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Agent and Call State in ICM

Wayne Lockhart
Level 1
Level 1

I am working to create and test an integration to Cisco ICM 8.5 connected to an Aspect Unified IP CTI interface.   The solution will recieve agent and call events from Unified IP and consume them to understand the state of activity and available agents for the purpose of ICM making inbound call routing decisions.

To facilitate testing I would like to know how to (or if I can) access a real time report that reflects the agent and call states based on the events recieved from Unified IP.

1 Reply 1

Gergely Szabo
VIP Alumni
VIP Alumni

Hi,

certainly. Do you have access to the ICM Admin Workstation/Historical Database Server? There's a Microsoft SQL Server running there, containing the real time tables you're looking for.

G.