Installation Guide

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. (This field is not exposed
to the customer in CRS Administration but is autogenerated and stored in the Unified CCX
database.)
•
Unified CCX CSQ Name maps to Unified ICME Peripheral Name.
•
The value in the Unified ICME Name field is a combination of the name of the peripheral
as it appears on the left pane of the Skill Group Explorer (_SG) and the Peripheral Number.
For example, if the name of the peripheral is ExpressPG and the Peripheral Number is 1,
then the Name is ExpressPG_SG_1.
When a Unified CCX Resource maps to a Unified ICME Agent, the following attributes are
passed:
•
The first part of a Unified CCX Resource Name maps to Unified ICME First Name.
•
The second part of a Unified CCX Resource Name maps to Unified ICME Last Name.
•
Unified CCX Resource ID maps to Unified ICME Login name.
•
The Unified ICME Password field will be blank.
•
Unified ICME Name field is a combination of the name of the peripheral as it appears on the
left pane of the Agent Explorer (_AG) and the Login name. For example, if the name of the
peripheral is ExpressPG and the Login name is agt99, then the Enterprise Name is
ExpressPG_AG_agt99.
Note: If the agent is assigned skills on Unified CCX, then the CSQ names corresponding to the
skills will be listed under Skill Group Members tab in the Unified ICME Agent Explorer.
Troubleshooting Reports in IPCC Gateway Deployments
This section provides help in correcting reporting problems specific to IPCC Gateway
deployments, only. It addresses issues with reports on the enterprise (parent) level.
For troubleshooting information specific to the ACD (child) level, see the following
documentation:
•
For deployments with an Unified CCE child, see the IPCC Enterprise Reporting Guide .
•
For deployments with a Unified CCX child, see the Cisco CRS Servicing and Troubleshooting
Guide.
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
Troubleshooting Reports in IPCC Gateway Deployments