Cisco Cisco IP Contact Center Release 4.6.2 Betriebsanweisung

if they are outside the voice gateway, which
could include a Network IVR or on-premise
IVR that is connected via voice gateway or
remote agent extensions at another Cisco
CallManager site.

Agent-to-Agent dialing is outgoing external
if the agent initiating the call if the call
must traverse a voice gateway to get to the
destination agent.

Outbound Option calls are outgoing
external calls.

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

Internal Out Tasks

Calls initiated by agents from their
extension to another extension within the

Outgoing internal calls

Cisco CallManager cluster or to another
Cisco CallManager cluster within the VoIP
network. Outgoing Internal Tasks are
always voice tasks.

Consult, conference out and transfer out
calls are counted as outgoing internal calls
if they are placed to another device that is
on the same CallManager cluster. The
device could be any of the following:
another agent line, any other extensions to
the VRU and any IP phone or CTI route
point.

Agent-to-Agent calls are outgoing internal
for the agent initiating the call if the
destination agent is on the same Cisco
CallManager cluster as the source agent.

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

Tasks Handled

All calls that are routed to the agent by an
ICM routing script.

ICM-routed calls

Note that Tasks Handled includes all ICM
routed calls, including calls that are

Data for these calls are stored in the
CallsHandled fields of the

transferred and conferenced, and

Agent_Skill_Group_Half_Hour historical
database table.

consultative calls. Tasks Handled provides
a high level view of of all ICM routed tasks.