Cisco Cisco Administrative Workstation User Guide

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A third-party VRU that supports service control and is connected to Unified ICM by a VRU
PG

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A VRU at the TDM Network that supports service control and is connected to Unified ICM
by a NIC

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For deployments where Unified ICM provides integration to an ACD for agent level routing
using the ARS PG, the ACD itself is used as the telephony platform that queues the call as
directed by the ICM.

Enterprise queues are an efficient way of routing a call in your enterprise network and are also
a cost-effective way to save on toll charges before terminating a call on the ACD.

How Calls Offered and Calls Queued are Incremented

The Skill_Group_Real_Time database tracks calls offered and calls queued in separate fields.

Therefore, there is no double counting of calls queued and offered at the ACD and calls queued
and offered at the network.

Reporting Considerations when using an Enterprise Queue

The use of enterprise queues affects Call Type, Skill Group, and Service reporting.

The reporting metrics that are affected include queued metrics, answered metrics, service level
metrics, and abandoned metrics.

The reporting of these metrics is also affected by whether or not the call was 

 when sent to an ACD.

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Some reporting metrics for skill groups and call types are applicable only if calls are translation
routed.

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Translation routing plays a significant role in the accuracy of reporting. Some reporting
metrics gathered for Call Types and skill groups are applicable only if calls are translation
routed. Calls can be translation routed either to a VRU Peripheral or to an ACD.

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Translation routing is primarily applicable when Unified ICM software is used for Enterprise
Routing to traditional ACDs and Cisco Unified System Contact Center. This includes
deployments connected to legacy ACDs using any supported TDM PG such as Aspect PG
and deployments connected to Cisco Unified System Contact Center using IPCC Gateway
PG. Translation Routing enables Unified ICM for cradle to grave reporting.

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For deployments where the Unified ICM provides integrations to an ACD for Enterprise
Routing the following is true:

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The Unified ICM system reports on ACD queue metrics.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)