Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Fallback syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Agent.PeripheralNumber
Example: IPCC1.5011
Note: When System IPCC is installed as a child, space and dash characters must not be used
in Agent names, only underscores ("_").
in Agent names, only underscores ("_").
What Is the Relationship between Unified ICME Parent Services and Unified CCE Child Call Types?
Most data entities on a Unified CCE child map to corresponding entities on the Unified ICME
parent and are mapped by their corresponding peripheral fields. However, there is one important
exception: for reporting purposes, Call Types on the Unified CCE child map to Services on the
Unified ICME parent. That is, when autoconfiguration occurs, data from the Call Type tables
on the Unified CCE child populate the Service tables on the Unified ICME parent.
parent and are mapped by their corresponding peripheral fields. However, there is one important
exception: for reporting purposes, Call Types on the Unified CCE child map to Services on the
Unified ICME parent. That is, when autoconfiguration occurs, data from the Call Type tables
on the Unified CCE child populate the Service tables on the Unified ICME parent.
Note: However, the Unified ICME parent continues to process the Call Type data it owns using
the "traditional" method, that is, using it to populate Call Type tables for Call Types configured
on the Unified ICME parent.
the "traditional" method, that is, using it to populate Call Type tables for Call Types configured
on the Unified ICME parent.
About Call Types and Services
On both the Unified ICME parent and the Unified CCE child, Call Type is the first-level category
by which data is determined about the contact and a script is associated with the Call Type. On
the Unified CCE child, when a contact of a certain Call Type is received, the associated script
runs to determine the appropriate Skill Group to route the call to. However, on the Unified
ICME parent, when a contact of a certain Call Type is received, the associated script runs to
determine the appropriate Service to which to route the call.
by which data is determined about the contact and a script is associated with the Call Type. On
the Unified CCE child, when a contact of a certain Call Type is received, the associated script
runs to determine the appropriate Skill Group to route the call to. However, on the Unified
ICME parent, when a contact of a certain Call Type is received, the associated script runs to
determine the appropriate Service to which to route the call.
The following figure illustrates this difference.
Figure 36: Child Skill Group/Parent Service
On the Unified ICME parent, a Service is a particular type of processing that a customer requires.
For example, a peripheral might have services defined for Sales, Technical Support, or New
Accounts. Each service has one or more Skill Groups whose members provide the service. A
service is associated with a peripheral and Skill Groups that provide the service are specific to
that peripheral.
For example, a peripheral might have services defined for Sales, Technical Support, or New
Accounts. Each service has one or more Skill Groups whose members provide the service. A
service is associated with a peripheral and Skill Groups that provide the service are specific to
that peripheral.
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)
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Chapter 4: Understanding Reporting in a Contact Center Gateway Deployment
Understanding Reporting in the Unified ICME Parent and Unified CCE Child Deployment Model