Maintenance Manual

CHAPTER
6-1
Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
6
Event Management
Intelligent Contact Management software tracks events for processes and
applications running in the system. An event is any significant occurrence within
the ICM system that you might want to know about. Events are recorded on a local
and system-wide basis to aid you in maintaining the ICM system.
This chapter provides an overview of event logging and management in the ICM
system. It also describes how to use the ICM’s event viewing tool.
Overview
Intelligent Contact Management software is a distributed call routing system with
components that span several networks. The major components of ICM software
generate event data that can be useful in troubleshooting and maintaining the
system.
The ICM Event Management System (EMS) logs events from processes
throughout the system and stores the event data in the central database. For
example, a typical EMS event might record that a system component has been
disconnected.
The EMS also saves events from individual processes in per-process log files on
the local computer. These files document events for a specific process running on
a specific computer.
Several components and processes log events through the EMS:
• Peripheral Gateways
• Network Interface Controllers