Installation Guide

AgentState Value stored in
Agent_State_Trace Table on
Unified ICME Parent
Unified CCX Agent StateUnified ICME
Agent State
Unified ICME: 10No mapping availableCall Held
Unified CCX: Nothing passed
Unified ICME: 11No mapping availableActive
Unified ICME and Unified CCX:
Nothing passed
Unified ICME and Unified CCX:
12
HoldPaused
Unified ICME: 13No mapping availableInterrupted
Unified CCX: Nothing passed
Unified ICME: 14No mapping availableNot Active
Unified CCX: Nothing passed
What is the Relationship Between Unified CCX and Unified ICME Reporting Entities?
The following table shows the elements that are mapped between Unified CCX and Unified
ICME in an IPCC Gateway deployment:
Table 21: Relationship Between Reporting Entities
Unified ICME entityUnified CCX entity
ServiceApplication
Routing Device, Peripheral Monitor tableRoute Point (Trigger)
Skill GroupContact Service Queue (CSQ)
AgentResource
Mapping Details
When a Unified CCX Application maps to a Unified ICME Service, the following attributes
are passed:
•
Unified CCX Application ID maps to Unified ICME Peripheral Number.
•
Unified CCX Application Name maps to Unified ICME Peripheral Name.
•
Unified CCX Description maps to Unified ICME Description.
•
The value in the ICM Name field is a combination of the name of the peripheral as it appears
on the left pane of the Service Explorer (_SVC) and the Peripheral Number. For example, if
the name of the peripheral is ExpressPG and the Peripheral Number is 3, then the Name is
ExpressPG_SVC_3.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
82
Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCX Child Deployment Model