Cisco Cisco IP Contact Center Release 4.6.2 Guida All'Installazione

threshold” in the global settings for Call Types on the IPCC Enterprise child system,
differences could arise between abandon counts on the two systems. A call might be
considered as abandoned on the ICM Enterprise parent and as a Short Call on the IPCC
Enterprise child and vice versa.

Answered Short Calls: Similar to abandoned short calls, answered short calls can also
cause a difference in reporting. Answered short calls apply to the skill group and the agent
skill group database tables. This is the minimum amount of time that the call is connected
to the agent. The short call timer starts when the agent answers the call. CallsAnswered
is updated for these calls. However, the ShortCalls fields within the skill group and agent
skill group tables are also incremented. The call is reported both as handled as a short call.
It is important to ensure that the “Answered Short Call threshold” configured on the IPCC
Gateway Peripheral on the ICM Enterprise parent matches the “Answered Short Call
threshold” configured on the IPCC System peripheral configured on the IPCC Enterprise
child.

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Agent Reporting: If you are using the ICM Enterprise parent system to report on agents
it is important to consider the following configurations.

Ensure that the Agent reporting is enabled on the IPCC Gateway peripheral on the ICM
Enterprise parent system and identify the Admin Workstation distributor in the Agent
Distribution list when configuring the IPCC Enterprise Gateway peripheral. If these
configurations are not done then the WebView that is used for reporting on the ICM
Enterprise parent system will not show any agent data.

If you plan to use Agent Team reports on the ICM Enterprise parent system and expect
them to report similar to the IPCC Enterprise child system then it is important to configure
Agent Teams and the Agent Team Members on the ICM Enterprise parent to match the
Agent IPCC Enterprise child systems.

If you plan to report on “Not Ready reason Codes” on the ICM Enterprise parent system
then it is important to configure the following on ICM Enterprise parent:

a. Configure the Not Ready reason codes in the ICM Configuration tool. Enter the numeric
and text value for each reason code. For example, if you want Not Ready reason code 1
to equal Break, enter 1 for the Reason Code and Break for Reason Code Text. These codes
need to match and must be identical as configured on the IPCC Enterprise child system.

b. Ensure that agent event detail is enabled on the IPCC Enterprise Gateway PG that is
configured to talk to the IPCC System PG on the IPCC Enterprise child.

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Mapping of Call Types and Services: The Call Types on the IPCC Enterprise child are
auto configured as Services on the ICM Enterprise parent. However Call Types are not
specific to peripherals, whereas, Services are. If you have an IPCC Enterprise child that
has two IPCC System PGs (peripherals), ensure that you have not configured call types
that span these two peripherals. If you configure a Call Type that spans peripherals on the
IPCC Enterprise child, these are configured as two services on the ICM Enterprise parent
system, one for each peripheral. Hence, a single call type on the IPCC Enterprise child
will map to two different Services on the ICM Enterprise parent resulting in reporting
differences.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)