Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida All'Installazione

Double counting in a Unified CCX Deployment

A call is placed to a route point, a script executes the Call Redirect step, and sends the call to
another route point. The report, instead of showing one inbound call, displays two separate
inbound calls.

None. However, the report will show two calls with the same sessionID but two sessionSeqNums.

A Unified CCX script using the Call Redirect step to send the call to the second route point.
Using the Call Redirect step in a Unified CCX script causes calls to be double-counted in reports.
This happens because the Redirect step internally creates two contacts (one for the initial inbound
call and the second for the Redirect step, which are counted as two separate inbound calls).

None. This issue occurs in all Unified CCX deployments, whether standalone or with IPCC
Gateway.

Data elements do not match

ACD database item yyy does not match the Unified ICME Schema element yyy.

None.

You are probably trying to match unlike data elements when comparing Unified ICME and
ACD data. If you attempt to match unlike elements from the Unified ICME and ACD, you will
see discrepancies in the reporting data.

Determine exactly which database table you are attempting to compare. This will help to ensure
that the comparison is matching like elements.

Some report columns are blank

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