The Cisco Contact Center Applications (CCCA) Management Information Base (MIB) module defines management instrumentation for applications that deliver enterprise-wide intelligent contact routing, call treatment, network-to- desktop computer telephony integration (CTI), and multi-media (e.g. voice, email, chat) contact management over an IP infrastructure. Cisco enterprise contact center applications are distributed, fault-tolerant, contact routing and management solutions that encompass multiple, dependent host servers. Each host is capable of implementing one or more functions of the application. How many functions a single host is capable of providing is dependent upon capacity and/or performance limitations. However, the architecture supports virtually any combination. The main functional components of Cisco enterprise contact center applications are: 1. Router: The router component provides intelligent routing of inbound contacts, e.g. voice calls, emails, chat sessions, to contact center agents. A subcomponent of the router is the Network Interface Controller (NIC). A NIC, in the context of a Cisco enterprise contact center application, is a gateway to a voice telephony network. (A NIC here should not be confused with a network interface card on a host computer.) A router component can have one or more NIC subcomponents. 2. Logger: The logger component maintains the enterprise contact center solution configuration and real-time data store. 3. Administration and Data Server: The administration and data server provides access to configuration, historical and detailed data, serving one or more reporting clients or data archival or aggregation components. Note that this component was previously known as the Administrator Workstation (AW) (specifically, the Distributor AW). 4. Peripheral Gateway (PG): The PG provides an interface to one or more peripheral devices such as a private branch exchange (PBX), an automatic call distributor (ACD) or a voice response unit (VRU). A subcomponent of the PG is the Peripheral Interface Manager or 'PIM'. A PIM acts as a gateway between the PG and a single PBX or VRU. A PG may have multiple PIMs. 5. Computer Telephony Integration (CTI) Gateway (CG): The CTI gateway is the solution integration point for desktop CTI clients. The CTI client application exposes contact data served by the CG to the agent (via 'screen pops') and allows the agent to control the contact state, e.g. answer/hang-up or transfer voice calls, respond to emails or chat with contacts. 6. CTI Object Server (CTIOS): CTIOS, as compared to the CTI gateway, is a more intelligent and more scalable server for desktop CTI clients and offers a higher-level interface to those client applications. 7. Outbound Option (OO): Outbound Option is an optional, add-on product having two primary runtime components: the Campaign Manager and the Dialer. The Campaign Manager is deployed co-resident with the Logger while the Dialer is deployed co-resident with a Peripheral Gateway. No more than one instance of an Outbound Option component may be installed on a server. Each server of the enterprise contact center solution, regardless of its specific function, implements the contact center applications MIB, however, it only populates those tables that are appropriate for its specific function. Implementing the same MIB on all hosts simplifies the acquisition of management instrumentation from the entire contact center solution. The instrumentation in each table of this MIB provides three types of data: 1) dependent host addresses (for topology building), 2) critical configuration information that uniquely identifies the functional component and, 3) operational status instrumentation. The quantity of entries (i.e. rows) in the tables of this MIB is static while the application is running on the host; rows cannot be added or deleted at runtime by the management station. Glossary of acronyms and terms: ACD Automatic Call Distributor BA Blended Agent (now called Outbound Option) CCE (Cisco Unified) Contact Center Enterprise CCH (Cisco Unified) Contact Center Hosted CG CTI Gateway CICM Customer Intelligent Contact Manager CTI Computer Telephony Integration CTIOS CTI Object Server DMP Device Management Protocol ICM (Cisco Unified) Intelligent Contact Management ICME (Cisco Unified) Intelligent Contact Management Enterprise ICMH (Cisco Unified) Intelligent Contact Management Hosted IPCC (Cisco) IP Contact Center - Old name, replaced by Cisco Unified Contact Center IVR Interactive Voice Response NAM Network Application Manager NIC Network Interface Controller OO Outbound Option PBX Private Branch Exchange PG Peripheral Gateway PIM Peripheral Interface Manager VRU Voice Response Unit duplex A term used herein to indicate that the functional component is fault tolerant. The component is installed on two separate servers (a side A and a side B); one side is active while the other is on hot standby. Should a failure occur on one side, the other side will immediately activate and continue its function with virtually no loss in functionality. instance A collection of enterprise contact center application functional components that encompass a complete solution. simplex A term used herein to indicate that the functional component is not fault tolerant. The component is installed on a single server; if the component fails, the system will then be impaired or entirely non-functional.