Cisco Cisco IPCC Web Option Betriebsanweisung

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)

Chapter 1 About Contact Center Reports

The WebView Template Selection Window

In the WebView template selection window, you can select to have only the IPCC templates
displayed, only the ICM templates displayed, or both.

Custom (InfoMaker Generated) Reports

The template selection boxes can also be used for Custom (InfoMaker generated) reports. If
an InfoMaker generated report name is prefixed with:

•

“ipcc_", then that report will be listed with the IPCC templates.

•

"both_", then the report will be listed under both IPCC templates and ICM

templates.

•

“olds_", or has none of the preceding prefixes, then it will be listed under ICM

templates.

Multimedia Task Details

When the application instance requires IPCC/ICM to assign a task to an agent, it sends a
NewTask message to the MR PG via Media Routing interface.

1. IPCC/ICM finds an agent, and sends a DoThisWithTask message.

2. IPCC/ICM receives an OfferTask or a StartTask message from the application instance

within the TaskStartTimeout (MRD-specific time period).

Multimedia Tasks

Task Status

Description

Offered

When the Agent PG receives an OfferTask
message for the task.

Starts

When the Agent PG receives a StartTask
message for the task.

Paused

When the Agent PG receives a PauseTask
message for the task.

Ends

When the Agent PG receives an EndTask
message for the task.

Offered a task

When the Agent PG receives an OfferTask
message for the task that specifies that
agent.

Starts a task

When the Agent PG receives a StartTask
message for the task that specifies that
agent.

Pauses a task

When the Agent PG receives a PauseTask
message for the task that specifies that
agent.

End a task

When the Agent PG receives an EndTask
message for the task that specifies that
agent.