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
Application Instance/MR PG Fail-over
If the connection between the Application Instance and MR PG shuts down or either component
shuts down, the Central Controller discards all pending NEW_TASK requests received from
the application.
The Application Instance waits for the connection to be restored and continues to send messages
regarding existing tasks and new tasks assigned by the Application Instance to the Agent PG
CTI server. When the connection, MR PIM, or Application Instance is restored, the Application
Instance resends any pending NEW_TASK requests for which it has not received a response
from the Central Controller. The tasks that are assigned to the agent by the Application Instance
while the connection is down and completed before the connection is restored do not appear in
WebView reports.
Note: If the Application Instance shuts down, this also affects Agent PG CTI server connections.
If the connection between the MR PIM and the Central Controller shuts down or the Central
Controller shuts down, the MR PIM sends a ROUTING_DISABLED message to the Application
Instance that causes the Application Instance to stop sending routing requests to the Central
Controller.
Any request sent while the connection is down is rejected with a NEW_TASK_FAILURE
message. The Application Instance continues to send messages regarding existing tasks and
new tasks assigned by the Application Instance to the Agent PG CTI server.
When the connection or Central Controller is restored, the MR PIM sends the Application
Instance a ROUTING_ENABLED message that causes the Application Instance to start sending
routing requests to the Central Controller again. The tasks that are assigned to the agent by the
Application Instance while the connection is down and completed before the connection is
restored do not appear in reports. If the connection between the Central Controller and the MR
PG fails, the Router deletes all pending new tasks. When the connection is restored, the
application connected to MR PG will resubmit all the tasks.
Note: If the Central Controller shuts down, this also affects the application instance/ Agent PG
CTI server interface.
Application Instance/Agent PG CTI Server/ PIM Fail-over
If the connection between the Application Instance and Agent PG CTI server shuts down or
either component shuts down, agents stay logged in. Tasks remain for a time, based on the task
life attribute of the MRD. If the task life expires while the connection is down, tasks are
terminated with the disposition code of 42 (DBCD_APPLICATION_PATH_WENT_DOWN).
Note: For the E-Mail MRD, agents are not logged out automatically when the Agent PG CTI
server or connection to CTI server shuts down. Instead the E-Mail Manager continues to record
agent state and assign tasks to agents. When the connection is restored, the E-Mail Manager
sends the updated agent state information on the peripherals serviced by the Agent PG CTI
server to the CTI server, which sends the information to Unified ICM software. The software
attempts to recreate historical data and corrects current agent state. If the connection or Agent
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Chapter 10: Reporting Implications of Data Loss and Component Failover
Other Possible Points of Failover