Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Before you can route calls, you must create scripts on the child and the parent. For information
about routing and scripting see the deployment chapter (Chapter 2 or 3) for your specific solution.

Reporting in IPCC Gateway Deployments

There are two levels of reporting in IPCC Gateway deployments:

•

ACD (child)

•

Enterprise (parent)

The addition of the IPCC Gateway PGs does not affect the reports on the ACD level; IPCC
Enterprise and IPCC Express reports can be run and accurately reflect the state of their respective
systems.

However, the data that the child system feeds to the parent through IPCC Gateway will not
always correlate on both systems, and this affects the reports on the enterprise level. In some
instances, discrepancies are due to timing period issues; in others, they occur because the IPCC
Gateway does not populate certain database fields.

For complete details about the differences between report data in child and parent systems, see

Upgrading to Use an IPCC Gateway Solution

If you have previous versions of ICM/IPCC Enterprise software or IPCC Express software and
would like to upgrade so you can use an IPCC Gateway solution, upgrade each product in the
IPCC Gateway solution before integrating the parent and child software and installing the PG.

For example, if you have IPCC Enterprise 6.0 and would like to upgrade to IPCC Enterprise
7.0, you must upgrade all of the software products in that solution; that is, you need Cisco
CallManager 4.1(3), Cisco Customer Response Solutions (for IP IVR) 4.0(1), Cisco ICM
software 7.0(0), and one of the 7.0 desktops (CAD or CTI OS).

To upgrade these products, see the following documents:

•

•

•

After upgrading to the latest releases for the child IPCC Enterprise, install the parent ICM
software, including the IPCC Enterprise Gateway PG. (See 

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)