Cisco Cisco IPCC Web Option インストールガイド

Note: In the ICM Enterprise parent with IPCC Enterprise child deployment model, it is important
to pay close attention to comments in the IPCC Enterprise Reporting Guide regarding IPCC
Enterprise with System PG. These comments highlight the differences in reporting data collection
under different deployment models used for IPCC Enterprise. An IPCC Enterprise with IPCC
System PG is the only supported deployment model for the IPCC Gateway feature.

The presence of an IPCC Enterprise Gateway PG does not affect the reports on the ACD level;
you would run IPCC Enterprise reports on the child to monitor the state of the ACD (child)
system.

However, to get enterprise-level reporting across IPCC Enterprise children (ACDs) you need
to run ICM reports at the ICM Enterprise parent.

The following table provides a brief outline of the reporting options on the parent and child
systems for each IPCC Enterprise Gateway deployment model.

Reporting Options, IPCC Enterprise Gateway Deployment Model

The Agent and Skill Group
reports on the ICM

Each IPCC Enterprise with an
IPCC System PG child system

The ICM Enterprise parent has
its own reporting components,

Cisco ICM Enterprise
parent/ IPCC Enterprise

Enterprise parent do not

has its own individual reporting

such as Historical Data Server

with an IPCC System
PG

reflect reporting statistics

components (HDS/AW/
WebView).

(HDS), Admin Workstation
(AW) and WebView.

for the Outbound Option
dialer, and Multimedia
(Email, Single Session

Local site-level supervisors and
call center managers can use

Regional or call center managers
can use "ICM Templates"

• Can have more than

one child; ICM treats

Chat, Multi-Session Chat
and Blended Collaboration)

"IPCC Templates" WebView
Reports on each IPCC Enterprise

WebView Reports on the ICM
Enterprise parent for

each child as a
separate ACD.

tasks that are handled by
agents in the IPCC
Enterprise child.

with an IPCC System PG child
for local agent performance and
customer experience
measurement.

enterprise-wide reporting across
multiple IPCC Enterprise with
IPCC System PG children.

• For details on this

model, see Chapter 1.

Outbound Option reports at
the ICM Enterprise parent
WebView will not reflect
Outbound Dialer Campaign
or Dialer statistics that are
reported on the child.

In this deployment the child
IPCC Enterprise System

The receiving IPCC Enterprise
system has its own component

Each ICM Enterprise parent has
its own reporting components.

Multiple ICM (parents)
connected to Single

has two peripherals (IPCC

(HDS/AW/WebView) and

For example, each Outsourcer

IPCC Enterprise system

System PGs) each talking

provides reporting on agent

has its own individual ICM

through individual IPCC

to different ICM Enterprise
parents.

performance and customer
experience on calls routed to the

Enterprise parent with its own
reporting components

System PGs; for
example, multiple

IPCC Enterprise child from
multiple ICM Enterprise parents.

(WebView). The outsourcer can
use "ICM Templates" in

Outsourcers sending
calls from their ICM

Note: The child IPCC
Enterprise should not set up

WebView to see information on

Enterprise parent to a

call types that span the two
peripherals.

the call it sends to the IPCC
Enterprise child (Provider). Each
ICM Enterprise parent can only

single IPCC Enterprise
child (Provider).

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)