User Guide

1-2
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 1 About Contact Center Reports
The WebView Template Selection Window
The WebView Template Selection Window
In the WebView template selection window, you can select to have only the IPCC templates
displayed, only the ICM templates displayed, or both.
Custom (InfoMaker Generated) Reports
The template selection boxes can also be used for Custom (InfoMaker generated) reports. If
an InfoMaker generated report name is prefixed with:
•
“ipcc_", then that report will be listed with the IPCC templates.
• "both_", then the report will be listed under both IPCC templates and ICM
templates.
• “olds_", or has none of the preceding prefixes, then it will be listed under ICM
templates.
Multimedia Task Details
When the application instance requires IPCC/ICM to assign a task to an agent, it sends a
NewTask message to the MR PG via Media Routing interface.
1. IPCC/ICM finds an agent, and sends a DoThisW
ithTask message.
2. IPCC/ICM receives an OfferTask or a StartTask message
from the application instance
within the TaskStartTimeout (MRD-specific time period).
Multimedia Tasks
Task Status Description
Offered When the Agent PG receives an OfferTask
message for the task.
Starts When the Agent PG receives a StartTask
message for the task.
Pau
sed When the Agent PG receives a PauseTask
message for the task.
Ends When the Agent PG receives an EndTask
message for the task.
Offered a task When
the Agent PG receives an OfferTask
message for the task t
hat specifies that
agent.
Starts a task When the Agent PG receives a StartTask
message for the task t
hat specifies that
agent.
Pauses a task When the Agent PG receives a PauseTask
message fo
r the task that specifies that
agent.
End a task When the Agent PG receives an EndTask
message for the task t
hat specifies that
agent.