Руководство По Установке для Cisco Cisco IPCC Web Option

under different deployment models used for Unified CCE. A Unified CCE 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 Unified CCE reports on the child to monitor the state of the ACD (child) system.

However, to get enterprise-level reporting across Unified CCE children (ACDs) you need to
run Unified ICME reports at the Unified ICME 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.

The Agent and Skill Group
reports on the Unified

Each Unified CCE with an IPCC
System PG child system has its

The Unified ICME parent has its
own reporting components, such

Unified ICME parent/
Unified CCE with an
IPCC System PG

ICME parent do not reflect

own individual reporting

as Historical Data Server (HDS),

reporting statistics for the

components (HDS/AW/
WebView).

Admin Workstation (AW) and
WebView.

Outbound Option dialer,
and Multimedia (Email,

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; Unified
ICME treats each

Single Session Chat,
Multi-Session Chat and
Blended Collaboration)

"IPCC Templates" WebView
Reports on each Unified CCE

WebView Reports on the
Unified ICME parent for

child as a separate
ACD.

tasks that are handled by
agents in the Unified CCE
child.

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

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

• For details on this

model, see Chapter 1.

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

In this deployment the child
Unified CCE System has

The receiving Unified CCE
system has its own component

Each Unified ICME parent has
its own reporting components.

Multiple Unified ICME
(parents) connected to

two peripherals (IPCC

(HDS/AW/WebView) and

For example, each Outsourcer

Single Unified CCE

System PGs) each talking

provides reporting on agent

has its own individual Unified

system through

to different Unified ICME
parents.

performance and customer
experience on calls routed to the

ICME parent with its own
reporting components

individual IPCC System
PGs; for example,

Unified CCE child from multiple
Unified ICME parents.

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

multiple Outsourcers
sending calls from their

Note: The child Unified
CCE should not set up call

WebView to see information on

Unified ICME parent to

types that span the two
peripherals.

the call it sends to the Unified
CCE child (Provider). Each
Unified ICME parent can only

a single Unified CCE
child (Provider).

Note: For details see
Chapter 1.

see reporting information that is
associated with its own IPCC
Enterprise Gateway PG.

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