Cisco Cisco Unified Contact Center Enterprise 8.5(4) Installation Guide

How to Configure the IPCC Express Gateway PG in Unified ICME....................................................36
How to Install the IPCC Express Gateway PG ....................................................................................38
IPCC Express Gateway PG Setup and Time Synchronization............................................................40
Autoconfiguration between Unified CCX and Unified ICME................................................................40

Pre-Routing..........................................................................................................................................43
Post-Routing........................................................................................................................................43
Translation Routing..............................................................................................................................44
Scripting on the Unified CCX Child......................................................................................................45
Scripting on the Unified ICME Parent..................................................................................................47

High Availability with IPCC Express Gateway..........................................................................................48
Troubleshooting in an IPCC Express Gateway Deployment.....................................................................49

Using WebView to Generate Reports..................................................................................................52
Network Queuing and Reporting.........................................................................................................54

Naming Conventions for Mapping on the Parent.................................................................................59
What Is the Relationship between Unified ICME Parent Services and Unified CCE Child Call Types?.60
Understanding Similar Data Concepts in Unified CCE Child Call Type and Unified ICME Parent Service
Database Tables..................................................................................................................................62
About Service Levels on the Unified CCE Child and Unified ICME Parent.........................................64
Differences between Unified ICME Parent and Unified CCE Child Reporting.....................................65

Using Unified CCX and Unified ICME Reports....................................................................................68
Understanding Similar Data Concepts in Unified CCX Child and Unified ICME Parent Database
Tables..................................................................................................................................................68
Differences between Unified ICME Parent and Unified CCX Child Reporting.....................................78
Agent States on the Unified CCX Child and the Unified ICME Parent.................................................80
What is the Relationship Between Unified CCX and Unified ICME Reporting Entities?......................82

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