Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0) M a r c h 2006 Corporate 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 ....................................................................................................................................................
Pre-Routing..........................................................................................................................................35 Post-Routing........................................................................................................................................36 Translation Routing..............................................................................................................................37 Scripting on the IPCC Express Child..........................
List of Figures Figure 1: ICM and PG Relationship................................................................................................................................10 Figure 2: Parent and Child Relationship..........................................................................................................................11 Figure 3: Multiple ICM Parent with Single IPCC Enterprise child.................................................................................
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.
Preface Purpose Preface Purpose This manual describes how to install, configure, and use the Cisco IPCC Gateway feature, which allows Cisco IPCC Enterprise or Cisco IPCC Express to appear as an ACD to Cisco ICM software. Audience This document is intended for contact center system administrators, supervisors, and managers who are responsible for deploying the IPCC Gateway software with IPCC Express or ICM/IPCC Enterprise software.
Preface Related Documentation Related Documentation You need the following documentation when deploying IPCC Gateway with IPCC Express: • Getting Started with Cisco IPCC Express • Cisco CRS Installation Guide • Cisco CRS Administration Guide • Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts, and Volume 2, Editor Step Reference • Cisco CAD Installation Guide • Cisco Desktop Administrator User's Guide You need the following documentation when deploying IPCC Gateway with ICM
Preface Obtaining Documentation You need the following documentation to help you understand enterprise-wide Reporting: • IPCC Enterprise Reporting Guide • Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted Editions • Database Schema for Cisco ICM/IPCC Enterprise & Hosted Editions • WebView Installation and Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions • WebView On-line Help and WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions • Ci
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Preface Cisco Product Security Overview Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA 95134-9883 We appreciate your comments. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: http:// www.cisco.com/en/US/products/products_security_vulnerability_policy.html From this site, you can perform these tasks: • Report security vulnerabilities in Cisco products.
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Preface Obtaining Additional Publications and Information http://www.cisco.com/techsupport/servicerequest For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.
Preface Obtaining Additional Publications and Information http://www.cisco.com/go/marketplace/ • Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: http://www.ciscopress.com • Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments.
Chapter 1 About IPCC Gateway This section introduces the IPCC Gateway feature, which allows Cisco IPCC Enterprise or Cisco IPCC Express to appear as an ACD to Cisco ICM software.
About IPCC Gateway What is the Parent and Child Relationship? Figure 1: ICM 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 IPCC Express or IPCC Enterprise and the ICM systems.
About IPCC Gateway About Peripheral Gateways is 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 an IPCC Enterprise or IPCC Express child, it is best to get the child system working first before integrating it with the parent ICM system.
About IPCC Gateway High Availability and Fault Tolerance in IPCC Gateway Deployments See Also See Chapters 2 and 3 for additional information about deploying IPCC Gateway. High Availability and Fault Tolerance in IPCC Gateway Deployments This section describes how IPCC Gateway deployments accommodate failover.
About IPCC Gateway About IPCC Gateway Deployments Enterprise parent. The two IPCC Gateway PGs enforce a security in that the information of one customer is not seen by the other and vice versa. The deployment also shows that each customer provides call treatment (prompting) and queuing using Customer Voice Portal (CVP), shown for each customer, before routing calls to the Provider site. The provider site also has the ability to queue calls using IP IVR that is shown connected to the IPCC System PG.
About IPCC Gateway About IPCC Gateway Deployments doing network queuing from the ICM Enterprise parent. This deployment also provides the ability for each child IPCC Enterprise to route calls incoming to those sites through Voice Gateways (not shown in the figure) that are not related to the parent ICM, thus ensuring that call center operations continue if the WAN connection is not reliable. It also accommodates the phasing-in of IPCC Enterprise deployments alongside TDM ACDs.
About IPCC Gateway Routing in IPCC Gateway Deployments – You could increase IPCC Enterprise capacity by adding more children to the parent system. IPCC Gateway using IPCC Express Gateway PG The following figure shows a deployment model that allows IPCC Express to participate in an enterprise routing environment with ICM software. Figure 5: IPCC Gateway with IPCC Express Gateway PG with ICM Parent The IPCC Express appears as an ACD to the ICM Enterprise parent (Router and Logger).
About IPCC Gateway Reporting in IPCC Gateway Deployments Before you can route calls, you must create scripts on the child and the parent. For information about routing and scripting see the deployment chapter (Chapter 2 or 3) for your specific solution.
About IPCC Gateway Upgrading to Use an IPCC Gateway Solution Similarly, if you want to upgrade to use IPCC Gateway with IPCC Express, you would need the same applications, but when installing Cisco CRS, you would choose IPCC Express as the product instead of IP IVR, and you need Cisco Agent Desktop 6.1. (See Chapter 3, Deploying IPCC Gateway with IPCC Express (page 27) for more information.) Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.
About IPCC Gateway Upgrading to Use an IPCC Gateway Solution Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.
Chapter 2 Deploying IPCC Gateway with IPCC Enterprise This section provides instructions for deploying the IPCC Gateway feature with IPCC Enterprise.
Deploying IPCC Gateway with IPCC Enterprise Installation and Configuration Checklist IPCC Enterprise Child Information Agent None needed. If configuration is desired it is entered in Agent configuration and agent peripheral number is needed.
Deploying IPCC Gateway with IPCC Enterprise How to Configure the IPCC Enterprise Gateway PG Task Description/Notes Reference Note: In the Advanced tab of the PG Explorer, ensure that Agent autoconfiguration is disabled in order for the IPCC Enterprise Gateway PG to function properly. 4. Create a script on the parent This script will interact with the IPCC Enterprise For general information about ICM Enterprise system. Gateway.
Deploying IPCC Gateway with IPCC Enterprise 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.
Deploying IPCC Gateway with IPCC Enterprise Autoconfiguration with IPCC Enterprise Gateway Note: Autoconfiguration-like entities are configured on the parent for Agent, Skill Group, but not for Call Type (child) and Service (parent). Default skill groups on the child, which are non-viewable, get created as real skill groups on the parent. Note that activity done in the default skill group on the child will show up in these real skill groups on the parent. Configure Service members on the parent.
Deploying IPCC Gateway with IPCC Enterprise Routing for the IPCC Enterprise Gateway Routing for the IPCC Enterprise Gateway The script on the ICM Enterprise parent interacts with the IPCC Gateway. For information about scripting for IPCC Enterprise, see the ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise and Hosted Editions.
Deploying IPCC Gateway with IPCC Enterprise Troubleshooting in an IPCC Enterprise Gateway Deployment Message: None. Cause: The problem might be one of the following: • Route point is not configured in the ICM Enterprise parent Peripheral Monitor table. • The child system does not have a dialed number configured. • The Application Routing Permitted check box is not checked in the child system dialed number configuration.
Deploying IPCC Gateway with IPCC Enterprise Troubleshooting in an IPCC Enterprise Gateway Deployment defined in the child system's Dialed Number Table and that the Application Routing Permitted check box is checked. Events are coming across but no statistics are showing up Symptom: Although events are happening, no statistics are available. Message: None. Cause: A possible cause for this problem is that the peripheral ID of the parent system does not match the peripheral ID of the child system.
Chapter 3 Deploying IPCC Gateway with IPCC Express This section provides instructions for deploying the IPCC Gateway feature with IPCC Express.
Deploying IPCC Gateway with IPCC Express Installation and Configuration Checklist Installation and Configuration Checklist This section lists the installation and configuration tasks for deploying IPCC Gateway with IPCC Express. Note: For high availability in an IPCC Express Gateway deployment, you must install IPCC Express and the IPCC Express Gateway PG on two nodes of CRS (master and standby). Installation and Configuration Checklist Task Description/Notes Reference 1.
Deploying IPCC Gateway with IPCC Express Installation and Configuration Checklist Task Description/Notes Reference 7. Install the Gateway PG The PG software is on the ICM installation CD. software on the same Warning! In the MDS and DMP Properties dialog machine where you installed IPCC Express. box, make sure that the Disable ICM time synchronization checkbox is checked (the default). For more information, see "IPCC Express Gateway PG Setup and Time Synchronization" (page 33).
Deploying IPCC Gateway with IPCC Express 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.
Deploying IPCC Gateway with IPCC Express Installation and Configuration Checklist The following figure shows the configured Routing client tab of the PG Explorer: Figure 8: Routing Client Tab Note: In the Advanced tab of the PG Explorer be sure that Agent autoconfiguration is disabled in order for the IPCC Express Gateway PG to 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 IPCC Express.
Deploying IPCC Gateway with IPCC Express 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.
Deploying IPCC Gateway with IPCC Express 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.
Deploying IPCC Gateway with IPCC Express Installation and Configuration Checklist The following table shows the elements of IPCC Express that automatically get configured in the ICM software. You make the configuration changes on the CRS Administration user interface. Autoconfiguration IPCC Express ICM Software Resource Agent. Note that the agent extension goes to the Station field of the Peripheral Monitor Table.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments For information about autoconfiguration maintenance, see the section "Autoconfiguration with IPCC Enterprise Gateway" (page 22). Figure 9: Skill Group Explorer wtih Red Circle Icon Autoconfiguration settings cannot be changed on ICM software. If you want to make a change to an agent, skill group, or service, you must do so on the child IPCC Express system using the CRS Administration web interface.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments As IPCC Express integrates with the ICM Enterprise parent as an ACD, ICM receives a continuous feed of calls and agent state information from IPCC Express via the IPCC Express Gateway PG, and thus ICM knows about the number of agents available in different CSQs on all connected IPCC Express child systems.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments Translation Routing Translation routing is another ICM routing concept which enables passing the call variables along with a call in case the call is routed from one peripheral to another (one IPCC Express child to another in this deployment model). For sending call from one IPCC Express to another IPCC Express (or IPCC Enterprise), an inter-cluster trunk must be set up between the two CallManagers on each site.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments the call gets connected to an agent, so place this step in the script before the Request Route or Select Resource Step. • Request Route (IPCC Express palette). Use the Request Route step to request a call routing label from Cisco ICM software. An IPCC Express script can then use that label to process the call further.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments • For more information about defining Call Variables/Expanded Call Variables in IPCC Express, see Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts, and Volume 2, Editor Step Reference. For more information about defining Call Variables/Expanded Call Variables in ICM, see Scripting and Media Routing Guide for ICM/IPCC Enterprise and Hosted Editions.
Deploying IPCC Gateway with IPCC Express Routing in IPCC Express Gateway Deployments Scripting on the ICM Enterprise Parent The script on the ICM Enterprise parent interacts with the IPCC Gateway PG. The following figure shows an ICM Enterprise parent script that selects Ready resource from skill group and returns a CSQ label. Figure 12: ICM Routing Script The following figure shows a Skill Group Explorer configuration that returns a CSQ label.
Deploying IPCC Gateway with IPCC Express 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.
Deploying IPCC Gateway with IPCC Express 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, ICM Node Manager restarts the IPCC Gateway PG. There is no fault tolerance at the ICM level; all call and agent state changes that occur while the PG is inactive will be lost to the ICM.
Deploying IPCC Gateway with IPCC Express Troubleshooting in an IPCC Express Gateway Deployment VoIP Monitor Subsystem on IPCC Express 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 the ICM’s Active Directory Domain.
Deploying IPCC Gateway with IPCC Express Troubleshooting in an IPCC Express Gateway Deployment Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.
Chapter 4 Understanding Reporting in an IPCC Gateway Deployment This section describes reporting in an IPCC Gateway deployment—a deployment in which an IPCC Express or an IPCC Enterprise functions as an ACD child with respect to an ICM Enterprise parent. For complete details on ACD-level reporting on IPCC Enterprise, refer to the IPCC Enterprise Reporting Guide.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting This section provides an overview of ICM Reporting Architecture at the ICM Enterprise parent and how regional and call center managers can use reporting capabilities in the ICM Enterprise parent for enterprise wide reporting.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting Each call center peripheral requires a connection to a Peripheral Gateway, and ICM software has unique Peripheral Gateways for each device it supports. For example, each of the supported TDM ACDs has its own PG. IPCC Gateway is the PG ICM software uses to connect to IPCC Enterprise (with IPCC System PG) and IPCC Express.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting from the half-hour table (for example, CallsOfferedHalf) is summed into the Today table. At midnight, the real-time Today count is cleared in the database. Historical Half-Hour Data (ToHalf) Every 30 minutes, the ICM sends a summary of performance data to the central database. This data is stored in tables with the extension “ToHalf” (for example, Skill_Group_Half_Hour.CallsHandledToHalf).
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting In general, half-hour boundary issues are reduced if you run daily reports. However, if your contact center runs 24 hours a day, you might still notice half-hour discrepancies for the 23:30:00 to 23:59:59 and 00:00:00 to 00:29:59 intervals.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting To measure performance of: • Individual agents, use Agent > By Agent report categories. • Agents who reside on a particular peripheral, use Agent > By Peripheral report category. • Agents who work within a particular Skill Group, use Agent > By Skill Group Category. • Agents assigned to a particular team, use Agent > By Team category.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting To measure performance of: • Individual Peripheral Services, such as Sales or Technical Support Services, at a local peripheral, use Services > By Peripheral report categories. • Similar to Enterprise Skill Groups discussed earlier, in ICM software, you can define and report on Enterprise Services. An Enterprise Service is a collection of services from several ICM peripherals.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting Note: To determine which specific Call Type reports are applicable at the ICM Enterprise parent, refer to the WebView On-line Help associated with each individual ICM Template available in WebView under the Call Type Report category.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting Network Queuing and Reporting The existence of a network VRU in an ICM or an IPCC Enterprise deployment affects ICM/IPCC Enterprise 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.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting With regard to ICM-Not-TR systems, the Call Type queueing and at-VRU metrics are the same as for IPCC Enterprise and ICM-TR.
Understanding Reporting in an IPCC Gateway Deployment Understanding ICM Reporting Queued Metrics At VRU Metrics/ Answered Metrics Service Level Metrics Abandoned Metrics TotalCallsAbandTo5 TotalCallsAbandToday The following table shows the fields (by metric category) in the Call_Type_Half_Hour table that affect reporting metrics: Call_Type_Half_Hour Table and Reporting Metrics Queued Metrics At VRU Metrics/ Answered Metrics Service Level Metrics Abandoned Metrics AvgRouterDelayQToHalf At VRU: Se
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model The following table shows the fields (by metric category) in the Skill_Group_Real_Time table that affect reporting metrics: 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.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Note: In the ICM Enterprise parent with IPCC Enterprise child deployment model, it is important to pay close attention to comments in the IPCC Enterprise Reporting Guide regarding IPCC Enterprise with System PG. These comments highlight the differences in reporting data collection under different deployment models used for IPCC Enterprise.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Deployment Model Parent Reporting Note: For details see Chapter 1. see reporting information that is associated with its own IPCC Enterprise Gateway PG. Cisco ICM Enterprise parent deployed with IPCC Enterprise child with System PG, TDM ACD through respective ACD PG, and an IPCC Express at the same time.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Example: IPCC1.Sales 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.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Figure 18: Child Skill Group/Parent Service On the ICM Enterprise 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.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model 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. The SkillTargetID for that Service is 6000. 4.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Parent: Service_Half_Hour Child: Call_Type_Half_Hour CallsAnsweredToHalf CallsAnsweredToHalf CallsHandledToHalf CallsHandledHalf CallsOfferedToHalf CallsOfferedHalf DelayQAbandTimeToHalf DelayQAbandTimeHalf HandleTimeToHalf HandleTimeHalf HoldTimeToHalf HoldTimeToHalf OverflowOutToHalf OverflowOutHalf SkillTargetID No direct map TalkTimeToHa
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Parent: Service_Real_Time Child: Call_Type_Real_Time HandleTimeHalf HandleTimeHalf HandleTimeTo5 HandleTimeTo5 HandleTimeToday HandleTimeToday HoldTimeHalf HoldTimeHalf HoldTimeTo5 HoldTimeTo5 HoldTimeToday HoldTimeToday RedirectNoAnsCallsHalf CallsRONAHalf RedirectNoAnsCallsTo5 CallsRONATo5 RedirectNoAnsCallsToday CallsRONAToday TalkTimeH
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model Differences between ICM Enterprise Parent and IPCC Enterprise Child Reporting Due to a variety of reasons, data collected and presented on WebView Reports to measure customer experience and manage agent performance at the ICM Enterprise parent is expected to be different from data collected and presented at the IPCC Enterprise child WebView reports.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model threshold” in the global settings for Call Types on the IPCC Enterprise child system, differences could arise between abandon counts on the two systems. A call might be considered as abandoned on the ICM Enterprise parent and as a Short Call on the IPCC Enterprise child and vice versa.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Understanding Reporting in the ICM Enterprise Parent and IPCC Express 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 (ICM Enterprise parent). • Reporting on the ACD level (IPCC Express child).
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Activity ICM Enterprise Parent IPCC Express Child at the ICM Enterprise parent. Detail, Agent Login Logout Detail, Agent Not Ready Reason Code, Agent State Detail Report, and Agent State Summary Reports) provided in the CRS Historical Reporting Client.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model The tables in this section provide a discussion on key data fields in an IPCC Express child’s Historical reports and similar concepts in an ICM Enterprise parent’s database Half Hour tables. For each of the data fields discussed, a brief explanation is also provided as to the reasons that contribute to the differences between the two concepts.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Measuring Customer Experience Application reports provide key statistics that help call center managers measure customer experience at the IPCC Express child. At the ICM Enterprise parent, customer experience data is stored in Service Half Hour tables.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model IPCC Express IPCC Express Report Application Definition Report Concept Note: The IPCC Express script writer needs to include a step that explicitly sets the Handled flag.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model IPCC Express IPCC Express Report Application Definition Report Concept ICM Database Similar Concept(s) (Found on Application Summary Report.) is the number of calls that the peripheral re-targeted, or overflowed, into this service during the half-hour interval.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Note: The "Enable Agent Reporting" checkbox on the ICM Enterprise parent PG Explorer's Agent Distribution tab must be set, otherwise, the Agent_Skill_Group_Half_Hour and Agent_Half_Hour tables will not get populated.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model IPCC Express Application Report IPCC Express ICM Database Similar Concept(s) Report Definition Comment(s) talking on external outbound or consultive transfer calls during the half-hour interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. Agent_Skill_Group_Half_Hour.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model IPCC Express IPCC Express Report Definition ICM Services Similar Concept(s) Application Report Logout Reason Code Numeric reason code that the agent enters when the agent logs (Found on Agent out from the Cisco Agent Login/Logout Detail Desktop. Report.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model IPCC Express Application Report IPCC Express Report Definition Calls Abandoned ICM Database Similar Concept(s) Comment(s) Number of calls routed to CSQ but not answered (Found on Common Skill by an agent because CSQ Activity, CSQ caller hangs up or is Activity by CSQ, CSQ disconnected.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Here are some reasons that cause these variations: • Different methodologies for sampling data. The ICM Enterprise parent system and the IPCC Express child system in many instances differ in how, when, and where in a call scenario an event is counted.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model therefore this IPCC Express child data will not be available at the ICM Enterprise parent for enterprise-wide reporting. – While IPCC Express does support the concept of agent states, IPCC Express does not contain as many state options as the ICM software.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model separate table (ACDR), and ICM stores as separate call segments so work time for each agent can be stored. • Different Reason Code processing. One IPCC Express agent report shows eight separate reason code slots on separate lines, The numbers on the reports are place holders and the actual reason codes being used are dynamically extracted from the database.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model ICM Enterprise Agent State IPCC Express Agent State AgentState Value stored in Agent_State_Trace Table on ICM Enterprise Parent (Agent speaking with customer or other agent. State set automatically; does not have corresponding button.) Work Not Ready Work ICM and IPCC Express: 5 Completing work for a previous call and unavailable to receive routed calls.
Understanding Reporting in an IPCC Gateway Deployment Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model Relationship Between Reporting Entities IPCC Express entity ICM Software entity Application Service Route Point (Trigger) Routing Device, Peripheral Monitor table Contact Service Queue (CSQ) Skill Group Resource Agent Mapping Details When an IPCC Express Application maps to an ICM Service, the following attributes are passed: • IPCC Express Application
Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments When an IPCC Express Resource maps to an ICM Agent, the following attributes are passed: • The first part of an IPCC Express Resource Name maps to ICM First Name. • The second part of an IPCC Express Resource Name maps to ICM Last Name. • IPCC Express Resource ID maps to ICM Login name. • The ICM Password field will be blank.
Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments reports. This happens because the Redirect step internally creates two contacts (one for the initial inbound call and the second for the Redirect step, which are counted as two separate inbound calls). Action: None. This issue occurs in all IPCC Express deployments, whether standalone or with IPCC Gateway.
Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments Abandoned counts do not match between IPCC Enterprise Child and ICM Enterprise Parent Symptom: In Service reports on the ICM Enterprise parent, the abandoned counts are not the same as the abandoned counts in Call Type reports on the IPCC Enterprise child. Message: None.
Understanding Reporting in an IPCC Gateway Deployment Troubleshooting Reports in IPCC Gateway Deployments Message: None. Cause: A default skill group is created for the ICM Enterprise parent system. This default skill group does not collect any reporting statistics. Also, do not confuse this default skill group with the default skill group that is created for the IPCC Enterprise child system; they are not the same.
Index Multiple ICM (parents) with Single IPCC Enterprise (child)....12 Index Single ICM parent with Multiple IPCC Enterprise children....13 agent performance....71 ECC variables....29, 38 measuring on IPCC Express child/ICM parent....69, 71, 74 examples....34, 48, 76 autoconfiguration of CSQ and Skill Group....34 agent states....78 IPCC Express child/ICM parent....78 data comparisons....48 reporting differences between ICM and IPCC Express....76 audience....1 autoconfiguration....
Index IPCC Gateway feature....9 overview....9 with IPCC Enterprise....9, 24 with IPCC Express....9 IPCC Gateway PG....29, 42 ECC variables....29, 38 failover on IPCC Express....42 mapping....58, 59, 79 between IPCC Enterprise child and ICM parent....59 between IPCC Express and ICM software....33, 79 naming conventions for Agent....59 naming conventions for Service....59 differences between ICM parent and IPCC Express child....75 effect of network VRU on....53 half-hour boundary issues....
Index call variables....38 ECC variables....29, 38 ICM routing script example for IPCC Express....40 ICM routing script for IPCC Enterprise....24 IPCC Express script ....39 on ICM parent....40 on IPCC Express child....37 Skill Group Explorer with CSQ label....40 service level....63 about, IPCC Enterprise child/ICM parent....63 service members....23 configuring....23, 29 Skill Group Explorer....34 with red circle icon....34 skill group performance....74 measuring on IPCC Express child/ICM parent....
