Cisco Cisco Administrative Workstation User Guide

selection algorithm simply by modifying the Unified ICM Script associated with the given
Call Type.

•

Translation routing scripts are used to route calls to the ARS PG by another PG.

In an ARI deployment, scripting on the PBX/ACD is limited to scripts for the Virtual VRU.
See the System Manager Guide Supplement for Avaya ARS PG.

See the ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for full details on scripting.

Using WebView with your ARI Deployment

The reporting statistics gathered for Unified ICM deployments with ARI are similar to the
statistics gather from Unified Contact Center (IPCC).

When you generate reports for the ARS PG and for the agents, skill groups, and other entities
associated with it, you need to select the IPCC report templates.

Figure 34: WebView Template Selection

IPCC reporting templates are supported for an ARI delployment, with the exception of the
Peripheral Service and the Trunk and Network Trunk Group templates.

If you are familiar with a traditional ICM environment and with using the WebView ICM report
templates, you might benefit from familiarizing yourself with IPCC reporting.

See the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions for details on IPCC
Reporting.

The Reporting Guide for Cisco IPCC Enterprise & Hosted Editions includes a discussion of
reporting in a hybrid deployment.