Cisco Cisco IPCC Web Option Installation Guide
Each call center peripheral requires a connection to a Peripheral Gateway, and ICM software
has unique Peripheral Gateways for each device it supports. For example, each of the supported
TDM ACDs has its own PG. IPCC Gateway is the PG ICM software uses to connect to IPCC
Enterprise (with IPCC System PG) and IPCC Express.
has unique Peripheral Gateways for each device it supports. For example, each of the supported
TDM ACDs has its own PG. IPCC Gateway is the PG ICM software uses to connect to IPCC
Enterprise (with IPCC System PG) and IPCC Express.
Each PG has its own method of communicating with the peripheral about agent and call status,
third party control, and so forth. The type of connection used depends on the type of peripheral.
For example, some ACDs use a TCP/IP Ethernet connection, while others require X.25 links.
third party control, and so forth. The type of connection used depends on the type of peripheral.
For example, some ACDs use a TCP/IP Ethernet connection, while others require X.25 links.
About Real-Time and Historical Report Data
The ICM Central Controller collects real-time and historical data.
Real-Time Data
In real-time, each PG passes current status information to the ICM CallRouter. Periodically,
the CallRouter forwards the latest data to the Distributor AW local database. The current, or
real-time data, which is kept in the CallRouter’s memory, includes data about agents, skill
groups, services, trunk groups, routes, scripts, and other ICM entities. On the CallRouter, this
data is called in-memory data. In the ICM local database on the Distributor AW, and for purposes
of reporting, this data is called real-time data.
the CallRouter forwards the latest data to the Distributor AW local database. The current, or
real-time data, which is kept in the CallRouter’s memory, includes data about agents, skill
groups, services, trunk groups, routes, scripts, and other ICM entities. On the CallRouter, this
data is called in-memory data. In the ICM local database on the Distributor AW, and for purposes
of reporting, this data is called real-time data.
The ICM system tracks real-time data in a number of real-time tables that have data fields that
reflect the following time intervals:
reflect the following time intervals:
•
Half values. “Half” values contain data for the current half-hour. The current half-hour is
defined as the time period falling between (xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59).
For example, if it is currently xx:18:33, the CallsOfferedHalf (in the Call_Type_Real_Time
table) real-time element contains a value that reflects calls offered to this call type in the first
18 minutes and 33 seconds of the specific half-hour. When a new half-hour begins, at time
(xx:00:00 or xx:30:00), the database element is reset to zero. Note that the half values here
are different from the ToHalf values in the Historical Half-Hour data section.
defined as the time period falling between (xx:00:00 and xx:29:59, or xx:30:00 and xx:59:59).
For example, if it is currently xx:18:33, the CallsOfferedHalf (in the Call_Type_Real_Time
table) real-time element contains a value that reflects calls offered to this call type in the first
18 minutes and 33 seconds of the specific half-hour. When a new half-hour begins, at time
(xx:00:00 or xx:30:00), the database element is reset to zero. Note that the half values here
are different from the ToHalf values in the Historical Half-Hour data section.
•
Now values. “Now” values contain a snapshot of activity at a particular instant. For example,
the ICM tracks CallsQueuedNow (in the Skill_Group_Real_Time table), which is the number
of calls currently in queue. When a call is answered, the CallsQueuedNow count is
immediately reduced by one because the call has left the queue. This change is seen at the
next real-time data update.
the ICM tracks CallsQueuedNow (in the Skill_Group_Real_Time table), which is the number
of calls currently in queue. When a call is answered, the CallsQueuedNow count is
immediately reduced by one because the call has left the queue. This change is seen at the
next real-time data update.
•
To5 values. The “To5” values track data on a rolling five-minute basis. The rolling five-minute
data employs a “sliding” five-minute window. The To5 data is updated every three seconds.
When the oldest three-second interval expires, a new three-second interval is added. In this
manner, the window is always placed on the current five-minute interval. An example of the
To5 data element is the CallsHandledTo5 value in the Service_Real_Time table, which is
the number of calls handled by the service during the rolling five minute interval.
data employs a “sliding” five-minute window. The To5 data is updated every three seconds.
When the oldest three-second interval expires, a new three-second interval is added. In this
manner, the window is always placed on the current five-minute interval. An example of the
To5 data element is the CallsHandledTo5 value in the Service_Real_Time table, which is
the number of calls handled by the service during the rolling five minute interval.
•
Today values. To arrive at “Today” values, the ICM totals the value for each half-hour
interval since midnight plus any data for the current half-hour. For example, the
CallsOfferedToday data value in the Service_Real_Time table provides a running total of
calls routed to the service by the ICM since midnight. At the end of each half-hour, the data
interval since midnight plus any data for the current half-hour. For example, the
CallsOfferedToday data value in the Service_Real_Time table provides a running total of
calls routed to the service by the ICM since midnight. At the end of each half-hour, the data
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)
47
Understanding Reporting in an IPCC Gateway Deployment
Understanding ICM Reporting