CIM to ICM Object Mappings

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Contents

Queue Differences

Integrated and Standalone queues will have different tabs in the property pane of the Administration Console.

  • For Standalone Queues, users and groups can be associated through a Relationships tab

AddAgentToQueue.png

  • With Integrated queues, the Relationships tab is greyed out.

CantAddAgentToQueue.png


Integrated Relationships

MappingsChart.PNG

EIM/WIM UCCE
Queue Maps To MRD + Script Selector pair
^ Skill Group (Belongs to MRD)
User

(Queue relationship based on UCCE Skill Group membership)

Maps To ^^ Agent (Belongs to Skill Group)
  • Queue = MRD + Script Selector pair
  • Skill Group belongs to MRD
  • UCCE Agent belongs to Skill Group
  • EIM/WIM User = UCCE Agent
  • EIM/WIM User becomes associated with EIM/WIM queue based on UCCE Agent's Skill Group membership

Notes

  • An MRD can have multiple queues, because you can have multiple script selectors. A queue is a MRD and script selector pair.
  • An application instance identifies the IP address of an EIM/WIM deployment that is integrated with UCCE. It is required for downloading configuration objects UCCE and mapping them to EIM/WIM.
  • An application path is required to open a communication channel with a CTI server, associated with an Agent PG, for agent and task status reporting.
  • A media class is required for creating Media Routing Domains (MRDs). It helps categorize the MRDs based on media type (i.e. email)
  • An MR PG handles new activity routing requests initiated by Cisco Unified Interaction Manager, over the connection established by the embedded MR PIM (side A or side B).

Concurrent Task Limits in an Integrated Environment

  • Concurrent task limits must be managed on a per queue, per user basis.

ConcTasks.png

  • Concurrent Task Limit for agents in integrated queues is stored in the eGActiveDB:
select * from egicm_concurrent_task
  • When an agent is skilled to a queue, their concurrent task limit is set to 1 by default. No entry is made in the egicm_concurrent_task table for this default.
  • When an agent's concurrent task limit is adjusted to something other than 1, an entry is made in the egicm_concurrent_task_table.

EntriesCreated.png

  • If the agent's adjusted concurrent task limit is set back to 1 by the administrator, the entry of 1 will remain in the table.

EntriesResetTo1.png

  • Note that if an agent is removed from a queue and then re-added to it, all entries for that agent's user_id are deleted from this table, and all concurrent task limit mappings are lost.

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