CmmcaServiceType

• Base type Enumeration

This textual convention is used to identify the type of service. The Cisco Unified Expert Advisor includes one or but probably multiple, of the following services. 'cm': Contact Manager: The Contact manager service is responsible for the handling of call requests and maintaining contact state. CM uses BRE to help direct call flow decision making. The major services that the CM interfaces with are the Work Assigner (WA), Media Platform Interface (MPA), Knowledge Broker (KB), the ICM Gateway (GW), and Business Rules Execution Engine (BRE). 'rm': Resource Manager: The Resource Manager (RM) is responsible for maintaining the state of assignable resources, e.g. agents. The RM interfaces to the Work Assigner, Media Platform Interface, Resource Desktop Adapter and Business Rules Engine. 'wa': Work assigner: The Work Asssigner is responsible for matching Contacts that need Resources with Resources that need Contacts. 'mpa': Media Platform Adapter: The Media Platform Adapter is a generic interface to various switching and call control platforms. Removes inconsistencies and normalizes messages before sending them. It is an SIP Back to Back user Agent, providing basic third party call control and end point functions to its clients(RM,CM,RDA). 'bre': Business Rules Engine: The BRE allows customers to define how the system will behave and then execute scripts or business rules at runtime. 'icmgw': ICM Gateway : The ICM Gateway talks to the ERS PG of ICM over the GED-188 (ACMI) protocol. It sends agent state information to the ICM so that the ICM knows whether or not to route calls. 'rda': Resource Desktop Adapter: This service is used by RM to communicate to the user interface of the Resource(Agent). It provides a normalized interface (RDI) to the RM that removes differences between communicating to different types of desktops or Resources viz;CTI-OS, Presence, WebBased desktops or Traditional/occasional agents. 'ra': Reporting Adapter: RAs listen to event streams that are produced by runtime components. They then take those events, convert them as appropriate (for example, converting them to a particular version of a schema or applying a security policy of what data can be sent to the reporting database) and then send a new message to the Cisco MMCA Reporting Subsystem. 'rs': Reporting Subsystem: The RS is responsible for writing data into the reporting database. It receives messages from various Reporting Adapters and converts them into db writes.