Cisco Cisco IP Contact Center Release 4.6.1 Technical References

The JTAPI Subsystem reports “in service” if it can process calls and if all the configuration
you specify can be initialized.

It reports “out of service” if it is not configured, if the CTI Manager is down, or if all of its
configuration could not be initialized.

It reports “partial service” if some of its configuration could be initialize but not all of it.

When we are in a range, the IP-IVR simply increases the status by one for each subsystem
(except the JTAPI subsystem) it finds to not be in service.

These values are dependant upon the peripheral connected to the PIM.

All PIMs use the preiously discussed status codes, with the exception of the Galaxy, the
Avaya, and the IP IVR PIMs.

The Cisco Collaboration Server PIM receives its Status values from the Init event and the
Status event.

The VRU PIM receives its status values from the Init Event, the Status Event, and Poll
confirmation.

The Galaxy PIM uses the following bit-masked values:

–

- 0x01 Indicates GAL_CALLSIDE_DOWN.

- 0x02 Indicates GAL_REPORTSIDE_DOWN.

- 0x03 Indicates GAL_VARCTI_DOWN.

Example: A Status value of 3 indicates that GAL_CALLSIDE_DOWN and
GAL_REPORTSIDE_DOWN are true.

The Avaya PIM only uses four failure states:

0 = normal operation.

1 = failures that do not affect functionality.

32 = degraded operation (call routing still possible).

64 = failures that prevent call routing.

Service Fields

The ICM/IPCC software can use any of three formulas to calculate the service level for a service.

The formulas differ in the way they treat calls that were abandoned before the service level
threshold expired.

Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)