Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1) May 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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Table of Contents Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................
How to Configure the IPCC Express Gateway PG in Unified ICME....................................................36 How to Install the IPCC Express Gateway PG ....................................................................................38 IPCC Express Gateway PG Setup and Time Synchronization............................................................40 Autoconfiguration between Unified CCX and Unified ICME................................................................
List of Figures Figure 1: Unified ICME and PG Relationship................................................................................................................12 Figure 2: Parent and Child Relationship..........................................................................................................................13 Figure 3: Multiple ICM Parents with Single IPCC Enterprise child...............................................................................
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.
Preface Purpose This manual describes how to install, configure, and use the Cisco IPCC Gateway feature, which allows Cisco Unified Contact Center Enterprise (Unified CCE) or Cisco Unified Contact Center Express (Unified CCX) to appear as an ACD to Cisco Unified Intelligent Contact Management Enterprise (Unified ICME).
Preface Related Documentation Chapter 4, Understanding Reporting (page Describes Enterprise-wide reporting in IPCC 51) Gateway deployments. The Index helps you find information in this guide.
Preface Conventions You need the following documentation to help you understand enterprise-wide Reporting: • Reporting Guide for Cisco IPCC Enterprise & Hosted Editions • Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted Editions • Reporting Guide for Cisco Unified Intelligent Contact Management Enterprise and Hosted • Database Schema Handbook, Cisco ICM/IPCC Enterprise & Hosted Editions • WebView Installation and Administration Guide for Cisco Unified Contact Center Enterprise &
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Chapter 1 About IPCC Gateway This section introduces the IPCC Gateway feature, which allows Unified CCE or Unified CCX to appear as an ACD to Unified ICME.
Chapter 1: - About IPCC Gateway What is the Parent and Child Relationship? Figure 1: Unified ICME and PG Relationship IPCC Gateway PG provides all standard Peripheral Interface Manager (PIM) data and functionality including: • Call event notification • Agent State notification • Translation Routing • Pre- and Post-Routing Additionally, IPCC Gateway provides an autoconfiguration feature, which reduces the need for repeating configuration tasks between Unified CCX or Unified CCE and the Unified ICME systems
Chapter 1: About IPCC Gateway About Peripheral Gateways used. The child can receive calls routed from the parent but is not aware of any other peripherals attached to the parent. Figure 2 illustrates this relationship. Figure 2: Parent and Child Relationship Note: When deploying the IPCC Gateway with either a Unified CCE or Unified CCX child, it is best to get the child system working first before integrating it with the parent Unified ICME system.
Chapter 1: - About IPCC Gateway High Availability and Fault Tolerance in IPCC Gateway Deployments Before you can complete the installation of a Peripheral Gateway, you must create configuration records in the Unified ICME database. To create these configuration records you must have installed a CallRouter, a Logger, and an Admin Workstation on the Unified ICME parent system. See Also See Chapters 2 and 3 for additional information about deploying IPCC Gateway.
Chapter 1: About IPCC Gateway About IPCC Gateway Deployments Multiple Unified ICME (parents) with Single Unified CCE (child) The following figure shows a deployment where two customers (Customer 1 and Customer 2) each running their own Unified ICME parent, outsource calls to a provider site running Unified CCE with System PGs. The provider site has a Unified CCE installation with two IPCC System PGs that connect to their respective IPCC Enterprise Gateway PG for each ICM Enterprise parent.
Chapter 1: - About IPCC Gateway About IPCC Gateway Deployments Single Unified ICME Parent with Multiple Unified CCE Children This deployment shows a Unified ICME parent with two IPCC Enterprise Gateway PGs connected to two Unified CCE children with IPCC System PG systems. Note: The Unified CCE child systems could be branch offices or service bureaus.
Chapter 1: About IPCC Gateway About IPCC Gateway Deployments Note: • This deployment also allows an existing Unified ICME (parent) to coordinate the outsourcing of calls to a Service bureau (Provider sites shown in the figure). • Although not shown in the figure, this deployment could be expanded. Here are other options: – The deployment could also route unrelated calls between the two Provider sites from the PSTN network through its own Network Interface Controller (NIC).
Chapter 1: - About IPCC Gateway Routing in IPCC Gateway Deployments Some configuration settings are pulled from the Unified CCX and automatically configured in Unified ICME. Unlike Unified CCE deployments, there is no Side B IPCC Gateway in this system – if the Unified CCX system is deployed in a high availability (fault tolerant) model, only the active Unified CCX node is an active IPCC Gateway; all other PGs are also Side A PGs, but inactive.
Chapter 1: About IPCC Gateway Reporting in IPCC Gateway Deployments Item To Parent in Route Request To Child in Route Select To Parent from Call Data update and other events.
Chapter 1: - About IPCC Gateway Upgrading to Use an IPCC Gateway Solution Communications Manager 6.0(1), Cisco Customer Response Solutions (for Unified IP IVR) 5.0(1), Cisco Unified ICME 7.2(0), and one of the 7.2 desktops (CAD or CTI OS).
Chapter 2 Deploying IPCC Gateway with Unified CCE This section provides instructions for deploying the IPCC Gateway feature with Unified CCE.
Chapter 2: - Deploying IPCC Gateway with Unified CCE Deployment Overview In the Parent, you must: • Create the dialed number for the transfer CTI Route Point. • Put that dialed number into the Peripheral Monitor Table on the parent ICM. You must also build a call type and associated script to perform the post-route in the parent ICM.
Chapter 2: Deploying IPCC Gateway with Unified CCE Deployment Overview Figure 6: Example Parent ICM Call Flow Configuration Figure 7: Example Child ICM Call Flow Configuration Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.
Chapter 2: - Deploying IPCC Gateway with Unified CCE What You Need Before You Install What You Need Before You Install You need the following software so that the IPCC Enterprise Gateway feature can function: • Cisco Unified Communications Manager (Unified CM) • Cisco Customer Response Solutions (for Unified IP IVR) • Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) • Cisco Agent and Supervisor Desktops or Cisco CTI OS Desktop Note: For the Cisco Agent and Supervisor Desktops, be sure
Chapter 2: Deploying IPCC Gateway with Unified CCE Installation and Configuration Checklist Table 3: Installation and Configuration Checklist Task Description/Notes Reference 1. Install and configure the Unified CCE or System Unified CCE software. This includes the System PG. The process of doing this task involves installing Unified CM, Unified IP IVR, Unified ICME, and one of the desktops, either CAD or CTI OS.
Chapter 2: - Deploying IPCC Gateway with Unified CCE How to Configure the IPCC Enterprise Gateway PG Important Notes About System IPCC Deployment as a Unified CCE Child • You must enable the Unified CCE child System's Permit Application Routing check box for any route points that will post-route to the parent. • In the System IPCC deployment model, the parent IPCC Enterprise Gateway PG connects to the Agent/IVR Controller.
Chapter 2: Deploying IPCC Gateway with Unified CCE How to Configure the IPCC Enterprise Gateway PIM How to Configure the IPCC Enterprise Gateway PIM To configure the PIM, complete the following steps: 1. In the IPCC Enterprise Gateway Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. 2.
Chapter 2: - Deploying IPCC Gateway with Unified CCE Autoconfiguration with IPCC Enterprise Gateway Note: The Peripheral ID is for IPCC Enterprise. It is set based on your system configuration. Autoconfiguration with IPCC Enterprise Gateway For IPCC Gateway deployments with a Unified CCE child, Call Types are configured as Services. Autoconfiguration is enabled by default in the Peripheral tab of the PG Explorer. Autoconfiguration takes effect when the PG is started.
Chapter 2: Deploying IPCC Gateway with Unified CCE Routing for the IPCC Enterprise Gateway why an element could not be configured. The same is true for autoconfiguration with the IPCC Express Gateway. • Periodically, manually delete entries in the Service, Agent, and Skill Group tables that allow deletion. Items that do not allow deletion show a circle with a line through it next to them. Items can be deleted on the parent when they are deleted on the child.
Chapter 2: - Deploying IPCC Gateway with Unified CCE Troubleshooting in an IPCC Enterprise Gateway Deployment Figure 9: Unified CCE Routing Script Note: Scripting in an IPCC Gateway deployment is no different than scripting between Unified ICME and all other TDMs. Troubleshooting in an IPCC Enterprise Gateway Deployment This section provides help in diagnosing and correcting problems that occur in an IPCC Gateway deployment.
Chapter 2: Deploying IPCC Gateway with Unified CCE Troubleshooting in an IPCC Enterprise Gateway Deployment The "Media Termination Point Required" check box is used to indicate whether a media termination point (MTP) is to implement features that H.323 does not support (such as hold and transfer).
Chapter 2: - Deploying IPCC Gateway with Unified CCE Troubleshooting in an IPCC Enterprise Gateway Deployment None. Cause: The problem might be one of the following: • The Translation Route is not defined on the Unified ICME parent. • Route points for translation route targets are not defined on the Unified CCE child. • Route points are not defined in the Dialed Number Table of the child system.
Chapter 3 Deploying IPCC Gateway with Unified CCX This section provides instructions for deploying the IPCC Gateway feature with Unified CCX.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist Note: The IPCC Express Gateway PG software is located on the Unified ICME installation CD, but you must install that part of the Unified ICME on the same machine as the CRS software. You will find installation instructions for the PG software in "How to Install the IPCC Express PG" (page 34).
Chapter 3: Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist Task Description/Notes Reference 3b. For Cisco Unified CME, When setup launches, you are asked for the AXL userID Cisco CRS Administration Guide launch the setup wizard on and password (that you created on Unified CME). You CRS and go through the also need to enter the router IP address. setup for Unified CME. Configure CME Telephony Subsystem to enable interoperability with Unified CCX.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist Task Description/Notes Reference Note: • In an IPCC Express Gateway system the enterprise Expanded Call Context (ECC) variable must be defined in Unified CCX, Cisco Desktop Administrator (CDA), and Unified ICME. In addition, all ECC variable names should begin with the characters: user.(includes period). • For more information on ECC variables, see "Call Variables in IPCC Express Gateway" (page 45). 9.
Chapter 3: Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist Complete the following steps to configure the PG: 1. From the Configuration Manager, select Tools > Explorer Tools > PG Explorer. 2. In the Logical Controller tab in the Name field enter the name of the PG. 3. In the Client Type field select IPCC Express Gateway. 4. Click Save. In the bottom left pane of the PG Explorer the PG name appears. Also, additional tabs appear under the Logical Controller tab.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist The following figure shows the configured Routing client tab of the PG Explorer: Figure 11: Routing Client Tab Note: In the Advanced tab of the PG Explorer, be sure that Agent autoconfiguration is disabled so that the IPCC Express Gateway PG can function properly. How to Install the IPCC Express Gateway PG The IPCC Express Gateway PG must be installed on the same machine where you install Unified CCX.
Chapter 3: Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist To install the IPCC Express Gateway PG, complete the following steps: 1. Run setup.exe from the ICM installation CD. The Cisco ICM Setup dialog box appears. 2. Click Add under ICM Instances, and add an instance if one does not already exist. 3. Click Add under ICM components. The ICM Component Selection dialog box appears. 4. Select Peripheral Gateway. The Peripheral Gateway Properties dialog box appears. 5.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist Note: More detailed information is provided about installing and configuring PGs in the ICM Installation Guide for Cisco ICM Enterprise Edition. What is provided here is information particular to the IPCC Express Gateway PG. IPCC Express Gateway PG Setup and Time Synchronization The Disable ICM time synchronization checkbox in the MDS and DMP Properties dialog affects time synchronization between systems.
Chapter 3: Deploying IPCC Gateway with Unified CCX Installation and Configuration Checklist The following table shows the elements of Unified CCX that automatically get configured in Unified ICME. You make the configuration changes on the CRS Administration user interface. Table 5: Autoconfiguration Unified CCX Unified ICME Resource Agent. Note that the agent extension goes to the Station field of the Peripheral Monitor Table.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments For information about autoconfiguration maintenance, see the section "Autoconfiguration with IPCC Enterprise Gateway" (page 28). Figure 12: Skill Group Explorer with Red Circle Icon Autoconfiguration settings cannot be changed on Unified ICME. If you want to make a change to an agent, skill group, or service, you must do so on the child Unified CCX system using the CRS Administration web interface.
Chapter 3: Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments Pre-Routing Pre-routing is a Unified ICME routing concept that enables Unified ICME to execute routing business logic to select the site that the call should be sent to while the call is still in the network.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments Note: • Request Route Step will not allow modification of call data.
Chapter 3: Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments Scripting on the Unified CCX Child The CRS Editor contains three steps that specifically interface with IPCC Gateway: • Get Enterprise Call Info / Set Enterprise Call Info (Call Contact palette of CRS Editor). Use these steps to retrieve or send data from one part of your system to another.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments Every enterprise ECC variable must be defined on both sides of the system that sends and receives the variable data. In a Unified CCX system integrated with Unified ICME through the IPCC Gateway, the enterprise ECC variable must be defined both in Unified CCX, in Cisco Desktop Administrator (CDA), and also in Unified ICME (in the Expanded Call Variable List Tool in ICM Configuration Manager).
Chapter 3: Deploying IPCC Gateway with Unified CCX Routing in IPCC Express Gateway Deployments Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts. The Unified CCX steps, agent-based routing, and skill-based routing are also explained in that book as well as in Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference. Scripting on the Unified ICME Parent The script on the Unified ICME parent interacts with the IPCC Gateway PG.
Chapter 3: - Deploying IPCC Gateway with Unified CCX High Availability with IPCC Express Gateway High Availability with IPCC Express Gateway In high availability, there is a Side A PG installed on each of the two nodes of CRS. Only one of the servers, the Master, is active at a time. When the active side fails, the standby side starts up, but all the calls in queue are dropped and the now-active server and PGs go through a full re-initialization.
Chapter 3: Deploying IPCC Gateway with Unified CCX Troubleshooting in an IPCC Express Gateway Deployment The following describes IPCC Gateway PG recovery in three different failure scenarios: • IPCC Gateway PG Fails/CRS Server Active. If a software problem causes IPCC Gateway PG failure, Unified ICME Node Manager restarts the IPCC Gateway PG. There is no fault tolerance at the Unified ICME level; all call and agent state changes that occur while the PG is inactive will be lost to Unified ICME.
Chapter 3: - Deploying IPCC Gateway with Unified CCX Troubleshooting in an IPCC Express Gateway Deployment VoIP Monitor Subsystem on Unified CCX in partial service Symptom: The VoIP Monitor Subsystem remains in partial service, even after restarting the CRS Engine and rebooting the machine. Message: None. Cause: The IPCC Express Gateway PG is installed on the CRS Server. As part of the installation process, the CRS Server is added to Unified ICME’s Active Directory Domain.
Chapter 4 Understanding Reporting in an IPCC Gateway Deployment This section describes reporting in an IPCC Gateway deployment—a deployment in which a Unified CCX or a Unified CCE functions as an ACD child with respect to a Unified ICME parent. For complete details on ACD-level reporting on Unified CCE, refer to the IPCC Enterprise Reporting Guide. Similarly, for complete details on ACD-level reporting on Unified CCX, refer to the Cisco CRS Historical Reporting Administrator and Developer Guide.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Unified ICME Reporting The Reporting Guide for Cisco Unified ICM Enterprise & Hosted explains the components that make up the Unified ICME architecture and how those components affect reporting. The Reporting Guide for Cisco Unified ICM Enterprise & Hosted also explains reporting concepts and the real-time and historical data that populate reports.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Unified ICME Reporting Call Type Reports Reports generated from most categories operate as describe in the Reporting Guide for Cisco Unified ICME and the WebView On-line Help. One exception is Call Type Reports, which have a different behavior as described in this section. A call type is a category of incoming routable tasks.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Unified ICME Reporting Network Queuing and Reporting The existence of a network VRU in a Unified ICME or a Unified CCE deployment affects Unified ICME/Unified CCE Call Type and Skill Group reporting. How a call is sent to the VRU does not affect reporting; that is, it does not matter if the ICM script used a Send To VRU node or a Translation Route To VRU node.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Unified ICME Reporting determine the number of calls that were abandoned while in self service, nor the number of calls that were abandoned after they leave the VRU and before an agent answers them. The Call Type answered metrics are always zero. The Call Type Service Level metrics are meaningless and can be ignored.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Unified ICME Reporting The following table shows the fields (by metric category) in the Call_Type_Half_Hour table that affect reporting metrics: Table 7: Call_Type_Half_Hour Table and Reporting Metrics Queued Metrics At VRU Metrics/ Answered Metrics Service Level Metrics Abandoned Metrics AvgRouterDelayQToHalf At VRU: ServiceLevelAbandHalf AbandInterval1 AbandInterval10 CallsQHandledToHalf CTVRUTimeToHalf ServiceLev
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Table 8: Skill_Group_Real_Time Table and Reporting Metrics Queued Metrics At VRU Metrics/ Answered Metrics Service Level Metrics Abandoned Metrics CallsQueuedNow At VRU: ServiceLevelTo5 RouterCallsAbandQTo5 LongestCallQ None.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model under different deployment models used for Unified CCE. A Unified CCE with IPCC System PG is the only supported deployment model for the IPCC Gateway feature. The presence of an IPCC Enterprise Gateway PG does not affect the reports on the ACD level; you would run Unified CCE reports on the child to monitor the state of the ACD (child) system.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Deployment Model Parent Reporting Child Reporting Caveats A Unified ICME parent deployed with a Unified CCE child with System PG, TDM ACD through respective ACD PG, and a Unified CCX at the same time. ICM Enterprise parent has its own reporting components (WebView).
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Fallback syntax (over 32 characters): (Parent)Peripheral.EnterpriseName+"." +(Child)Skill_Group.PeripheralNumber Example: IPCC1.5001 • Service Default syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Call_Type.Name Example: IPCC1.TECH_SUPPORT_CT Fallback syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Call_Type.CallTypeID Example: IPCC1.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Figure 20: Child Skill Group/Parent Service On the Unified ICME parent, a Service is a particular type of processing that a customer requires. For example, a peripheral might have services defined for Sales, Technical Support, or New Accounts. Each service has one or more Skill Groups whose members provide the service.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Figure 21: Data Mapping Between Unified CCE child and Unified ICME parent In the figure: 1. On the child, the record in the Call_Type_Half_Hour table you are interested in has a CallTypeID value of 5000. 2. On the parent, you would search the Service table for a Service with a PeripheralNumber field that matches the CallTypeID on the child (5000). 3.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Note: • Data fields that are not listed in these tables are either not mappable (that is, although they might be populated on a parent system, they have no corresponding value on the child system) or not available (that is, they are null or zero on the parent.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Parent: Service_Real_Time Child: Call_Type_Real_Time Comments CallsAbandQTo5 RouterCallsAbandQTo5 See Note 1. CallsAbandQToday RouterCallsAbandQToday See Note 1.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Note: For a detailed discussion about service level data, see the IPCC Enterprise Reporting Guide. • In a Unified ICME parent, service level data is only collected and reported in Service database tables and reports. Note: For information about the available Unified ICME Service reports, see the WebView online help.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model Note: For more information, see "About Service Levels on the Unified CCE Child and Unified ICME Parent". • Differences in configuration of parent and child systems. Although IPCC Gateway minimizes this issue due to auto configuration, discrepancies between Unified CCE child and Unified ICME parent configurations can lead to reporting discrepancies.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model a. Configure the Not Ready reason codes in the ICM Configuration tool. Enter the numeric and text value for each reason code. For example, if you want Not Ready reason code 1 to equal Break, enter 1 for the Reason Code and Break for Reason Code Text. These codes need to match and must be identical as configured on the Unified CCE child system. b.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Deployment Model Parent Reporting Child Reporting each Unified CCX child can ICME parent WebView for have only one Unified ICME enterprise-wide reporting. instance.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX-related data appearing in Unified ICME parent database tables and WebView reports will not be identical to the data appearing in the Unified CCX child database and Historical Client Reports.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model objects, a Unified CCX Service Level report is not comparable to a Unified ICME Service Level report . 4. Time in Reason Code. One Unified CCX agent report shows time in reason code 0-9 on separate lines. Unified CCX reports display up to eight Not Ready reason codes in separate columns. The other reason codes are displayed as a lump sum.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Unified CCX Report Definition Unified ICME Database Similar Concept(s) Comment(s) Application Report Concept Summary Report.) reaches the workflow step that For example, CallsHandledToHalf field counts defines the call as handled, or the number of tasks that finished during the when it is handled by an agent. half-hour interval.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Unified CCX Report Definition Unified ICME Database Similar Concept(s) Comment(s) Application Report Concept were determined to be closed following an interruption in data during the half hour interval.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Unified CCX Report Definition Unified ICME Database Similar Concept(s) Comment(s) Application Report Concept AnswerWaitTimeToHalf /Service_Half_Hour. CallsAnsweredToHalf. Average Talk Time (Found on Application Summary Report.) Average talk time for calls connected to agents.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Application Unified CCX Report Report Definition Unified ICME Database Similar Concept(s) (Found on Agent Summary Report.) Agent_Skill_Group_ Half_Hour.CallsHandledToHalf - Comment(s) The number of inbound ACD calls that have been answered and have completed wrap-up by agents in the skill group during the half-hour interval.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Application Unified CCX Report Report Definition Unified ICME Database Similar Concept(s) Comment(s) The number of seconds an agent associated with this skill group spent talking on external outbound or consultive transfer calls during the half-hour interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Application Unified CCX Report Report Definition Unified ICME Database Similar Concept(s) Comment(s) Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the half-hour interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Table 19: Measuring Skill Group Performance: IPCC Express CSQ Call Counts and Durations Unified CCX Application Report Unified CCX Report Definition Unified ICME Database Similar Concept(s) Comment(s) Calls Presented Number of calls routed The closest term is CallsOfferedToHalf, which is the Timing to CSQ, whether or not number of calls received by
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX Application Report Average Speed to Answer Unified CCX Report Definition For each contact service queue, the average speed of answer for calls (Found on CSQ Activity handled. Calculated as Report.) follows: (total queue time + total ring time) / calls handled.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model The two systems count the events in different ways: Unified CCX counts Offered, RONA, Answered, and Handled in the 7:30:00-8:00 interval. ICM counts Offered in the 7:30-8:00 interval, RONA and Answered in the 8:00-8:30 interval, and Handled in the 8:30-9:00 interval.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model counts in summary tables for different time intervals and accesses these up to date values when compiling data for WebView reports. • Timing differences. Time differences between Unified ICME parent and Unified CCX child can also result in differences in data at the parent and child reports.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified CCX does not have as many agent state options available as Unified ICME. In addition, some similarly named agent states do not have the same definition on both the child and parent systems. The following table describes agent states available in Unified ICME and Unified CCX.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model Unified ICME Agent State Unified CCX Agent State AgentState Value stored in Agent_State_Trace Table on Unified ICME Parent Call Held No mapping available Unified ICME: 10 Unified CCX: Nothing passed Active No mapping available Unified ICME: 11 Unified ICME and Unified CCX: Nothing passed Paused Hold Unified ICME and Unified CCX: 12 Interrup
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments When a Unified CCX Route Point maps to a Unified ICME Routing Device, there are no additional attributes mapped. When a Unified CCX Contact Service Queue (CSQ) maps to a Unified ICME Skill Group, the following attributes are passed: • Unified CCX CSQ ID maps to Unified ICME Peripheral Number.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments Double counting in a Unified CCX Deployment Symptom: A call is placed to a route point, a script executes the Call Redirect step, and sends the call to another route point. The report, instead of showing one inbound call, displays two separate inbound calls. Message: None. However, the report will show two calls with the same sessionID but two sessionSeqNums.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments Some columns in a report display no data. Message: None. Cause: IPCC Gateway does not populate all PG-related fields in the Unified ICME database schema. Since data is not recorded in these database fields, some columns in reports will be empty.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments The call types in the Unified CCE child get autoconfigured as services on the Unified ICME parent. The Unified CCE child resets the service level timer every time call type changes. This behavior is not the same for services in the Unified ICME parent. Action: None.
Chapter 4: Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments In the ICM PG Explorer Agent Distribution tab, enable agent reporting. Unexpected Call Disposition data in Termination Call Detail Records Symptom: A Termination Call Detail (TCD) record contains data that does not accurately reflect a call disposition, for instance, showing a call as abandoned when it was, in fact, answered. Message: None.
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.
Index similarities, Unified CCE child/Unified ICME Parent....62 Index similarities, Unified CCX child/Unified ICME Parent....68 agent performance measuring on Unified CCX child/Unified ICME parent....73 deploying IPCC Enterprise Gateway....21 IPCC Express Gateway....33 agent states Unified CCX child/Unified ICME parent....80 deployment models audience....1 IPCC Gateway wtih IPCC Express Gateway PG....17 autoconfiguration Multiple Unified ICME (parents) with Single Unified CCE (child)....
Index Events are coming across but no statistics are showoing up....32 Post-routing from child system does not work....31 Translation routing does not work....31 IPCC Express Gateway problems an application or agent does not appear on ICM after being recreated on IPCC Express....49 VoIP Monitor subsystem on Unified CCX in partial service....50 IPCC Gateway feature overview....11 with Unified CCE....11 with Unified CCX....11 IPCC Gateway PG ECC variables....36 failover on Unified CCX....
Index in IPCC Gateway deployments....18 post-routing with Unified CCX....43 pre-routing with Unified CCX....43 translation routing with Unified CCX....44 with Unified CCE....29 scripting reports....83 Unified CCE child System IPCC....26 Unified Communications Manager installation and configuration....34 Unified Communications Manager Express call variables....45 installation and configuration....34 ECC variables....45 upgrading on Unified CCX child....45 to use an IPCC Gateway solution....
