Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

Relationship Between Reporting Entities

Service

Application

Routing Device, Peripheral Monitor table

Route Point (Trigger)

Skill Group

Contact Service Queue (CSQ)

Agent

Resource

Mapping Details

When an IPCC Express Application maps to an ICM Service, the following attributes are passed:

•

IPCC Express Application ID maps to ICM Peripheral Number.

•

IPCC Express Application Name maps to ICM Peripheral Name.

•

IPCC Express Description maps to ICM Description.

•

The value in the ICM Name field is a combination of the name of the peripheral as it appears
on the left pane of the Service Explorer (_SVC) and the Peripheral Number. For example, if
the name of the peripheral is ExpressPG and the Peripheral Number is 3, then the Name is
ExpressPG_SVC_3.

When an IPCC Express Route Point maps to an ICM Routing Device, there are no additional
attributes mapped.

When an IPCC Express Contact Service Queue (CSQ) maps to an ICM Skill Group, the following
attributes are passed:

•

IPCC Express CSQ ID maps to ICM Peripheral Number. (This field is not exposed to the
customer in CRS Administration but is autogenerated and stored in the IPCC Express
database.)

•

IPCC Express CSQ Name maps to ICM Peripheral Name.

•

The value in the ICM Name field is a combination of the name of the peripheral as it appears
on the left pane of the Skill Group Explorer (_SG) and the Peripheral Number. For example,
if the name of the peripheral is ExpressPG and the Peripheral Number is 1, then the Name
is ExpressPG_SG_1.

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)