Cisco Cisco IP Contact Center Release 4.6.1 Installationsanleitung

Abandoned Short Calls: For call types and services you configure only abandoned short
calls, answered short calls are not reported for call types and services. On the Unified
ICME parent if the “Abandon Wait Time threshold” for services which is configured in
the Contact Center Gateway peripheral is not configured to be the same as the “Aban Wait
Time threshold” in the global settings for Call Types on the Unified CCE child system,
differences could arise between abandon counts on the two systems. A call might be
considered as abandoned on the Unified ICME parent and as a Short Call on the Unified
CCE child and vice versa.

Answered Short Calls: Similar to abandoned short calls, answered short calls can also
cause a difference in reporting. Answered short calls apply to the skill group and the agent
skill group database tables. This is the minimum amount of time that the call is connected
to the agent. The short call timer starts when the agent answers the call. CallsAnswered
is updated for these calls. However, the ShortCalls fields within the skill group and agent
skill group tables are also incremented. It is important to ensure that the “Answered Short
Call threshold” configured on the Contact Center Gateway Peripheral on the Unified ICME
parent matches the “Answered Short Call threshold” configured on the IPCC System
peripheral configured on the Unified CCE child.

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Agent Reporting: If you are using the Unified ICME parent system to report on agents
it is important to consider the following configurations.

Ensure that the Agent reporting is enabled on the Contact Center Gateway peripheral on
the Unified ICME parent system and identify the Admin Workstation distributor in the
Agent Distribution list when configuring the IPCC Enterprise Gateway peripheral. If these
configurations are not done then the WebView that is used for reporting on the Unified
ICME parent system does not show any agent data.

If you plan to use Agent Team reports on the Unified ICME parent system and expect
them to report similar to the Unified CCE child system then it is important to configure
Agent Teams and the Agent Team Members on the Unified ICME parent to match the
Agent Unified CCE child systems.

If you plan to report on “Not Ready reason Codes” on the Unified ICME parent system
then it is important to configure the following on Unified ICME parent:

a. Configure the Not Ready reason codes in the ICM Configuration tool. Enter the numeric
and text value for each reason code. For example, if you want Not Ready reason code 1
to equal Break, enter 1 for the Reason Code and Break for Reason Code Text. These codes
need to match and must be identical as configured on the Unified CCE child system.

b. Ensure that agent event detail is enabled on the IPCC Enterprise Gateway PG that is
configured to talk to the IPCC System PG on the Unified CCE child.

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Mapping of Call Types and Services: The Call Types on the IPCC Enterprise child are
auto configured as Services on the Unified ICME parent. However Call Types are not
specific to peripherals, whereas, Services are. If you have a Unified CCE child that has
two or more IPCC System PGs (peripherals), ensure that you have not configured call
types that span these two peripherals. If you configure a Call Type that spans peripherals
on the Unified CCE child, these are configured as two services on the Unified ICME parent
system, one for each peripheral. Hence, a single call type on the Unified CCE child maps
to two different Services on the Unified ICME parent resulting in reporting differences.

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)