Cisco Cisco Administrative Workstation Installationsanleitung

Call Type Reports

Reports generated from most categories operate as describe in the Reporting Guide for Cisco
Unified ICME and the WebView On-line Help. One exception is Call Type Reports, which have
a different behavior as described in this section.

A call type is a category of incoming routable tasks. When Unified ICME receives a route
request for a call, it first determines the Call Type of the call based on dialed number (DN),
caller entered digits (CED), or the calling line ID (CLID). Unified ICME finds the script currently
scheduled for that call type and routes it to the desired destination. A route represents the
destination for a call and the type of service to be provided to the caller. Every call routed to a
peripheral must have an associated peripheral service. As indicated in the "Services Reports"
section above, at the Unified ICME parent, regional and contact center managers use Service
reports to measure customer experience for individual Peripheral Services and Enterprise
Services.

Call Type reports on the Unified ICME parent help to determine the following:

•

Number of calls received by the call type to be routed to different peripherals (example:
Multiple Unified CCE children, or different ACDs)

•

Number of calls routed to different peripherals (example: Multiple Unified CCE children,
or different ACDs)

•

Number of calls that encountered routing errors.

However, there are a limited number of scenarios where Call Type reports might be used to
measure customer experience at the Unified ICME parent:

•

If you are using translation routing at the Unified ICME parent, then certain Call Type reports
might be useful in measuring customer experience associated with those translation routed
calls.

•

If you are using a network VRU at the Unified ICME parent for network queuing or network
prompting, then the Call Type reports are useful to provide information on the calls handled
by the VRU applications and also provide the queuing statistics. In an IPCC Gateway
deployment if you are queuing the calls at the network, then use Call Type reports on the
Unified ICME parent to report on the queuing statistics. The number of calls queued and the
network queue time will not be available at the Unified CCE child. For more details, refer
to the section 

Note: To determine which specific Call Type reports are applicable at the Unified ICME parent,
refer to the WebView On-line Help associated with each individual ICM Template available in
WebView under the Call Type Report category.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)