Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
This section provides an overview of ICM Reporting Architecture at the ICM Enterprise parent
and how regional and call center managers can use reporting capabilities in the ICM Enterprise
parent for enterprise wide reporting.
and how regional and call center managers can use reporting capabilities in the ICM Enterprise
parent for enterprise wide reporting.
Overview of ICM Reporting Architecture in the ICM Enterprise Parent
To obtain routing and reporting data, the Cisco ICM software communicates with the network
peripherals (such as IPCC Enterprise, IPCC Express, TDM ACD, and IVR). This communication
occurs through a node called the Peripheral Gateway (PG).
peripherals (such as IPCC Enterprise, IPCC Express, TDM ACD, and IVR). This communication
occurs through a node called the Peripheral Gateway (PG).
The PG reads status information from the peripheral and passes it to the CallRouter. The
CallRouter uses this status information to make timely and informed call routing decisions.
CallRouter uses this status information to make timely and informed call routing decisions.
The CallRouter also forwards the information to the Logger, which saves it in the Historical
Database Server (HDS). The historical data is stored in the Historical Database Server (HDS)
in summary half-hour intervals. These summary records are then used to populate historical
half-hour and daily WebView reports.
Database Server (HDS). The historical data is stored in the Historical Database Server (HDS)
in summary half-hour intervals. These summary records are then used to populate historical
half-hour and daily WebView reports.
Note: WebView is a web-based application that allows supervisors and contact center managers
to run and view a multitude of contact center reports in both ICM and IPCC Enterprise
deployment models.
to run and view a multitude of contact center reports in both ICM and IPCC Enterprise
deployment models.
The Historical Database Server also stores call detail records. A detailed record is written for
each call routed to a peripheral by the ICM and a termination call detail is written for each call
that is connected and then terminated. These details are stored in the Historical Database Server
Route_Call_Detail and Termination_Call_Detail records.
each call routed to a peripheral by the ICM and a termination call detail is written for each call
that is connected and then terminated. These details are stored in the Historical Database Server
Route_Call_Detail and Termination_Call_Detail records.
The CallRouter uses a real-time feed mechanism to forward real-time monitoring data to the
Distributor Admin Workstation (AW). The Distributor AW receives the real-time feed from
the CallRouter and acts as a data distributor to all other AWs at the site. Each Distributor AW
has its own local database, which stores the real-time monitoring data that is used to populate
WebView real-time reports.
Distributor Admin Workstation (AW). The Distributor AW receives the real-time feed from
the CallRouter and acts as a data distributor to all other AWs at the site. Each Distributor AW
has its own local database, which stores the real-time monitoring data that is used to populate
WebView real-time reports.
The relationship of the call center peripheral to the PG, and the ICM Router, and Logger is
shown in the following figure.
shown in the following figure.
Figure 15: ICM Reporting Architecture
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)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting