Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Notes

78

Cisco does not support ICM/IPCC on a customized Windows image (for example, a corporate image) or 
when custom security hardening has been applied.

Customized images of the Windows operating system or customer security hardening can cause the 
ICM/IPCC application to fail.

The Average Speed of Answer (ASA) value displayed in some reports, such as Enterprise Skill Group 
reports, might show an inflated value. 

ASA is defined as a calculation of Skill_Group_Half_Hour.AnswerWaitTimeToHalf / 
Skill_Group_Half_Hour.CallsAnsweredToHalf.

AnswerWaitTime is further defined as a value made up of four individual counts: DelayTime, 
RingTime, LocalQTime and NetQTime. These four values are fields in the Termination Call Detail table.

A registry value has been added which is disabled by default. When this value is disabled, the calculation 
of AnswerWaitTime changes such that the four counts cited above are NOT used for AnswerWaitTime. 
In their place, a value named SkillGroupDelayQTime is used to populate the AnswerWaitTime that 
subsequently is used ASA calculation. 

The value tracked by SkillGroupDelayQTime calculates from the beginning of the call treatment and is 
not reset for each delivered event, resulting in inflated values. 

SkillGroupDelayQTime is not a database value in the Termination Call Detail table but is defined by the 
Call Router and can be found in the RTR log within the DeviceTargetPreCallInd_V7 and 
ICCallPreRouteInd_V6 events. The function of this value is controlled in the registry.

The default value of 0 for the registry value 'DeliveredEventsResetASACalculation' causes 
SkillGroupDelayQTime to be used for the AnswerWaitTime. When this registry value is enabled (set to 
1), AnswerWaitTime  is reset after the delivered event is received and will only include the time after 
being reset. 

The System IPCC Enterprise deployment installer automatically installs CTI OS Server on the 
Agent Controllers. You should not run the CTI OS Server installer manually. Doing so may cause 
your installation to fail. 

System IPCC Enterprise deployment does not support CTI OS QoS (QoS from CTI OS Client to 
CTI OS Server) as this turns off skill group and agent statistics.

System IPCC Enterprise deployment does not support CTI OS Server – CTI OS Client security.

System IPCC Enterprise deployment has its own streamlined installation; therefore, comments made 
within these Release Notes, regarding ICM Setup, generally have no bearing on System IPCC Enterprise 
deployment.