Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Message:
None
Cause:
This is expected behavior. The error count for the call is type is incremented for three events.
These events include:
•
An error occurs in the ICM script and a default route is not configured.
Examples of script errors include:
•
The calls enters a loop in the script and is executed in more script nodes that the
configuration allows and a default label does not exist.
configuration allows and a default label does not exist.
•
A call is queued for longer than the maximum queue time configured and a default
label does not exist.
label does not exist.
•
A terminating node does not lead to a label and a default label does not exist.
•
A TCD record is written with a CallTypeID that has a Call Disposition that is unexpected or
not counted elsewhere (Call Dispositions 8-12, 16-27, 31-33).
not counted elsewhere (Call Dispositions 8-12, 16-27, 31-33).
•
An error occurs at the VRU or CallManager that causes the call to fail before the router has
completed the call routing.
completed the call routing.
Action:
To avoid script errors from being reported as errors of the call type, configure default labels and
default routes for scripts.
default routes for scripts.
See Also
Cisco ICM Enterprise Edition Database Schema Handbook
Calls counted as incomplete in call type reports
Call type reports show calls being counted as incomplete.
Message:
None
Cause:
An incomplete call is a call that was routed to an agent, but failed to arrive. Incomplete calls have
a Call Disposition of 1 in the Terminiation_Call_Detail record.
a Call Disposition of 1 in the Terminiation_Call_Detail record.
Calls are counted as incomplete under these conditions:
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
138
Troubleshooting IPCC Enterprise Report Data
Troubleshooting Call Type and Skill Group Reporting