Cisco Cisco Unified Contact Center Enterprise 9.0(1)
Serviceability Best Practices Guide for Unified ICM/Unified CCE & Unified CCH
©2012 Cisco Systems, Inc.
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Y
Reservation Call Count
The Dialer places calls to agents to reserve them for
use while attempting to contact available customers.
This counter tracks how many reservation calls were
placed today.
use while attempting to contact available customers.
This counter tracks how many reservation calls were
placed today.
Y
Answering Machine Call
Count
Count
A campaign can be enabled to differentiate between
live voice and answering machines. This counter
tracks how many answering machines were detected
today.
live voice and answering machines. This counter
tracks how many answering machines were detected
today.
Y
Customer Answered Call
Count
Count
A campaign can be enabled to differentiate between
live voice and answering machines. If answering
machine detection (AMD) is enabled for a campaign
this counter increments when live voice is detected.
If AMD is disabled, then all connected calls that are
not FAX are identified as live voice. Direct Preview
calls are identified as voice or AMD by the agent.
This counter is reset daily at midnight.
live voice and answering machines. If answering
machine detection (AMD) is enabled for a campaign
this counter increments when live voice is detected.
If AMD is disabled, then all connected calls that are
not FAX are identified as live voice. Direct Preview
calls are identified as voice or AMD by the agent.
This counter is reset daily at midnight.
Y
Customer Not Answered Call
Count
Count
The Dialer attempts to contact customers. This
counter tracks how many attempts resulted in no
answer condition. This counter is reset daily.
counter tracks how many attempts resulted in no
answer condition. This counter is reset daily.
Y
Error Call Count
The Dialer attempts to contact customers. This
counter tracks how many attempts resulted in a
network error condition which includes no ring-
back, no dial tone, and call disconnected from the
network before ring no answer time out was
exceeded.
counter tracks how many attempts resulted in a
network error condition which includes no ring-
back, no dial tone, and call disconnected from the
network before ring no answer time out was
exceeded.
Y
Number of attempted calls per
second
second
This counter tracks how many calls per second the
Dialer is placing rounded to the nearest integer. If
the dialing rate is too high, it can result in network
congestion on the voice network that can result in
inefficient dialing.
Dialer is placing rounded to the nearest integer. If
the dialing rate is too high, it can result in network
congestion on the voice network that can result in
inefficient dialing.
8.4.12 Message Delivery Service
Table 8-19: MDS Client Counters
Performance Object: Cisco ICM MDSCLIENT
Counter Instance: “{Instance Name}”
Always
ON?
ON?
Counter Name
Description
N
Client Handle ID
Handle for this MDS client. It is used to uniquely
identify the MDS client connected to the MDS
process.
identify the MDS client connected to the MDS
process.
N
Now Message Received
Number of messages received by the MDS client per
second.
second.
N
Now Message Sent
Number of messages sent by the MDS client per
second.
second.
N
Now Bytes Received
Number of bytes received by the MDS client per