Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
Example: IPCC1.Sales
Fallback syntax (over 32 characters): (Parent)Peripheral.EnterpriseName+"."
+(Child)Skill_Group.PeripheralNumber
+(Child)Skill_Group.PeripheralNumber
Example: IPCC1.5001
•
Service
Default syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Call_Type.Name
Example: IPCC1.TECH_SUPPORT_CT
Fallback syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Call_Type.CallTypeID
Example: IPCC1.5009
•
Agent
Default syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Agent.LastName + "."+
(Child)Agent.FirstName
(Child)Agent.FirstName
Example: IPCC1.Smith.Jane
Fallback syntax: (Parent)Peripheral.EnterpriseName+"."+ (Child)Agent.PeripheralNumber
Example: IPCC1.5011
What Is the Relationship between ICM Enterprise Parent Services and IPCC Enterprise Child Call Types?
Most data entities on an IPCC Enterprise child map to corresponding entities on the ICM
Enterprise parent, with one important exception: for reporting purposes, Call Types on the IPCC
Enterprise child map to Services on the ICM Enterprise parent. That is, when autoconfiguration
occurs, data from the Call Type tables on the IPCC Enterprise child populate the Service tables
on the ICM Enterprise parent.
Enterprise parent, with one important exception: for reporting purposes, Call Types on the IPCC
Enterprise child map to Services on the ICM Enterprise parent. That is, when autoconfiguration
occurs, data from the Call Type tables on the IPCC Enterprise child populate the Service tables
on the ICM Enterprise parent.
Note: However, the ICM Enterprise parent will continue to process the Call Type data it owns
using the "traditional" method, that is, using it to populate Call Type tables for Call Types
configured on the ICM Enterprise parent.
using the "traditional" method, that is, using it to populate Call Type tables for Call Types
configured on the ICM Enterprise parent.
About Call Types and Services
On both the ICM Enterprise parent and the IPCC Enterprise child, Call Type is the first-level
category by which data is determined about the contact and a script is associated with the Call
Type. On the IPCC Enterprise child, when a contact of a certain Call Type is received, the
associated script runs to determine the appropriate Skill Group to route the call to. However,
on the ICM Enterprise parent, when a contact of a certain Call Type is received, the associated
script runs to determine the appropriate Service to which to route the call.
category by which data is determined about the contact and a script is associated with the Call
Type. On the IPCC Enterprise child, when a contact of a certain Call Type is received, the
associated script runs to determine the appropriate Skill Group to route the call to. However,
on the ICM Enterprise parent, when a contact of a certain Call Type is received, the associated
script runs to determine the appropriate Service to which to route the call.
The following figure illustrates this difference.
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 Enterprise Child Deployment Model