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
These processes are detailed in the next few pages.
PG Processes
Four processes on the Peripheral Gateway are critical to reporting: the Peripheral Interface
Manager (PIM), the Message Delivery System (MDS), the Open Peripheral Controller (OPC),
and the Peripheral Gateway Agent process (PG Agent).
Peripheral Interface Manager
The Peripheral Interface Manager (PIM) manages communication between the PG and the
peripherals themselves (ACDs, IVRs). The PIM’ s main function is to convert peripheral-specific
events and requests to an Unified ICM-compatible peripheral data stream.
The PIM supplies the Open Peripheral Controller (OPC) with Computer-Supported Telephony
Application (CSTA) call event reporting messages. These messages form the basis of real-time
monitoring and historical reporting. The OPC process receives the CSTA messages from the
PIM and uses them to construct the actual real-time and historical routing and reporting data.
Message Delivery Service
The Message Delivery Service (MDS) manages all data flow between the Unified ICM processes
within the PG. The MDS notifies connected processes of errors detected during a data flow
request. In addition, it plays a key role in keeping duplexed components (such as Loggers)
synchronized.
Open Peripheral Controller
The Open Peripheral Controller (OPC) is the process that takes real-time data and events from
the PIM and presents these data to the Router. The OPC process forms the database objects the
Router needs to route calls and monitor real-time activity on the peripheral. These include call
objects, agent objects, Service objects, Peripheral device objects, routing objects, and skill
groups.
To interface with the PIM, OPC uses the OPC Interface. The OPC Interface provides a standard
communication interface between OPC and the various types of PIMs.
The OPC process outputs the data it receives from the PIM in the form of OPC Interface (OPCI)
messages, which OPC uses to track the state transition of monitored calls and agents. The OPCI
messages are based on ECMA Standard Protocol for Computer-Supported Telephony Application
(CSTA). They also include additional components and interfaces to support real-time data feeds
or other call control interfaces needed for an ACD.
PG Agent
The PG Agent process is responsible for controlling the flow of OPI messages from OPC to the
CallRouter. It manages all message traffic between the Peripheral Gateway and the Agent
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 1: System Architecture and Reporting
Peripherals and Peripheral Gateways