Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
separate table (ACDR), and ICM stores as separate call segments so work time for each agent
can be stored.
can be stored.
•
Different Reason Code processing. One IPCC Express agent report shows eight separate
reason code slots on separate lines, The numbers on the reports are place holders and the
actual reason codes being used are dynamically extracted from the database. ICM software
includes a reason code on its summary report. However, this is only the last reason code
received, not the time in separate reason code buckets.
reason code slots on separate lines, The numbers on the reports are place holders and the
actual reason codes being used are dynamically extracted from the database. ICM software
includes a reason code on its summary report. However, this is only the last reason code
received, not the time in separate reason code buckets.
Note: For information on interpreting the data on the Enterprise (parent) level, see IPCC
Enterprise Reporting Guide. For information about reporting on the IPCC Express child, see
Cisco CRS Historical Reports User Guide, Cisco CRS Historical Reporting Administrator and
Developer Guide, and Cisco CRS Database Schema.
Enterprise Reporting Guide. For information about reporting on the IPCC Express child, see
Cisco CRS Historical Reports User Guide, Cisco CRS Historical Reporting Administrator and
Developer Guide, and Cisco CRS Database Schema.
Agent States on the IPCC Express Child and the ICM Enterprise Parent
The IPCC Express child passes agent state information to the ICM Enterprise parent for use in
the Agent_State_Trace table, only. (This is in contrast the ICM Enterprise parent, which uses
agent state information in several tables.) This table tracks detail on historical agent-state changes.
the Agent_State_Trace table, only. (This is in contrast the ICM Enterprise parent, which uses
agent state information in several tables.) This table tracks detail on historical agent-state changes.
Note: The Agent State Trace data is not turned on by default; use the ICM Configuration
Manager to turn on this option. Enable the Agent State Trace option can have a negative effect
on your system, as it causes the generation of a large amount of historical data. It is recommended
that you only enable this option for a small subset of your agents and only for a limited amount
of time.
Manager to turn on this option. Enable the Agent State Trace option can have a negative effect
on your system, as it causes the generation of a large amount of historical data. It is recommended
that you only enable this option for a small subset of your agents and only for a limited amount
of time.
IPCC Express does not have as many agent state options available as the ICM software. In
addition, some similarly named agent states do not have the same definition on both the child
and parent systems.
addition, some similarly named agent states do not have the same definition on both the child
and parent systems.
The following table describes agent states available in the ICM and IPCC Express.
Agent States
AgentState Value stored in
Agent_State_Trace Table on
ICM Enterprise Parent
Agent_State_Trace Table on
ICM Enterprise Parent
IPCC Express Agent State
ICM Enterprise
Agent State
Agent State
ICM and IPCC Express: 0
Logout
Logged Off
(Not displayed anywhere.)
ICM and IPCC Express: 1
Login
Logged On
(Not displayed anywhere.)
ICM and IPCC Express: 2
Not Ready
Not Ready
(Not available to receive routed calls.)
ICM and IPCC Express: 3
Ready
Ready
ICM and IPCC Express: 4
Talk
Talking
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 Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model