Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung

For each task flow, a single task, such as a voice call or Web collaboration chat session, passes through
several reporting entities. Reporting entities are objects configured in ICM software, including Call Types,
Services, Skill Groups, and Agents. These entities capture particular information about the task. IPCC
Enterprise reporting entities are described in the following table.

The Call Type object determines which routing script to run for
a particular task. The Call Type is matched to a Dialed Number
for voice calls, or a Script Selector for non-voice calls.

Call Type

For voice calls, a call type can be comprised of caller entered
digits (CED) and calling line ID.

For non-voice calls, call types can be comprised of the script
selector, AppString1, and AppString2.

The Service identifies a function that the contact center provides.
A Service associated with VRU applications tracks application

Peripheral VRU Service - Service associated with VRU
application(s)

activity including queueing, self-service and information
gathering.

Note that if you are using ISN, you only configure one or two
services, depending on your configuration.

A Skill Group represents a group of agents, who might be grouped
together because of common expertise, common skill level, or
other business reasons.

Skill Group

An agent is a person who handles tasks in a contact center.

Agent

The following table illustrates the reporting entities that are traversed by different kinds of tasks.

yes

yes

yes, if the call goes to the
VRU

yes

ICM-routed voice call
using Queue to Skill
Group script node

yes

yes, default skill group

no

no

Incoming voice call to an
agent's direct extension