Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Figure 18: Child Skill Group/Parent Service

On the ICM Enterprise parent, a Service is a particular type of processing that a customer
requires. For example, a peripheral might have services defined for Sales, Technical Support,
or New Accounts. Each service has one or more Skill Groups whose members provide the
service. A service is associated with a peripheral and Skill Groups that provide the service are
specific to that peripheral.

Note:  In order to measure customer experience at the ICM Enterprise parent, use “ICM
Templates” in WebView in the Services category. To measure customer experience at the IPCC
Enterprise child, use the “IPCC Templates” under Call Type category in the WebView reporting
system.

Mapping Data between the IPCC Enterprise Child and ICM Enterprise Parent

When the IPCC Enterprise child maps a Call Type to an ICM Enterprise Service, the following
attributes are passed from the Call_Type table to the Service table:

•

The CallTypeID in the Call_Type table on the IPCC Enterprise child system maps to the
PeripheralNumber in the Service table on the ICM Enterprise parent.

•

The EnterpriseName in the Call_Type table on the IPCC Enterprise child maps to the
PeripheralName in the Service table on the ICM Enterprise parent.

You can use this mapping process to locate the corresponding Service records on the ICM
Enterprise parent for a call type record on the IPCC Enterprise child.

The figure that follows shows an example of data mapping.

Figure 19: Data Mapping between IPCC Enterprise Child and ICM Parent

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)