User Guide

CHAPTER
6- 1
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
6
Trunk Group for IP-IVR Report Templates
The trunk group IP-IVR templates are applicable for service control IVRs. They show how busy
IVR ports are so you can ascertain if more ports are needed to adequately run the Contact
Center.
IVR ports have to be put into a trunk group in order to route calls to them. The Service
Control protocol returns the number of ports and its status to ICM, so that ICM can report on
them. Each Trunk Group represents one IVR platform (machine). A network trunk group is a
set of IVRs.
This chapter includes:
•
Summary List of all Trunk Group for IP-IVR Reports, page 6-1
• Example Trunk Group for IP-IVR Report, page 6-3
• Trunk Group for IP-IVR Report Descriptions, page 6-3
Summary List of all Trunk Group for IP-IVR Reports
Tab l e 6- 1 lists the available trunk group for IP-IVR reports
Table 6-1 Trunk Group IP-IVR Reports
Template Type Description
trkgrp04: Trunks Real
Time All Fields
Report, page 6-4
real-time table All the available trunk real-time report data in
the Trunk_Group_Real_Time database table
trkgrp12: Trunks His-
torical All Fields
Report, page 6-6
historical table All the available trunk historical report data in
the Trunk_Group_Half_Hour database table
trkgrp20: All Ports
Busy Real Time
Report, page 6-8
real-time bar
graph
The number of seconds that all IVR ports in
the selected IVR group have been busy for the
current half-hour interval
trkgrp21: IVR Ports
Idle & In Service Real
Time Report, page
6-9
real-time bar
graph
The number of IVR ports in the selected IVR
group that are idle and the number of IVR
ports that are busy with a call