Cisco Cisco IPCC Web Option Technische Referenzen
16
Overview
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script have corresponding applications against which performance
information is gathered.
information is gathered.
For example, a call center might have two scripts in addition to the master
script, perhaps a “Sales script” and a “Service script.” All performance
information (e.g., calls answered, calls abandoned) for calls being handled
by the Sales script are pegged against the corresponding Sales application.
script, perhaps a “Sales script” and a “Service script.” All performance
information (e.g., calls answered, calls abandoned) for calls being handled
by the Sales script are pegged against the corresponding Sales application.
Note that the application associated with a call is determined by the first
primary script that is executed for that call. That is, the application
associated with a call does not change if the first primary script transfers
control to another primary script.
primary script that is executed for that call. That is, the application
associated with a call does not change if the first primary script transfers
control to another primary script.
A NCCM server system implements skills-based routing through skill set
assignment. Agents can be assigned to multiple skill sets, and calls can be
queued to multiple skill sets
assignment. Agents can be assigned to multiple skill sets, and calls can be
queued to multiple skill sets
TPF
1
FPT
.
1.1.3.
62B
Swap Feature in Aura Contact Center ACD
The Swap feature enables the agents to swap, or exchange between the
customer calls and the consult calls, both from hardphones as well as
softphones.
customer calls and the consult calls, both from hardphones as well as
softphones.
The Swap feature deploys a CTI toolbar with Unified ICM, offering most
of the phone set functionalities. One of the most important functionalities
is that it allows the agent to swap or alternate between primary and consult
calls during a Consultation Call.
The agent performing the transfer must carry out a swap, or alternate
between the primary key (ACD or DN) and the secondary key of transfer.
On the phone set, a swap can be performed by using the transfer or
primary key of the used line (ACD or DN).
of the phone set functionalities. One of the most important functionalities
is that it allows the agent to swap or alternate between primary and consult
calls during a Consultation Call.
The agent performing the transfer must carry out a swap, or alternate
between the primary key (ACD or DN) and the secondary key of transfer.
On the phone set, a swap can be performed by using the transfer or
primary key of the used line (ACD or DN).
TP
1
PT
Calls are no longer queued to ACD-DNs as they were in previous Nortel
products.