Maintenance Manual
Preface 9
Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive
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Log into www.cisco.com and then access the tool at http://www.cisco.com/cisco/support/notifications.html
Document Conventions
This guide uses the following typographical conventions.
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Document conventions
Acronyms and Initialisms
The following acronyms and initialisms are used in this document.
ARM: Agent Reporting and Management
CSA: Cisco Security Agent
CTI: Computer Telephony Integration
EAAS: External Agent Assignment Service
ICM: Intelligent Contact Management
IPCC: Internet Protocol Contact Center
IPTA: ICM-picks-the-agent
JDBC: Java Database Connectivity
MR: Media Routing
MRD: Media Routing Domain
ODBC: Open Database Connectivity
PG: Peripheral Gateway
PIM: Peripheral Interface Manager
SNMP: Simple Network Management Protocol
Convention Indicates
Italic Emphasis.
Or the title of a published document.
Bold Labels of items on the user interface, such as buttons, boxes, and lists.
Or text that must be typed by the user.
Monospace
The name of a file or folder, a database table column or value, or a command.
Variable User-specific text; varies from one user or installation to another.