Installation Guide

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: IPCC1.5009
•
Agent
Default syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Agent.LastName + "."+
(Child)Agent.FirstName
Example: IPCC1.Smith.Jane
Fallback syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Agent.PeripheralNumber
Example: IPCC1.5011
What Is the Relationship between Unified ICME Parent Services and Unified CCE Child Call Types?
Most data entities on a Unified CCE child map to corresponding entities on the Unified ICME
parent, with one important exception: for reporting purposes, Call Types on the Unified CCE
child map to Services on the Unified ICME parent. That is, when autoconfiguration occurs, data
from the Call Type tables on the Unified CCE child populate the Service tables on the Unified
ICME parent.
Note: However, theUnified ICME parent will continue to process the Call Type data it owns
using the "traditional" method, that is, using it to populate Call Type tables for Call Types
configured on the Unified ICME parent.
About Call Types and Services
On both the Unified ICME parent and the Unified CCE child, Call Type is the first-level category
by which data is determined about the contact and a script is associated with the Call Type. On
the Unified CCE child, when a contact of a certain Call Type is received, the associated script
runs to determine the appropriate Skill Group to route the call to. However, on the Unified
ICME parent, when a contact of a certain Call Type is received, the associated script runs to
determine the appropriate Service to which to route the call.
The following figure illustrates this difference.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model