Cisco Cisco Customer Voice Portal 8.0(1)

ICM Service Call Statistics

The ICM Service call statistics include data on calls currently being processed by the ICM
service, new calls received during a specified interval, and total calls processed since start time.

Access ICM Service statistics either by:

•

Choosing System > Control Center, selecting a CVP Call Server, clicking the Statistics
icon in the toolbar, and then selecting the ICM tab.

•

Choosing Device Management > CVP Call Server, selecting a Call Server, clicking the
Statistics icon in the toolbar, and then selecting the ICM tab.

The following table describes ICM Service call statistics.

The current number of calls being serviced by the ICM Server for a Unified
CVP Call Server. This value represents a count of calls currently being serviced

Active Calls

by the ICM for the Unified CVP Call Server for follow-on routing to a Contact
Center agent.

The ICM Server can accept Voice over IP (VoIP) calls that originate using
either the Session Initiation Protocol (SIP) or H.323 protocol. Active SIP Call

Active SIP Call Legs

Legs indicates the current number of calls received by the ICM Server from
the Unified CVP Call Server using the SIP protocol.

The ICM Server can accept Voice over IP (VoIP) calls that originate using
either the Session Initiation Protocol (SIP) or H.323 protocol. Active H.323

Active H.323 Call Legs

Call Legs indicates the current number of calls received by the ICM Server
from the Unified CVP Call Server using the H.323 protocol.

The current number of calls receiving Voice Response Unit (VRU) treatment
from the ICM Server. The VRU treatment includes playing pre-recorded

Active VRU Call Legs

messages, asking for Caller Entered Digits (CED) or Speech Recognition
Techniques to understand the customer request.

Calls originating from an external VXML Server need call routing instructions
from the ICM Server. Active Lookup Requests indicates the current number
of external VXML Server call routing requests sent to the ICM Server.

Active ICM Lookup Requests

The current number of simultaneous basic service video calls being processed
by the ICM service where video capability was offered.

Active Basic Service Video Calls Offered

The current number of simultaneous calls that were accepted as basic service
video calls and are being processed by the ICM service.

Active Basic Service Video Calls
Accepted

The time at which the current interval has begun.

Start Time

The amount of time that has elapsed since the start time in the current interval.

Duration Elapsed

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)