IPCC 6.0 statistic

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Jan 22nd, 2008
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Hi. We use ipcc 6.0 and where are script that handle calls, call vru scripts and redirect call to skillgroup. Where are NetQTime field in HDS, does any body now from what time this parametr calculated -- from start of call or from queue call to skillgroup.

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Riccardo Bua Tue, 01/22/2008 - 01:16
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Hi,


please be aware that you are running a rather old release and being at the latest Service Release might help you overcome quite some bugs in this area.


This document should give you all the needed info:


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting6_0/user/guide/ipce60rg.pdf


Regards,


Riccardo


PS. Please remember to rate useful posts.



daemon_sid Tue, 01/22/2008 - 01:58
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Thank's for answer. But where are no such infomation in this document.

Riccardo Bua Tue, 01/22/2008 - 02:08
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Sorry for this, I would have expected it to be documented there too, anyway here it is:


http://www.cisco.com/application/pdf/en/us/guest/products/ps1001/c1225/ccmigration_09186a0080226205.pdf


Cisco ICM/IP Contact Center Enterprise

Edition Database Schema Handbook

ICM/IP Contact Center Enterprise Edition Release 6.0(0)


NetQTime Time in seconds the call spent in a network router queue.

For IPCC Enterprise or translation routed calls,

NetQTime is included in the computation of

answer wait time.

For legacy ACDS, OPC does nothing with the

NetQTime other than put it in the

Termination_Call_Detail record.


Regards,


Riccardo


Zin.Karzazi Tue, 01/22/2008 - 02:24
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NetQTime:

Time in seconds the call spent in a network router queue.For IPCC, NetQTime is included in the computation of answer wait time.For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record.


Represents the time the call spent on Network Queue in the CallRouter. The LocalQTime field is used for local ACD queuing.


YOu can find it under: Termination_Call_Detail and Route_Call_Detail Table.


daemon_sid Tue, 01/22/2008 - 02:42
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If caller listen to IVR script(RunExtScript) , but his not in Queue to skill group does NetQTime increase?

Zin.Karzazi Tue, 01/22/2008 - 03:24
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The ICM Central Controller continues to execute the script. The next node in the script is a

RUN VRU node which instructs the IVR to play an announcement or music file to the caller.

The next node executed is a Queue to Skill Group node. The ICM Central Controller then

queues the call to the skill group.


RouterCallsQueued is incremented for the skill group at the ICM Central Controller, which sends a VRU queued event to the IVR PG. This message tells the IVR PG that the call has now been queued so that it can stop the delay time and start the Queue time for the call.

DelayTime is calculated and LocalQTime is started for the TCD record.


Cisco ICM Software

IPCC Reporting Cisco ICM Software Release 4.6(2)


You should get this DOc, really very well explained. Although it s 4.6 IPCC but much of it is the same as 6.0

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