Installation Guide

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. Ensure that agent event detail is enabled on the IPCC Enterprise Gateway PG that is
configured to talk to the IPCC System PG on the Unified CCE child.
–
Mapping of Call Types and Services: The Call Types on the IPCC Enterprise child are
auto configured as Services on the Unified ICME parent. However Call Types are not
specific to peripherals, whereas, Services are. If you have an Unified CCE child that has
two IPCC System PGs (peripherals), ensure that you have not configured call types that
span these two peripherals. If you configure a Call Type that spans peripherals on the
Unified CCE child, these are configured as two services on the Unified ICME parent
system, one for each peripheral. Hence, a single call type on the Unified CCE child will
map to two different Services on the Unified ICME parent resulting in reporting differences.
Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model
This section provides information to help you understand the differences between the two levels
of reporting in IPCC Gateway deployments:
•
Reporting on the Enterprise level (Unified ICME parent).
•
Reporting on the ACD level (Unified CCX child).
The presence of an IPCC Express Gateway PG does not affect the reports on the ACD level;
you would run Unified CCX reports to monitor the state of the ACD (child) system.
However, to get enterprise-level reporting across Unified CCX children (ACDs) you need to
run Unified ICME reports at the Unified ICME parent.
Note: The data that the child system feeds to the parent through an IPCC Express Gateway PG
will not always correlate on both systems; this affects the reports on the Enterprise level.
The following table provides a brief outline of the reporting options on the parent and child
system for the IPCC Express Gateway deployment model.
Table 13: Reporting Options, IPCC Express Gateway Deployment Model
Child ReportingParent ReportingDeployment Model
Each Unified CCX child has
its own reporting components
The Unified ICME parent has
its own reporting components
Unified ICME parent / Unified
CCX child. It is possible to
(Historical Reports database,(HDS/AW/WebView). As withhave more than one child;
Historical Reporting Client).Unified ICME with TDMUnified ICME treats each child
Use Historical Reports in theACDs, use "ICM Template"as a separate ACD. However,
Historical Reporting Client
for local ACD reporting.
WebView reports on the Unified
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 CCX Child Deployment Model