Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Action:
In the ICM Configuration Manager, open the VRU peripheral. Select the Queue reporting option.
Missing call in queue information in the WebView Service real-time and historical templates
In the WebView Service templates, the value of "Calls Q Now" and "Calls Q Now Time" are 0.
Message:
None
Cause:
This can occur when the route links to the skill group because it causes a lack of visibility for the
"Longest Call Queued" values.
"Longest Call Queued" values.
Action:
For IPCC Enterprise, use the Call Type or Skill Group templates to report on the "Calls Q Now"
and "Calls Q Now Time" fields, as these fields are updated correctly for the skill group for every
call in the Queue.
and "Calls Q Now Time" fields, as these fields are updated correctly for the skill group for every
call in the Queue.
Troubleshooting VRU Application and Trunk Group Reporting
VRU Application information does not appear in Call Type or Service reports
Data relating to VRU applications, such as the number of VRU Handled tasks or data for VRU services,
does not appear in reports; fields related to VRU applications are 0.
does not appear in reports; fields related to VRU applications are 0.
Message:
None
Cause:
This can occur if you have not enabled Service Control reporting for the VRU peripheral.
Action:
In the ICM Configuration Manager, open the VRU peripheral. Select the Service Control option.
Information for Trunk Groups associated with VRU ports does not appear in trunk group
reports
reports
Data relating to VRU ports does not appear in trunk group reports.
Message:
None
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
141
Troubleshooting IPCC Enterprise Report Data
Troubleshooting VRU Application and Trunk Group Reporting