Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Processes on the PG interpret messages on the peripheral and provide data to Unified ICM as follows:
1
By extracting status information from the peripheral through the peripheral's proprietary CTI interface,
2
By normalizing that information and converting it into the format that Unified ICM uses,
3
By forming database objects (Call object, Agent objects, Routing objects, and so forth) from the information,
and
and
4
By passing the normalized data to the CallRouter.
Related Topics
Different Unified ICM deployments, on page 197
Peripheral gateway processes
Peripherals in Cisco Unified Contact Center deployments
In Unified CC deployments that use a Generic PG (which allows multiple peripherals of different types to
reside inside a single PG), or separate PGs for Unified CM and the VRU, Unified CM and the VRU appear
as separate peripherals to the software. Each time a task switches between Unified CM and VRU peripherals,
it appears as a new task to the system.
reside inside a single PG), or separate PGs for Unified CM and the VRU, Unified CM and the VRU appear
as separate peripherals to the software. Each time a task switches between Unified CM and VRU peripherals,
it appears as a new task to the system.
From a reporting perspective, this separation has an impact on how and when data is collected:
• A call that comes into Unified CM, is then transferred to the VRU, and then back to an agent looks like
three separate tasks (calls). A Termination_Call_Detail is written for each call.
• A call that is queued to a skill group or Precision Queue and later answered by an agent is not considered
as offered to a skill group or Precision Queue until the call is answered.
In this deployment, data is collected as follows:
• A call that comes into Unified CM, is then transferred to the VRU, and then transferred back to an agent,
looks like a single call to the Unified ICM/Unified CCE/Unified CCH software. A single
Termination_Call_Detail is written.
Termination_Call_Detail is written.
• A call is considered as offered to a skill group or Precision Queue when the call is queued to a skill
group or Precision Queue.
Administration & Data Server and Administration Client
Administration & Data Server
The data that is available for reports is determined by the role selected at setup for the Administration & Data
Server. The Administration & Data Server was formerly named the Distributor Admin Workstation (AW).
Server. The Administration & Data Server was formerly named the Distributor Admin Workstation (AW).
Depending on the setup selection, the Administration & Data Server can capture some or all of the following:
• Real time data
• Historical data
• Configuration data
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise & Hosted
Release 9.0(1)
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Administration & Data Server and Administration Client