Cisco Cisco IPCC Web Option

Late Threshold

A threshold value (in milliseconds) for classifying responses as late. Any response that exceeds
this threshold is considered late even if it does not exceed the Timeout Threshold.

Timeout Limit

The system software is designed to be a highly reliable system. Distributed duplicated hardware
and software fault-tolerance ensure very high availability. However, the NIC uses a timeout
limit to provide a safety net to ensure that your calls continue to be routed even if the system
software were to become completely unavailable. If the routing client receives no responses
from the system software within the timeout limit (and a minimum number of requests have
been made), it stops sending requests to the system software. You can set the minimum number
of requests that must be made (the consecutive timeout limit) when you set up the NIC software.
The default is 10.

When a routing request first exceeds the timeout threshold, the NIC for the routing client starts
a timer. If the timer reaches the timeout limit before the routing client receives any on-time
routing responses from the system software, then the NIC tells the routing client to stop sending
routing requests to the system software. An on-time response is a response within the timeout
threshold. You can specify the timeout limit in seconds. For example, for AT&T ICP connections,
set the timeout limit to 10 seconds.

Abandoned Call Wait Time

When a call is delivered to a peripheral, the caller might be placed in a queue waiting for an
agent to become available. Normally, if the caller hangs up before being connected with an
agent, the call is considered abandoned. A high number of abandoned calls might mean that
you are losing business because callers are being made to wait too long.

However, if a caller hangs up almost immediately after being placed in a queue, you might not
want to count that as an abandoned call. In these cases, caller impatience or excessive queue
times are not the problem; the caller probably hung up for another reason. Tracking these as
abandoned calls can be misleading.

Therefore, you can specify a minimum amount of time that a caller must wait before the call
can be considered abandoned. This value is called the abandoned call wait time. You can set
this value for each peripheral. A typical value might be 10 seconds. This would mean that if the
caller hangs up in the first 10 seconds, the call is not considered abandoned, nor is it counted
as a call offered. If the caller waits at least 10 seconds and then hangs up, the call is counted as
both offered and abandoned. (In the real-time data, a call is counted as offered as soon as it
arrives at the peripheral. Therefore, a short call might appear as a call offered in the real-time
data, but is not counted as offered in the historical data.)

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)