Installation Guide

Pre-Routing..........................................................................................................................................35
Post-Routing........................................................................................................................................36
Translation Routing..............................................................................................................................37
Scripting on the IPCC Express Child...................................................................................................37
Scripting on the ICM Enterprise Parent...............................................................................................40
High Availability with IPCC Express Gateway..........................................................................................41
Troubleshooting in an IPCC Express Gateway Deployment.....................................................................42
4. Understanding Reporting in an IPCC Gateway Deployment.....................................................................45
Understanding ICM Reporting..................................................................................................................45
Overview of ICM Reporting Architecture in the ICM Enterprise Parent...............................................46
About Real-Time and Historical Report Data......................................................................................47
Data Comparisons ..............................................................................................................................48
Using ICM Enterprise Reporting to Manage Agents and Measure Customer Experience..................49
Recommendations for Configuring the Enterprise Skill Group and Enterprise Service......................52
Network Queuing and Reporting.........................................................................................................53
Understanding Reporting in the ICM Enterprise Parent and IPCC Enterprise Child Deployment Model..56
Naming Conventions for Mapping on the Parent.................................................................................58
What Is the Relationship between ICM Enterprise Parent Services and IPCC Enterprise Child Call
Types?.................................................................................................................................................59
Understanding Similar Data Concepts in IPCC Enterprise Child Call Type and ICM Enterprise Parent
Service Database Tables.....................................................................................................................61
About Service Levels on the IPCC Enterprise Child and ICM Enterprise Parent................................63
Differences between ICM Enterprise Parent and IPCC Enterprise Child Reporting...........................64
Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model....66
Using IPCC Express and ICM Reports................................................................................................66
Understanding Similar Data Concepts in IPCC Express Child and ICM Enterprise Parent Database
Tables..................................................................................................................................................67
Differences between ICM Enterprise Parent and IPCC Express Child Reporting...............................75
Agent States on the IPCC Express Child and the ICM Enterprise Parent...........................................78
What is the Relationship Between IPCC Express and ICM Software Reporting Entities?..................79
Troubleshooting Reports in IPCC Gateway Deployments........................................................................81
Index .............................................................................................................................................................85
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)
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