User Guide

4-13
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 4 Peripheral and Peripheral Service Report Templates
IPCC Peripheral Service Reports
persvc22: Peripheral Service IVR Self-Service Half Hour Report
Data:
Enterprise Name
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
Date Time (no label)
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
da
y, year, hour, minute, second) format.
Derived from: Service_Half_Hour.DateTime
Overview:
Subject A table summary of the activity of the selected IVR self-service(s),
g
athered in half-hour increments
Purpose Shows the activity for the selected IVR service(s) for the selected
time period. This report is intended for a Service Control IVR
connected to IPCC/ICM via a IVR PIM (not via a NIC). All calls
must go to the IVR before being seen by IPCC/ICM. That is, the
c
all arrives at the IVR, the IVR then sends a NewCall to the
Router. The Router runs a routing script that results in the
customer getting a chance to do self-service and then, if needed,
talk to an agent.
For example, the routing script could send a RunScript to the IVR
that
causes the IVR to run a IVR script that allows the customer to
do some self-service. Then if the customer makes a IVR script
selection that requires an agent, the IVR returns a RunScript
result to the Router that causes the Router to eventually find an
agent for the call (IPCC) or find an ACD to which to send the call
(ICM).
In addition the IVR must be one that can track the call after it
l
eaves the IVR and report to the IVR PIM when the call is
answered and when it is ended.
Finally Service Control Reporting and Queue Reporting must be
turned on
in the IVR PIM with which the IVR is associated.
Note This report is for IVR services that reside on IVR PGs that
have Service Control reporting enabled and Queue
reporting disabled.
Applicable environment IPCC and/or ICM (for IVR services)
Tem pl ate typ e Historical table
Default sort order By Service.EnterpriseName and then by the date
and time.
Drilldowns available Yes
Schema database
tables
Service
Service_Half_Hour