes the role. In this case, the peripheral gateway will lose its connection to the side A router and thus use this object value to connect to the side B router.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The PG duplex pair name object is the host name of the duplex pair (i.e. the other side) server of an enterprise contact center application fault tolerant peripheral gateway component. If this component is not part of a duplex pair (i.e. simplex), the object value will be the null string.

Gauge32 (1..32)

The PG PIM count object indicates the number of peripheral interface managers configured and enabled for this enterprise contact center application peripheral gateway functional component. This value is limited to 32 - this is the maximum number of PIMs supported on a single peripheral gateway.

Gauge32 · calls

The calls in progress object shows the number of calls that are currently active and being managed/monitored by this peripheral gateway.

Gauge32 · agents

The agents logged On object shows the number of agents associated with this peripheral gateway that are currently logged on and are being managed/monitored by this peripheral gateway.

Gauge32 · agents

The agents ready object shows the number of agents associated with this peripheral gateway that are currently logged on and in a 'Ready' state, i.e., ready to receive calls.

Gauge32 · agents

The agents talking object shows the number of agents associated with this peripheral gateway that are currently logged on and taking a call (in a 'Talking' state.

Unsigned32

The PG number is a unique numeric identifier for this enterprise contact center application peripheral gateway. The identifier is assigned by the contact center application.

Unsigned32 (1..32)

The PIM number is the numeric identifier for this enterprise contact center application PIM. This object value is a user-defined numeric value and is limited to a maximum of 32 since this is the maximum number of PIMs supported on a single peripheral gateway.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The PIM peripheral name is the user-defined textual name of the enterprise contact center application PIM. This name uniquely identifies the PIM.

CcaPeripheralType1 = aspect2 = meridian3 = dms1004 = g25 = g36 = galaxy7 = spectrum8 = neax24009 = acp100010 = rolm900511 = siemensHicom12 = ericssonMD11013 = alcatel14 = mediaRouting15 = nonVoiceAgent16 = symposium17 = callManager18 = acmiIPCC19 = acmiCRS20 = vru21 = softACD23 = systemIPCCThe peripheral type textual convention indicates the type of peripheral device that the enterprise contact center application functional component or subcomponent is associated. The peripheral is typically a private branch exchange (PBX), automatic call distributor (ACD) or a voice response unit (VRU). 'aspect': Aspect Communications CallCenter ACD; Interface via Application Bridge (AB) or Computer Media Integration (CMI) and Real- Time Bridge (RTB). 'meridian': Nortel Meridian 1; interface via MeridianLink SCCS with MLS. 'dms100': Nortel DMS-100, DMS-500/SL-100; interface via CompuCall. 'g2': AT&T G2 ACD with 3B2 CMS. 'g3': Lucent/Avaya Definity; interface via ECS, CVLAN. 'galaxy': Rockwell Galaxy 'spectrum': Rockwell Spectrum; interface via TransactionLink. 'neax2400': NEC NEAX-2400, 7400 and APEX-7600; interface via Infolink/OAI. 'acp1000': Ericsson ACP-1000 switch; interface via ApplicationLink. 'rolm9005': Siemens Rolm-9751 CBX 'siemensHicom': Siemens Hicom 300/E; interface via CSTA CallBridge. 'ericssonMD110': Ericsson MD-110; interface via ApplicationLink CSTA Gateway. 'alcatel': Alcatel A4400; interface via CSTA-2. 'mediaRouting': The ICM/CCE Media Routing PIM provides task routing of non-voice contacts in a mixed- media contact center. 'nonVoiceAgent': The ICM/CCE Non-Voice Agent PIM integrates strickly non-voice agents into the contact center solution. 'symposium': Nortel Symposium; interface via MeridianLink Host Data Exchange (HDX) and Real-Time Data (RTD) interface. 'callManager': Cisco CallManager IP PBX (also known as Cisco Unified Communications Manager); interface via Java Telephony Application Programming Interface (JTAPI). 'acmiIPCC': Advanced Call Management Interface (ACMI) provides the interface to implement a parent/ child IP Contact Center (IPCC) (also known as Cisco Unified Contact Center Enterprise or CCE) relationship whereby the ACMI PIM in a parent IPCC (CCE) system represents a child IPCC (CCE) system as a peripheral. 'acmiCRS': Advanced Call Management Interface (ACMI) provides the interface to implement a parent/ child relationship whereby the ACMI PIM in a parent IPCC (CCE) system represents a child Cisco Customer Response Suite (CRS) (also known as Cisco Unified Contact Center Express or CCX) system as a peripheral. 'vru': A Voice Response Unit peripheral. 'softACD': Cisco SoftACD peripheral interface - this may be either the Agent Reporting Interface (ARI) or the Event Reporting Interface (ERI). 'systemIPCC': Cisco System IP Contact Center (IPCC) (also known as Cisco Unified System Contact Center Enterprise or SCCE) peripheral (typically called the Agent/IVR Controller). · Integer32

The PIM peripheral type object specifies the type of the enterprise contact center application PIM, e.g. the brand name and/or model of the automatic call distributor (ACD), private branch exchange (PBX) or voice response unit (VRU).

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The PIM status object holds the last known status of the enterprise contact center application peripheral interface manager functional component.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The PIM peripheral host name object holds the host name or IP address of the peripheral (the PBX, ACD or VRU) that the enterprise contact center application PIM will be connected. If there are multiple interfaces to the peripheral, each host name or IP address will be separated by a comma.

Unsigned32 (1..80)

The CG number is a numeric identifier for this enterprise contact center application CTI gateway. This is a user- defined numeric value and may not be identical to the table index. The value is limited by the contact center application to a value between 1 and 80 as this is the maximum number of CTI gateways supported by the application. This object has been deprecated since its range is now inappropriate; the number of CTI gateways supported in a deployment increased to 150 in ICM/CC version 7.5 and again up to 250 in ICM/CC version 8.0.

CcaComponentSide1 = sideA2 = sideBThe functional components of the enterprise contact center application are fault tolerant. To achieve fault tolerance, two separate, interconnected, dependent hosts (one identified as 'sideA' and the other identified as 'sideB') will implement the functional component; one host will be the 'active' side and the other will be the 'standby' side. The two hosts are considered to be a 'duplex pair' of a functional component. This syntax is used to identify the side (A or B) that this host represents of a duplex pair of an enterprise contact center fault tolerant functional component. That one side is identified as 'sideA' does not imply that the 'A' side is always the primary; at any given time, either side could be the 'active' side. Setting the side identifier is completely arbitrary; the side is designated when installed and configured by the system administrator. When an event occurs that causes a fail-over from one side to the other, the side which was the 'standby' side then becomes the 'active' side while the previously-active side thus becomes the standby side. Most often, when the fail-over occurs, the side which was 'active' initiates a restart and then comes back up as the 'standby' side. The standby side is completely aware of the current status of the enterprise contact center application and is ready to assume functional responsibility immediately when instructed. When a fail-over occurs, there is little, if any, loss of functionality or context. Typically, a system impairment or failure event will cause a fail-over to occur but an administrator can initiate a fail- over by deliberately stopping the active side of a functional component. · Integer32

The CG side indicates which of the duplex pair this entry represents of an enterprise contact center application fault tolerant CTI gateway functional component. The CG side value is either 'A' or 'B'. For simplex configurations, the CG side value defaults to 'A'.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CG PG side A name object holds the host name of the side A peripheral gateway (PG) that this enterprise contact center application CTI gateway (CG) functional component is associated. The CG component must be connected to a PG that is part of the same instance. If the side B PG is the active PG and a failure occurs, the side A PG then immediately assumes the role. In this case, the CG will lose its connection to the side B PG and thus use this object value to connect to the side A PG.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CG PG side B name object holds the host name of the side 'B' peripheral gateway (PG) that this enterprise contact center application CTI gateway (CG) functional component is associated. The CG component must be connected to a PG that is part of the same instance. If the side A PG is the active PG and a failure occurs, the side B PG then immediately assumes the role. In this case, the CG will lose its connection to the side A PG and thus use this object value to connect to the side B PG.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CG duplex pair name object is the host name of the duplex pair (i.e. the other side) server of an enterprise contact center application fault tolerant CTI gateway component. If this component is not part of a duplex pair (i.e. simplex), the object value will be the null string.

Gauge32

The CG open sessions object indicates the number of sessions (connections) that have been established between the CTI Gateway and CTI clients. These are active sessions that are functioning normally.

Gauge32

The CG other sessions object indicates the total number of sessions (connections) between the CTI Gateway and CTI clients that are not normal, open/active sessions. This includes sessions that are 'opening' (not yet established and initialized), session that are 'closing' (connections being torn down) as well as sessions that are in an 'unknown' state and sessions that have failed. While this object value will fluctuate from time to time, during normal operation, it will stabilize. A steadily increasing value indicates a problem that should be investigated.

Unsigned32

The CG number is a unique numeric identifier for this enterprise contact center application CTI gateway. The identifier is assigned by the contact center application.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The CTI OS server name object specifies the user-defined textual name assigned to this enterprise contact center application CTI OS component to uniquely identify it.

SnmpAdminStringAn octet string containing administrative information, preferably in human-readable form. To facilitate internationalization, this information is represented using the ISO/IEC IS 10646-1 character set, encoded as an octet string using the UTF-8 transformation format described in [RFC2279]. Since additional code points are added by amendments to the 10646 standard from time to time, implementations must be prepared to encounter any code point from 0x00000000 to 0x7fffffff. Byte sequences that do not correspond to the valid UTF-8 encoding of a code point or are outside this range are prohibited. The use of control codes should be avoided. When it is necessary to represent a newline, the control code sequence CR LF should be used. The use of leading or trailing white space should be avoided. For code points not directly supported by user interface hardware or software, an alternative means of entry and display, such as hexadecimal, may be provided. For information encoded in 7-bit US-ASCII, the UTF-8 encoding is identical to the US-ASCII encoding. UTF-8 may require multiple bytes to represent a single character / code point; thus the length of this object in octets may be different from the number of characters encoded. Similarly, size constraints refer to the number of encoded octets, not the number of characters represented by an encoding. Note that when this TC is used for an object that is used or envisioned to be used as an index, then a SIZE restriction MUST be specified so that the number of sub-identifiers for any object instance does not exceed the limit of 128, as defined by [RFC3416]. Note that the size of an SnmpAdminString object is measured in octets, not characters. SIZE (0..255) · OCTET STRING · hint 255t

The CTI OS peripheral name is the unique identifier for the peripheral that the enterprise contact center application CTI OS component is associated. This association links the CTI desktop clients with a particular peripheral PBX.

CcaPeripheralType1 = aspect2 = meridian3 = dms1004 = g25 = g36 = galaxy7 = spectrum8 = neax24009 = acp100010 = rolm900511 = siemensHicom12 = ericssonMD11013 = alcatel14 = mediaRouting15 = nonVoiceAgent16 = symposium17 = callManager18 = acmiIPCC19 = acmiCRS20 = vru21 = softACD23 = systemIPCCThe peripheral type textual convention indicates the type of peripheral device that the enterprise contact center application functional component or subcomponent is associated. The peripheral is typically a private branch exchange (PBX), automatic call distributor (ACD) or a voice response unit (VRU). 'aspect': Aspect Communications CallCenter ACD; Interface via Application Bridge (AB) or Computer Media Integration (CMI) and Real- Time Bridge (RTB). 'meridian': Nortel Meridian 1; interface via MeridianLink SCCS with MLS. 'dms100': Nortel DMS-100, DMS-500/SL-100; interface via CompuCall. 'g2': AT&T G2 ACD with 3B2 CMS. 'g3': Lucent/Avaya Definity; interface via ECS, CVLAN. 'galaxy': Rockwell Galaxy 'spectrum': Rockwell Spectrum; interface via TransactionLink. 'neax2400': NEC NEAX-2400, 7400 and APEX-7600; interface via Infolink/OAI. 'acp1000': Ericsson ACP-1000 switch; interface via ApplicationLink. 'rolm9005': Siemens Rolm-9751 CBX 'siemensHicom': Siemens Hicom 300/E; interface via CSTA CallBridge. 'ericssonMD110': Ericsson MD-110; interface via ApplicationLink CSTA Gateway. 'alcatel': Alcatel A4400; interface via CSTA-2. 'mediaRouting': The ICM/CCE Media Routing PIM provides task routing of non-voice contacts in a mixed- media contact center. 'nonVoiceAgent': The ICM/CCE Non-Voice Agent PIM integrates strickly non-voice agents into the contact center solution. 'symposium': Nortel Symposium; interface via MeridianLink Host Data Exchange (HDX) and Real-Time Data (RTD) interface. 'callManager': Cisco CallManager IP PBX (also known as Cisco Unified Communications Manager); interface via Java Telephony Application Programming Interface (JTAPI). 'acmiIPCC': Advanced Call Management Interface (ACMI) provides the interface to implement a parent/ child IP Contact Center (IPCC) (also known as Cisco Unified Contact Center Enterprise or CCE) relationship whereby the ACMI PIM in a parent IPCC (CCE) system represents a child IPCC (CCE) system as a peripheral. 'acmiCRS': Advanced Call Management Interface (ACMI) provides the interface to implement a parent/ child relationship whereby the ACMI PIM in a parent IPCC (CCE) system represents a child Cisco Customer Response Suite (CRS) (also known as Cisco Unified Contact Center Express or CCX) system as a peripheral. 'vru': A Voice Response Unit peripheral. 'softACD': Cisco SoftACD peripheral interface - this may be either the Agent Reporting Interface (ARI) or the Event Reporting Interface (ERI). 'systemIPCC': Cisco System IP Contact Center (IPCC) (also known as Cisco Unified System Contact Center Enterprise or SCCE) peripheral (typically called the Agent/IVR Controller). · Integer32

The CTI OS peripheral type object indicates the peripheral type that the enterprise contact center application CTI OS is associated. This also then identifies the peripheral PBX type that the CTI desktop clients are associated.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CTI OS CG side A name object holds the host name of the side A CTI gateway (CG) that this enterprise contact center application CTI object server (CTI OS) functional component is associated. The CTI OS component must be connected to a CG that is part of the same instance. If the side B CG is the active CG and a failure occurs, the side A CG then immediately assumes the role. In this case, CTI OS will lose its connection to the side B CG and thus use this object value to connect to the side A CG.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CTI OS CG side B name object holds the host name of the side B CTI gateway (CG) that this enterprise contact center application CTI object server (CTI OS) functional component is associated. The CTI OS component must be connected to a CG that is part of the same instance. If the side A CG is the active CG and a failure occurs, the side B CG then immediately assumes the role. In this case, CTI OS will lose its connection to the side A CG and thus use this object value to connect to the side B CG.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The CTI OS peer name object is the host name of the peer server of an enterprise contact center application CTI object server functional component. If this component does not have a peer, the object value will be the null string. Note that the CTI OS component implements fault tolerance slightly differently than other components of the contact center solution. CTI OS maintains two active peer object servers to serve client desktop CTI applications. If a failure occurs on one of the two servers, its clients will connect to the peer server.

Gauge32

The active clients object holds the number of CTI OS active client mode desktop connections. This value indicates the total number of desktops connected to the CTI OS server. The number of desktops connected to the A and B side of CTI OS determine the total desktops connected through this instance of CTI OS server.

Gauge32

The active monitors object holds the number of CTI OS active monitor mode desktop connections. CTI OS only supports two monitor mode connections per each CTI OS server. This value indicates how many monitor mode connections are in use. Once there are two in use further monitor mode connection attempts are rejected.

Gauge32

The calls in progress object indicates the total number of active calls being tracked by CTI OS. This value shows how many calls are currently being handled by CTI OS. This value should go up and down based on the call arrival rate and the agent call completion rate.

Unsigned32

The calls failed object holds the total number of calls that failed via a failure event being reported to CTI OS. If this count begins to rise, the log file should be captured to gather more specific information on the failure events.

Gauge32 · percent

The campaign manager and import processes share a private database on the side A logger. The campaign manager database utilization object shows what percentage of allocated space in the database is currently utilized. An administrator should start paying attention when this value exceeds 80 percent.

Gauge32 · entries

The campaign manager is a multithreaded process. There is one main dispatch thread that is involved in most processing. The queue depth object indicates how many messages are queued to this internal dispatch thread. By default, the campaign manager will deliberately restart when this value exceeds 10,000 messages in queue as a self-defense mechanism; the administrator must then investigate the reason for this performance bottleneck.

Gauge32 · milliseconds

The campaign manager is a multithreaded process; however, there is one main dispatch thread that is involved in most message processing. The average queue time object shows the average amount of time a message spends in the main dispatch thread queue awaiting processing (in milliseconds).

Gauge32 · dialers

The campaign manager process feeds several dialer components which manage the dialing of customers for outbound campaigns. The active dialers counter indicates how many dialers are currently registered to this campaign manager.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The dialer campaign manager name object holds the host name or IP address of the Outbound Option Campaign Manager to which this dialer is associated. The dialer connects to the campaign manager to exchange data related to an outbound dialing campaign.

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The dialer campaign manager status indicates the current connection status between this dialer and the Outbound Option Campaign Manager component which is co-resident with the logger (side A).

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The dialer CTI server A name object holds the host name or IP address of the contact center application CTI Server side A functional component which this dialer is dependent upon. The dialer connects to the CTI Server to monitor skill group statistics (to choose an agent) and execute call control once an available agent is selected.

InetAddressDNSRepresents a DNS domain name. The name SHOULD be fully qualified whenever possible. The corresponding InetAddressType is dns(16). The DESCRIPTION clause of InetAddress objects that may have InetAddressDNS values MUST fully describe how (and when) these names are to be resolved to IP addresses. The resolution of an InetAddressDNS value may require to query multiple DNS records (e.g., A for IPv4 and AAAA for IPv6). The order of the resolution process and which DNS record takes precedence depends on the configuration of the resolver. This textual convention SHOULD NOT be used directly in object definitions, as it restricts addresses to a specific format. However, if it is used, it MAY be used either on its own or in conjunction with InetAddressType, as a pair. SIZE (1..255) · OCTET STRING · hint 255a

The dialer CTI server B name object holds the host name or IP address of the contact center application CTI server side B functional component which this dialer is dependent upon. The dialer connects to the CTI server to monitor skill group statistics (to choose an agent) and execute call control once an available agent is selected.

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The dialer CTI server status indicates the current connection status between this dialer and the active CTI server component.

CcaComponentStatus1 = unknown2 = disabled3 = stopped4 = started5 = active6 = standby7 = disconnected8 = uninitialized9 = notRoutableThis syntax is used to identify the run status of an enterprise contact center application distributed functional component. The value shown is the result of evaluating the current run status of services and processes associated with the functional component. 'unknown': The status of the functional component cannot be determined. 'disabled': The functional component has been explicitly disabled by an administrator. 'stopped': The functional component is stopped. The component may be dysfunctional or impaired. 'started': The functional component has been started. 'active': The functional component has been started, is currently running and, where appropriate, is the active side of a fault tolerant component duplex pair. 'standby': The functional component has been started, is currently running and is the 'hot-standby' side of a fault tolerant duplex pair. 'disconnected': The component is unexpectedly disconnected from a dependent component or service. 'uninitialized': The component has not yet completed its initialization process. 'notRoutable': The component is currently unable to make routing decisions. · Integer32

The dialer media router status indicates the current connection status between this dialer and the Media Routing (MR) Peripheral Interface Manager (PIM) component. The dialer uses the MR PIM interface to reserve an available agent as a recipient for a dialed customer call.

Gauge32 · messages

The dialer is a multithreaded process which communicates between threads using inter-thread messaging. The queue depth object indicates how many messages are currently queued for the main dispatch thread. When this object is used in combination with the average queue time object, message processing performance can be gauged. By default, the dialer process will deliberately restart when this value exceeds 10,000 messages.

Gauge32 · milliseconds

The dialer is a multithreaded process that communicates between threads using messaging. There is one main dispatch thread that is involved in most message processing. The average queue time shows the average amount of time (in milliseconds) that a message spent in the queue before being de-queued for processing. When this object used in combination with the queue depth object, message processing performance can be gauged.

Gauge32 · agents

For an agent campaign, the dialer places calls to customers and transfers those customer calls to agents. The talking agents object indicates how many agents are currently talking in the monitored campaign skill group.

Gauge32 · calls

The call attempts per second object tracks how many calls the dialer is placing per second, rounded to the nearest integer. If the dialing rate is too high, it can result in network congestion on the voice network which can result in inefficient dialing.

Gauge32 · ports

The dialer configured ports object is a count of the total number of ports that have been configured for placing calls to customers and for transferring calls to agents during outbound calling campaigns. During normal operation, the dialer configured ports object value is equal to a sum of busy and idle ports.

Gauge32 · ports

The dialer busy customer ports object is a count of the number of ports currently in use for customer calls. The port is the unit on the dialer that places calls to reserve agents and to contact customers.

Gauge32 · ports

The dialer busy reservation ports object tracks how many ports are currently busy reserving agents. The port is the unit on the dialer that places calls to reserve agents and to contact customers.

Gauge32 · ports

The dialer idle ports object is a count of the number of ports that are currently idle, i.e. there are no calls to customers or to agents using these ports and they are available to the dialer for placing new calls.

Gauge32 · ports

The dialer blocked ports object is a count of the number of ports that are currently unusable for placing calls. A blocked port may be an impaired or inoperable port or one that has a 'stuck' call that has not been dropped. A 'stuck' call is a call that has been identified by the application as exceeding a duration threshold.