Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
To Parent from Call
Data update and
other events.
Data update and
other events.
To Child in Route
Select
Select
To Parent in Route
Request
Request
Item
Yes
Yes
Yes
Call Variables 1-10
Yes
Yes
Yes
ECC Variables
No
No
Yes
ANI
No
No
No
ANI_II
No
No
Yes
User To User Info
No
No
Yes
Dialed Number (DNIS)
No
No
Yes
Caller Entered Digits
(CED)
(CED)
Yes
No
No
Call Wrapup Data
Reporting in IPCC Gateway Deployments
There are two levels of reporting in IPCC Gateway deployments:
•
ACD (child)
•
Enterprise (parent)
The addition of the IPCC Gateway PGs does not affect the reports on the ACD level; Unified
CCE and Unified CCX reports can be run and accurately reflect the state of their respective
systems.
CCE and Unified CCX reports can be run and accurately reflect the state of their respective
systems.
However, the data that the child system feeds to the parent through IPCC Gateway will not
always correlate on both systems, and this affects the reports on the enterprise level. In some
instances, discrepancies are due to timing period issues; in others, they occur because the IPCC
Gateway does not populate certain database fields.
always correlate on both systems, and this affects the reports on the enterprise level. In some
instances, discrepancies are due to timing period issues; in others, they occur because the IPCC
Gateway does not populate certain database fields.
See Also
For complete details about the differences between report data in child and parent systems, see
Upgrading to Use an IPCC Gateway Solution
If you have previous versions of Unified ICME/Unified CCE software or Unified CCX software
and would like to upgrade so you can use an IPCC Gateway solution, upgrade each product in
the IPCC Gateway solution before integrating the parent and child software and installing the
PG.
and would like to upgrade so you can use an IPCC Gateway solution, upgrade each product in
the IPCC Gateway solution before integrating the parent and child software and installing the
PG.
For example, if you have Unified CCE 7.0 and would like to upgrade to Unified CCE 7.2, you
must upgrade all of the software products in that solution; that is, you need Cisco Unified
must upgrade all of the software products in that solution; that is, you need Cisco Unified
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
19
Chapter 1: About IPCC Gateway
Reporting in IPCC Gateway Deployments