Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

Figure 20: Child Skill Group/Parent Service

On the Unified ICME 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 Unified ICME parent, use “ICM
Templates” in WebView in the Services category. To measure customer experience at the
Unified CCE child, use the “IPCC Templates” under Call Type category in the WebView
reporting system.

Mapping Data between the Unified CCE Child and Unified ICME Parent

When the Unified CCE child maps a Call Type to a Unified ICME Service, the following
attributes are passed from the Call_Type table to the Service table:

•

The CallTypeID in the Call_Type table on the Unified CCE child system maps to the
PeripheralNumber in the Service table on the Unified ICME parent.

•

The EnterpriseName in the Call_Type table on the Unified CCE child maps to the
PeripheralName in the Service table on the Unified ICME parent.

You can use this mapping process to locate the corresponding Service records on the Unified
ICME parent for a call type record on the Unified CCE child.

The figure that follows shows an example of data mapping.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)