Cisco Cisco E-Mail Manager Unity Integration Option Installation Guide

Here are some reasons that cause these variations:

•

Different methodologies for sampling data. The ICM Enterprise parent system and the
IPCC Express child system in many instances differ in how, when, and where in a call scenario
an event is counted.

For example, call event data collection is performed at different times in the ICM Enterprise
parent and the IPCC Express child:

–

In IPCC Express, all call events are associated with the interval in which the call started
regardless of when they occurred.

–

In ICM software, completed call metrics are associated with the interval in which the call
ended, and other call events (Offered, Answered, RONA, and so forth) are associated with
the interval in which they occurred.

Assume the following events occur on an IPCC Express system (half-hour intervals are used
for ease of discussion):

–

A call is sent to an agent at 7:59:40.

–

The call RONAs at 8:00:02.

–

The call is answered in the 8:00-8:30 interval.

–

The call is completed in the 8:30-9:00 interval.

The two systems count the events in different ways: IPCC Express counts Offered, RONA,
Answered, and Handled in the 7:30:00-8:00 interval. ICM counts Offered in the 7:30-8:00
interval, RONA and Answered in the 8:00-8:30 interval, and Handled in the 8:30-9:00 interval.
This means that all completed call and event information currently calculated on IPCC Express
reports will not match equivalent matrixes on ICM reports.

•

Differences in configuration of parent and child systems. Although IPCC Gateway
minimizes this issue, discrepancies between IPCC Express child and ICM Enterprise parent
configuration settings can lead to reporting discrepancies.

•

Differences in supported concepts. Differences in supported concepts can result in
differences between ICM Enterprise parent and IPCC Express child reporting data as well
as the amount of data available at the ICM Enterprise parent and the IPCC express child to
measure agent performance and measure customer experience.

For example:

–

IPCC Express does not support the concept of short calls; ICM software does support it.
Therefore, if a Short Call interval is configured at the ICM Enterprise parent, abandon call
counts at the ICM Enterprise parent will not reflect calls abandoned in the Short Call time
interval. (The IPCC Express child system will reflect all abandon call counts.)

–

IPCC Express uses CSQ Call Priority and Abandon/Answer Distribution Reports to measure
CSQ performance and customer experience. However, ICM does not support these concepts;

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)