Cisco Cisco IPCC Web Option Betriebsanweisung

The Call Type object determines which routing script to run for a particular task,
and may represent a service that a contact center provides. 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 activity including queuing,
self-service and information gathering.

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

This does not apply to System IPCC
or ARI deployments.

Note that if you are using CVP, 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

Note: Outbound Option calls (outbound campaign voice calls) do not pass through the Call
Type reporting entity and Call Type data is not gathered for Outbound Option calls.

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

yes

yes, default skill group

yes, if the call goes to the
VRU

yes

ICM-routed call using
Agent-to-Agent script node

yes

yes. If the agent is not logged
into the skill group specified

yes, if the call goes to the
VRU

yes

ICM-routed call using Queue to
Agent script node

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)