Cisco Cisco IP Contact Center Release 4.6.2 Betriebsanweisung

Tasks can be either internal or external. Internal tasks are calls made to an agent from another person on
the same Cisco CallManager cluster. Internal tasks are also calls that encounter busy or an overflow
conditions in a script. For example, calls whose Call Type is requalified in a script "overflow" from the
first call type into second call type. Overflow might occur in VRU application scripts, where Call Type
requalify is used to separate information gathering from queuing, or, if ISN is the VRU, in Redirection
on No Answer situations in which the Router requalifies the call type to assign the call to a different
agent.

External tasks are tasks that go through a voice gateway or Media Routing PG or tasks that are routed to
an agent from a person on a different Cisco CallManager cluster. For example, calls from customers go
through voice gateways to reach the contact center and are considered external. Only Voice calls can be
external or internal; single-session chat, multi-session chat, eMail, and Blended Collaboration task are
always external.

In addition to being internal or external, tasks can be incoming or outgoing. An incoming task is a task
that an agent receives. An outgoing task is a call that an agent places. For example, if a customer calls
an agent, the call is incoming for the agent. If an agent calls a supervisor, the call is outgoing for the
agent. Voice calls can be either incoming and outgoing; single-session chat, multi-session chat, eMail,
and Blended Collaboration task are always incoming.

For Voice calls only, agents can also transfer calls, receive transferred calls, place consultative calls, and
engage in conference calls.

The following table describes the tasks that an agent can receive and place and how they are reported.

Direct In

Calls that are not routed by an ICM routing
script. Incoming Direct Tasks are tasks that

Incoming direct calls

come directly to the agent’s extension.
These calls can be either internal (agent or
device on same CallManager cluster or
within the VoIP network to another
CallManager cluster) or external (through
a voice gateway).

Examples of this kind of call include: calls
that are directly transferred by another
agent without going through a script and
calls that resulted from agent-to-agent
calling.

Data for these calls are stored in the
InternalCallsRcvd fields of the
Agent_Skill_Group_Half_Hour historical
database table.

External Out Tasks

Calls initiated by agents from their
extension that pass through a voice

Outgoing external calls

gateway. Outgoing External Tasks are
always voice tasks.

Consult, conference out, and transfer out
calls are counted as outgoing external calls