Cisco Cisco IPCC Web Option

Your options are to:

•

Retain the default from the MRD.

•

Check the Override MRD default box to unprotect the value and enter a new value in seconds
for the Peripheral Service level threshold.

For Service level type, check the box to override the default. Select from Abandoned Calls have
Negative Impact, Abandoned Calls have Positive Impact, and Ignore Abandoned Calls.

For a non-Unified CCE/CCH peripheral and a voice media routing domain, select from
Abandoned Calls have Negative Impact, Abandoned Calls have Positive Impact, and Ignore
Abandoned Calls. For other media routing domains, only Ignore Abandoned Calls, and it is
protected.

Click Save.

Configuring the Service Level for Skill Groups

To configure Service Level settings for a Skill Group:

In the Configuration Manager, select Explorer Tools > Skill Group Explorer.

Click Retrieve.

Select the Skill Group and click the Advanced tab.

The service level threshold defaults to that of the Peripheral.

Your options are to:

•

Keep the Service level threshold setting of the Peripheral.

•

Check the Override Peripheral default box to unprotect the value and enter a new value in
seconds for the Skill Group Service level threshold.

The service level type defaults to that of the Peripheral.

Your options are to:

•

Keep the setting of the Peripheral.

•

From the dropdown, change to: Abandoned Calls have Negative Impact, Abandoned Calls
have Positive Impact, or Ignore Abandoned Calls.

Click Save.

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