Cisco Cisco IPCC Web Option Betriebsanweisung

in the Queue to Agent node,
the default skill group is used.

To understand how reporting entities are used in reporting, consider an example of a typical
voice call. In this example, the routing script uses the Queue to Agent, TranslationRoutetoVRU,
Queue to Skill Group and LAA Select nodes.

Note that for IPCC Enterprise with the IPCC System PG and System IPCC deployments,
TranslationRoutetoVRU is not necessary. However, TranslationRoutetoVRU is required when
System PG with CVP is used for IPCC Enterprise and System IPCC deployments.

In the simplest scenario, a voice call comes into a CTI route point on the Cisco CallManager
and then either goes to an initial Call Type or is queued to an agent using the Queue to Agent
script node. If no agents are available, the call then goes to the VRU through the
TranslationRtetoVRU script node. After the call is sent to the VRU, the call is queued to a skill
group through the Queue to Skill Group node. At this point, the Skill Group is also affected by
this call. When an agent becomes available, the Agent is affected by this call. The route associated
with the peripheral agent service is also affected.

If agents are available when the call comes in, the call does not have to go the VRU. The call
is routed directly to the agent through the LAA Select node within the routing script. For this
task, the Agent and the default skill group are affected by this call.

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