Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
When an IPCC Express Resource maps to an ICM Agent, the following attributes are passed:
•
The first part of an IPCC Express Resource Name maps to ICM First Name.
•
The second part of an IPCC Express Resource Name maps to ICM Last Name.
•
IPCC Express Resource ID maps to ICM Login name.
•
The ICM Password field will be blank.
•
ICM Enterprise Name field is a combination of the name of the peripheral as it appears on
the left pane of the Agent Explorer (_AG) and the Login name. For example, if the name of
the peripheral is ExpressPG and the Login name is agt99, then the Enterprise Name is
ExpressPG_AG_agt99.
the left pane of the Agent Explorer (_AG) and the Login name. For example, if the name of
the peripheral is ExpressPG and the Login name is agt99, then the Enterprise Name is
ExpressPG_AG_agt99.
Note: If the agent is assigned skills on IPCC Express, then the CSQ names corresponding to
the skills will be listed under Skill Group Members tab in the ICM Agent Explorer.
the skills will be listed under Skill Group Members tab in the ICM Agent Explorer.
Troubleshooting Reports in IPCC Gateway Deployments
This section provides help in correcting reporting problems specific to IPCC Gateway
deployments, only. It addresses issues with reports on the enterprise (parent) level.
deployments, only. It addresses issues with reports on the enterprise (parent) level.
For troubleshooting information specific to the ACD (child) level, see the following
documentation:
documentation:
•
For deployments with an IPCC Enterprise child, see the IPCC Enterprise Reporting Guide
.
.
•
For deployments with an IPCC Express child, see the Cisco CRS Servicing and
Troubleshooting Guide.
Troubleshooting Guide.
Double counting in an IPCC Express Deployment
Symptom:
A call is placed to a route point, a script executes the Call Redirect step, and sends the call to
another route point. The report, instead of showing one inbound call, displays two separate
inbound calls.
another route point. The report, instead of showing one inbound call, displays two separate
inbound calls.
Message:
None. However, the report will show two calls with the same sessionID but two sessionSeqNums.
Cause:
An IPCC Express script using the Call Redirect step to send the call to the second route point.
Using the Call Redirect step in an IPCC Express script causes calls to be double-counted in
Using the Call Redirect step in an IPCC Express script causes calls to be double-counted in
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
Troubleshooting Reports in IPCC Gateway Deployments