Cisco Cisco IPCC Web Option Betriebsanweisung

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

Internal In

Calls that are not routed by an ICM/IPCC routing script. Incoming
Direct Tasks are tasks that come directly to the agent’s extension. These

Incoming
direct/internal calls

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
gateway. Outgoing External Tasks are always voice tasks.

Outgoing external
calls

Consult, conference out, and transfer out calls are counted as outgoing
external calls if they are outside the voice gateway, which could include
a Network IVR or on-premise IVR that is connected using 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.

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 Cisco CallManager cluster or to another Cisco CallManager cluster

Outgoing internal calls

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.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)