Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help

The call type templates list call type statistics. Use the call type reports to ensure 

that your system is performing optimally. Do tasks go through as planned or could 

there be error conditions? For example, in your reports, you might want to display data 

such as the number of tasks of a certain call type that used default routing during a 

specified interval. 
A call type is a category of incoming ICM routable tasks. Each call type has a 

schedule that determines which routing script or scripts are active for that call type 

at any time.
There are two classes of call types: voice (phone calls) and non voice (for example, 

e-mail and text chat). Voice call types are categorized by the dialed number (DN), 

the caller-entered digits (CED), and the calling line ID (CLID). Non voice call types 

are categorized by the Script Type Selector, Application String 1, and Application 

String 2.
This section describes the following:

Call Type Database Tables

Call type data is stored in the Call_Type_Real_Time and the Call_Type_Half_Hour 

tables. To arrive at daily values, ICM software sums the Call_Type_Half_Hour rows 

for each day.

Call Type Templates

The following table lists all the ICM Call Type report templates that WebView

provides. Each of these templates can be used in an IPCC environment, a few of 

them can be used only in an IPCC environment, and most of them can be used in 

either an IPCC or a standard ACD environment. Click the template name for a 

detailed description.