Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Planning for Naming Conventions

When planning your installation, consider how you want to name the components and entities
that you will be configuring. For example, what kind of names do you want to use for call types
and skill groups? The names for agents, skill groups, agent teams, peripherals (such as VRU
peripherals and CallManager peripherals), call types, VRU services, trunk groups, and application
gateways appear in WebView as selection criteria for reports.

Depending on your contact center, a wide range of individuals might be running reports and
using the selection criteria. Using intuitive names for components and entities will help these
users interpret the report selection criteria correctly. For example, instead of using numbers for
call type names, use descriptive text such as "RedirectOnNoAnswer" or "SupervisorAssist".
WebView displays up to 1,000 items for report selection criteria (for example, up to 1,000
agents).

Note also that selections and reports are sorted by names. Using meaningful naming conventions
(for example, prefixing the name of items associated with a particular workgroup with the same
prefix) will also help contact center personnel find a particular report more easily.

If you are deploying an IPCC Gateway system, in which Cisco IPCC Enterprise appears as an
IP ACD to a parent ICM Enterprise system, limit the number of characters in the names of
agents, skill groups and call types on the child IPCC Enterprise system. When these names are
passed to the parent ICM during auto-configuration, the software configures the name such as
(Parent)Peripheral.EnterpriseName +"."+ (Child)Skill_Group.PeripheralName. configured
name exceeding 32 characters are automatically truncated and replaced with a number. This
means you will not be able to find the name in reports run on the ICM Enterprise system. Refer
to the Cisco IPCC Gateway Deployment Guide for more information about IPCC Gateway
deployment and considerations.

Before configuring the system, decide on naming conventions to use throughout the contact
center enterprise.

Planning for Reporting on Call Types

Follow these guidelines to obtain accurate and useful reporting data:

•

Determine how many call types you need to configure to meet your reporting needs.

Consider the following when determining the number of call types required:

–

Configure a separate call type for each type of call treatment that you want to offer.

–

Configure a separate call type associated with Redirection on No Answer (RONA)
situations. This enables you to direct calls that Ring No Answer to a routing script designed
for this situation and to report on this Redirection on No Answer call type to see how calls
that redirect on no answer are eventually handled.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)