User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Central Controller
- Figure 2 : Peripheral and Peripheral Gateway
- Figure 3 : Administrative Workstation
- Figure 4 : WebView Server
- Figure 5 : Diagram of System Components
- Figure 6 : ICM Data Environment
- Figure 7 : Real-Time Data Moves to AW Local Database
- Figure 8 : Icons for Graphs and Tables
- Figure 9 : Deployment with Enterprise Routing
- Figure 10 : Sample Script for Enterprise Routing
- Figure 11 : Script Example for Agent Level Routing
- Figure 12 : Sample Script for Hybrid Routing
- Figure 13 : Agent State and Task State Relationship
- Figure 14 : Sample Routing Script for Information Gathering and Queuing
- Figure 15 : Call Type Data for Calls that Abandon after Call Type is Changed
- Figure 16 : Call Type Data for Calls that Abandon before Call Type is Changed
- Figure 17 : MultiChannel Options
- Figure 18 : Agent State Hierarchy
- Figure 19 : Call Abandoned While On Hold Scenario
- Preface
- Chapter 1: System Architecture and Reporting
- Chapter 2: Understanding Reporting
- Chapter 3: Understanding Routing and Queuing
- Chapter 4: Planning for Reporting
- Planning for Reporting at Unified ICM Setup
- Planning for Your Deployment
- Planning for Configuration and Scripting
- Planning for Agent Reporting
- Planning for Call Types
- Planning for Custom Reporting
- Planning for the HDS
- Planning for Enterprise Routing and Enterprise Reporting
- Planning for Service and Enterprise Service Reporting
- Planning for Service Level
- Planning for Short Calls
- Planning for Skill Groups and Enterprise Skill Groups
- Planning for Transfer and Conference Reporting
- Planning for Translation Routing
- Planning for Unexpected Scripting Conditions
- Planning for VRU Application Reporting
- Chapter 5: Reporting on Agents
- What Agent Data do you Want to See?
- Reporting on Agent Activity in Skill Groups
- Reporting on Agent States
- Reporting on Average Speed of Answer for Agents and Skill Groups
- Reporting on Agent Logout Reason Codes
- Reporting on Agent Not Ready Reason Codes
- Reporting on Agent Task Handling
- Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
- Reporting on Agent Redirection on No Answer
- Reporting on Agent Call Transfers and Conferences
- Reporting on Agent Teams
- Chapter 6: Reporting on Customer Experience
- Chapter 7: Reporting on Operations
- Chapter 8: Reporting in a MultiChannel Environment
- Chapter 9: Sample Call Scenario
- Chapter 10: Reporting Implications of Data Loss and Component Failover
- Chapter 11: Troubleshooting Report Data
- Appendix A: List of All Unified ICM Report Templates
- Appendix B: Reporting Entities and Databases
- Appendix C: Configuration and Scripting for Reporting
- Configuration for Agent Reporting
- Configuring Call Types
- Configuration and Scripting for Conferences and Transfers
- Configuring Services and Enterprise Services
- Configuring and Scripting for Service Level Threshold and Type
- Configuring Short Calls
- Configuring Skill Groups and Enterprise Skill Groups
- Configuration and Scripting for the VRU
- Configuring Translation Routes
- Index
Table 21: Agent State Before and After Peripheral Gateway/CTI Manager Service Fail-over
Agent State after Fail-overAgent State at Fail-Over
AvailableAvailable
Not ReadyNot Ready
Available, if in Available state before the call. Otherwise,
the agent reverts to Not Ready.
Wrap-up
Agent Desktop/CTI OS Server Fail-over
If the agent desktop (CTI OS or Cisco Agent Desktop) shuts down or loses communication with
CTI OS Server, or if the CTI OS Server shuts down, the agent is logged out of all Media Routing
Domains supported by the peripheral that has lost communication with Unified ICM software.
The agent is logged in again automatically when one of the following occurs:
•
The agent desktop comes back up or resumes communication with CTI OS Server
•
The agent is connected to the backup CTI OS server
The agent Media Logout Status reports for the agent, agent skill group, agent team, and agent
peripheral show a logout reason code of 50002.
The state to which the agent reverts after fail-over depends on the agent's state when the fail-over
occurred, as described in the following table.
Table 22: Agent State Before and After Agent Desktop/CTI OS Server Fail-over
Agent State after Fail-overAgent State at Fail-Over
AvailableAvailable
Not ReadyNot Ready
AvailableReserved
Available, if in Available state before the call. Otherwise,
the agent reverts to Not Ready.
Wrap-up
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
149
Chapter 10: Reporting Implications of Data Loss and Component Failover
Other Possible Points of Failover