Cisco Cisco IPCC Web Option Design Guide

WebView limits report output to 3,000 rows and truncates reports that request more data than can be 
returned.

WebView comes with a number of categories of report templates. Each category presents different views 
of the data generated by call center activity. To determine which templates are best suited for your 
reporting requirements, refer to the WebView Template Reference Guide, available at 

The data sources for WebView reports reside on a Distributor AW. For a detailed description of the 
reporting data flow and the concepts introduced here, refer to the WebView Installation and 
Administration Guide, available at 

The AWDB stores real-time and configuration data. Real-time reports combine these two types of data 
to present a near-current transient snapshot of the system. Real-time reports refresh on a regular interval 
so that the most current data is always displayed.

The HDS stores historical data. Historical reports query the AWDB to gather configuration data and join 
that data with data found in the HDS. Historical reports are typically available in two forms: reports 
generated on the half hour and reports generated daily. Half-hour reports should be used to report on 
periods of time less than one day in length.

In order for JTAPI communications to occur between Unified CM and external applications such as the 
Unified CCE and Unified IP IVR, a JTAPI user ID and password must be configured within Unified CM. 
Upon startup of the Unified CM PIM or upon startup of the Unified IP IVR, the JTAPI user ID and 
password are used to log in to Unified CM. This login process by the application (Unified CM PIM or 
Unified IP IVR) establishes the JTAPI communications between the Unified CM cluster and the 
application. A single JTAPI user ID is used for all communications between the entire Unified CM 
cluster and the ICM. A separate JTAPI user ID is also required for each Unified IP IVR server. In a 
Unified CCE deployment with one Unified CM cluster and two Unified IP IVRs, three JTAPI user IDs 
are required: one JTAPI user ID for the ICM application and two JTAPI user IDs for the two 
Unified IP IVRs.

The Unified CM software includes a module called the CTI Manager, which is the layer of software that 
communicates via JTAPI to applications such as the ICM and Unified IP IVR. Every node within a 
cluster can execute an instance of the CTI Manager process, but the Unified CM PIM on the PG 
communicates with only one CTI Manager (and thus one node) in the Unified CM cluster. The CTI 
Manager process communicates CTI messages to/from other nodes within the cluster. For example, 
suppose a deployment has a voice gateway homed to node 1 in a cluster, and node 2 executes the CTI 
Manager process that communicates to the ICM. When a new call arrives at this voice gateway and needs 
to be routed by the ICM, node 1 sends an intra-cluster message to node 2, which will send a route request 
to the ICM to determine how the call should be routed.