Cisco Unified Intelligent Contact Management Enterprise

Document ID: 29881

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Reason
Configuration
      Cisco ICM Version 4.5.x
      Cisco ICM Version 4.6.x and Later
Verification
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Related Information

Introduction

This document discusses the reason why Agent_Real_Time report has no data in Monitor ICR (ICM). The Agent_Real_Time table provides real-time statistics for an agent who is logged in currently. The Cisco Intelligent Contact Management (ICM) software generates an Agent_Real_Time record for each agent.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Microsoft Windows NT Operating System

• Cisco ICM functions

• Microsoft SQL database

Components Used

The information in this document is based on these software and hardware versions:

• Microsoft Windows NT 4 and Windows 2000

• Cisco ICM 4.5.x and later

• Microsoft SQL Query Utilities (Query Analyzer for Microsoft SQL Server version 7.0 or ISQL_W for Microsoft SQL Server version 6.5)

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.

Reason

By default, the Agent_Real_Time table is not sent to the Historical Data Server (HDS) Admin Workstation (AW) or the Distributor/AW. You must run the Configure ICR in Cisco ICM version 4.5.x, or the Configuration Manager in Cisco ICM version 4.6.x to request the Agent_Real_Time table transfer to the HDS/AW or the Distributor/AW. As soon as you enable the transfer, network traffic increases dramatically, and the bandwidth cannot support the increased traffic.

Configuration

To enable the Agent_Real_Time data transfer, you have to configure the Agent Distribution. The Agent Distribution configuration is different based on the version of Cisco ICM.

Cisco ICM Version 4.5.x

In order to configure the Distributor Site Name through Configure ICR, complete these steps:

1. On an AW, start Configure ICR. To do so, click Start > Programs > GeoTel Admin Workstation > Configuration ICR.

   The Configure ICR window is displayed.

2. From the menu bar, select Enterprise > Agent Distribution and Configure ICR.

   The Agent Distribution window is displayed.

3. Click Insert.

   The Agent_Distribution Configuration window is displayed.

4. Type the Distributor Site Name, select the Enabled radio button and choose the appropriate peripheral from the Peripheral list (see Figure 1).

5. Click Apply.

6. Click Done.

Cisco ICM Version 4.6.x and Later

In order to modify the Distributor Site Name through Configuration Manager, complete these steps:

1. On an AW, start Configuration Manager. To do so, click Start > Programs > Cisco ICM Admin Workstation > Configuration Manager.

   The Configuration Manager window is displayed.

2. Choose Configure ICM > Peripherals > Peripheral > PG Explorer.

   The Peripheral Gateway (PG) Explorer window is displayed.

3. Click Retrieve.

   The tree list box displays the name(s) of the retrieved PG(s).

4. In the tree list box, select the PG whose records you want to view.

   The configuration information for the selected PG displays in the tabbed fields on the right.

5. To view the record of a peripheral in the tree list box, expand the tree branch for the selected PG, and select the peripheral icon of the PG.

   The peripheral configuration information is displayed in the window on the right.

6. Click Agent Distribution.

7. Click New.

8. Enter the Distributor Site Name, and Check the Enabled check box (see Figure 2). This enables the flow of agent data from the peripheral to the distributor.

9. Click Save.

Verification

To verify the results, complete these steps:

1. On the Distributor AW, launch the Microsoft SQL query tool.

   Note: The query tool is ISQL_w for Microsoft 6.5, and it is the Query Analyzer for Microsoft SQL 7.0.

2. Connect to the Distributor database.

3. Run the select * from Agent_Real_Time query.

If no data is returned in the query results, open a service request with the Cisco Technical Assistance Center (TAC), through the TAC Service Request Tool.

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Related Information

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