Cisco Cisco ICM Web Tools User Guide
Two Models of Reporting
The PIM is responsible for general monitoring functions that include accessing data on the
peripheral regarding agent groups, service, routes, trunk groups, and agents.
peripheral regarding agent groups, service, routes, trunk groups, and agents.
The level of data provided by the PIM is determined by the types of CTI links available on the
peripheral. The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate
data CTI feed, or both. In general, an event-based CTI feed provides more data and capabilities
than an aggregate data CTI feed.
peripheral. The PIM can retrieve ACD statistics by using an event-based CTI feed, an aggregate
data CTI feed, or both. In general, an event-based CTI feed provides more data and capabilities
than an aggregate data CTI feed.
Event-Based Reporting
An event-based PIM (for example, the Aspect Event Link PIM) connects to a CTI link that
provides call events and agent state events.
provides call events and agent state events.
Event-based PIMs base their data on agent and call state transitions reported from the ACD.
These PIMs convert CTI events received from the switch to CSTA-based OPC API messages,
which can then be forwarded to OPC. The OPC constructs the routing and monitoring data from
these events.
These PIMs convert CTI events received from the switch to CSTA-based OPC API messages,
which can then be forwarded to OPC. The OPC constructs the routing and monitoring data from
these events.
Aggregate-Based Reporting
Some aggregate-data PIMs connect to CTI links that provide aggregate skill group, service, and
route statistics. The aggregate-data PIM works by polling the ACD for certain data supported
over the switch vendor’s CTI link. The aggregate PIM reports to OPC those data components
that are required to build the OPI data elements.
route statistics. The aggregate-data PIM works by polling the ACD for certain data supported
over the switch vendor’s CTI link. The aggregate PIM reports to OPC those data components
that are required to build the OPI data elements.
When the PIM detects a change, it updates OPC, which informs the Router of the changed
values. ACD-specific data is supported by a passed-through API defined in the OPC interface.
OPC sends the data to the Router to be stored in the Central Database. Pass-through data requires
that the database define the table format of the records.
values. ACD-specific data is supported by a passed-through API defined in the OPC interface.
OPC sends the data to the Router to be stored in the Central Database. Pass-through data requires
that the database define the table format of the records.
The ARS PG
The ARS PG must be installed on a separate, dedicated server, co-located with CTI Server and
CTI OS, and must be the only PG on that server.
CTI OS, and must be the only PG on that server.
Processes on the ARS PG described below.
PIM on the ARS PG
With the ARS PG, the role of the role of the PIM changes as follows:
•
to perform the following operations: dial plan address translation, telephony device reporting,
telephony device call control, and agent state transition validation.
telephony device call control, and agent state transition validation.
•
to receive new configuration objects, such as for DeviceTargets and AgentDeskTopSettings,
as well as an updated version of the agent object.
as well as an updated version of the agent object.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
14
Chapter 1: System Architecture and Reporting
Peripherals and Peripheral Gateways