Installation Guide

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.
Data elements do not match
Symptom:
ACD database item yyy does not match the ICM Schema element yyy.
Message:
None.
Cause:
You are probably trying to match unlike data elements when comparing ICM and ACD data.
If you attempt to match unlike elements from the ICM software and ACD, you will see
discrepancies in the reporting data.
Action:
Determine exactly which database table you are attempting to compare. This will help to ensure
that the comparison is matching like elements.
Some report columns are blank
Symptom:
Some columns in a report display no data.
Message:
None.
Cause:
IPCC Gateway does not populate all PG-related fields in the ICM database schema. Since data
is not recorded in these database fields, some columns in reports will be empty.
Action:
Because the report concerns an IPCC Gateway deployment, verify that a report column is empty
by consulting the WebView On-line Help for the report.
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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Understanding Reporting in an IPCC Gateway Deployment
Troubleshooting Reports in IPCC Gateway Deployments