Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

No

No

Yes

ANI

No

No

Yes

User To User Info

No

No

Yes

Dialed Number (DNIS)

No

No

Yes

Caller Entered Digits
(CED)

Yes

No

No

Call Wrapup Data

Unified ICME variables are explained in the ICM Configuration Guide for Cisco Unified ICM
Enterprise

Reporting in Contact Center Gateway Deployments

There are two levels of reporting in Contact Center Gateway deployments:

•

ACD (child)

•

Enterprise (parent)

The addition of the Contact Center Gateway PGs does not affect the reports on the ACD level;
Unified CCE and Unified CCX reports can be run and accurately reflect the state of their
respective systems.

However, the data that the child system feeds to the parent through Contact Center Gateway
does not always correlate on both systems, and this affects the reports on the enterprise level.
In some instances, discrepancies are due to timing period issues; in others, they occur because
the Contact Center Gateway does not populate certain database fields.

As already noted , queued calls on a child that uses Unifed SCCE with Unified CVP cannot be
reported on, so they are not reflected in the statistics.

For complete details about the differences between report data in child and parent systems, see

Upgrading to Use a Contact Center Gateway Solution

If you have previous versions of Unified ICME, Unified CCE, or Unified CCX software and
would like to upgrade so you can use a Contact Center Gateway solution, upgrade each product
in the Contact Center Gateway solution before integrating the parent and child software and
installing the PG.

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