User Guide

CHAPTER
6-1
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
6
Trunk group for IP-IVR reports
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
retu
rns the number of ports and its status to Unified ICM, so that Unified ICM can report on them. Each
Trunk Group represents one IVR platform (machine). A network trunk group is a set of IVRs.
Trunk Group for IP IVR Report Templates
The following table lists the trunk group for IP IVR report templates.
Template Type Description
trkgrp04: Trunks
real-time All Fields
Report, page 6-2
real-time table All the available trunk real-time report data in the
T
runk_Group_Real_Time database table
trkgrp12: Trunks
Historical All Fields
Report, page 6-4
historical table All the available trunk historical report data in the
T
runk_Group_Half_Hour database table
trkgrp20: All Ports Busy
real-time Report,
page 6-7
real-time bar graph The number of seconds that all IVR ports in the
select
ed IVR group have been busy for the current
half-hour interval
trkgrp21: IVR Ports Idle
& In Service real-time
Report, page 6-7
real-time bar graph The number of IVR ports in the selected IVR group
th
at are idle and the number of IVR ports that are
busy with a call
trkgrp22: IVR Ports
Status real-time Report,
page 6-8
real-time table The status of the IVR ports in
the selected IVR Port
Groups
trkgrp23: IVR Ports
Performance Half Hour
Report, page 6-9
historical table Half-hour counts of ports in-service and ports idle,
and t
he seconds that all ports were busy