Document ID: 20408
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Symptoms
Cause
Resolution
Related Information
Introduction
This document addresses the problem of missing statistical data for average speed of answer (ASA), average handle time (AHT), calls queued, or calls offered in the Cisco Intelligent Contact Management (ICM) reports.
Prerequisites
Requirements
Readers of this document should have knowledge of these topics:
-
Cisco ICM Peripheral Interface Manager (PIM) configuration
-
Rockwell Spectrum configuration
Components Used
The information in this document is based on these software and hardware versions:
-
Cisco ICM version 4.x or later
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Conventions
For more information on document conventions, refer to the Cisco Technical Tips Conventions.
Symptoms
Cisco ICM reports do not include complete call statistics for ASA, AHT, calls queued, or calls offered.
Cause
Cisco ICM does not receive all the Spectrum call status messages due to missing Inform Host statements. Inform Host statements are added to Spectrum Automatic Calling Distributor (ACD) to generate events to the Peripheral Gateway (PG).
Resolution
Add all Inform Host statements toward the beginning of each telescript. This table describes the purpose of Inform Host statements:
|
Statement |
What it Does |
|---|---|
|
Inform Host on Arrival |
Add to Routing telescript to send Call Delivered messages from Spectrum to Cisco ICM. |
|
Inform Host on SI Digit For 'OFF_xx' |
Add to Application telescript to send Call Status message to Cisco ICM for Call Offered to Services. |
|
Inform Host on SI Digit for 'Q_xx' |
Add to Application telescript to send Call Status messages to Cisco ICM for Call Queued to Agent Groups. This entry is preceded by a "Delay 1 Seconds" entry, which follows a Queue Agent Group xx using 'xxxxxx' statement. |
|
Inform Host on SI Digit for 'CED' |
Add to Application telescript to make it possible to post-route a call based on the customer-entered digits. |
|
Inform Host on Call Status Digit |
Use in place of Inform Host on SI Digit statement. This statement does not require the 'OFF_xx' as this statement automatically informs Cisco ICM of call offered, queued- or customer-entered-digits collected. |
Related Information
| Updated: May 18, 2005 | Document ID: 20408 |