Cisco Cisco IP Contact Center Release 4.6.1 Technical References

WebView report templates are stored in, and accessed from, PowerBuilder library files (PBLs) on your 
WebView server. 

The path to the location where all templates are stored is: 
icm\<icm_instance_name>\aw\custom.
The

 

custom

 

folder contains a subdirectory for each reporting category. For example, there is a 

subdirectory for the Agent by Agent, a subdirectory for Agent by Team, and so forth. 

 illustrates the directory structure.

Within each subdirectory folder, there is a library file named 

PPB050.PBL. 

It’s important that you select the appropriate working library in InfoMaker when you create a new 
template. 

Working within the environment of the appropriate library ensures that the template:

is associated with the correct report category

displays under the correct menu in WebView 

has access to the correct retrieval values

See 

 for the procedure to set the working library.

Both real-time and historical templates are stored in the same library file for a specific report category. 
For example, the templates for call type real-time and historical reports are all stored in the library file 
located in the caltyp subdirectory. 
WebView only recognizes and displays templates from the standard libraries that ship with Unified 
ICM/CCE

. 

In other words, you cannot create your own library files and display their templates in 

WebView.

However, you can create you own libraries to store templates under development, or templates that you 
want to remove from WebView but retain for possible future use. See the InfoMaker documentation for 
instructions on creating new libraries.