Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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The agent presses the head set button to enable the headset while in the Available state as the
ICM Router is attempting to send the agent a call.
ICM Router is attempting to send the agent a call.
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The agent attempts to make a call from the hard phone as the ICM Router is attempting to
send the agent a call.
send the agent a call.
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An agent in the Available state is direct dialed as the ICM router is attempting to send the
agent a call.
agent a call.
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Network problems occur, such as traffic congestion.
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The calls disconnects en route to the agent.
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An incorrect label is configured for the device target. Therefore, the call is sent to the wrong
number and the agent never receives the call.
number and the agent never receives the call.
Action:
None required
Calls offered to the call type is greater than total calls offered to skill group
Two call types, Call Type 1 and Call Type 2, are configured. All of the calls for these call types are
offered to the same skill group. The total number of calls offered to Call Type 1 and Call Type 2 is greater
than the total calls offered to the skill group.
offered to the same skill group. The total number of calls offered to Call Type 1 and Call Type 2 is greater
than the total calls offered to the skill group.
Message:
None
Cause:
Skill group Calls Offered and call type Calls Offered are not equivalent, even if all calls for the call
types are sent to the same skill group. If a call disconnects for any reason before it reaches the
Queue to Skill Group script node, Calls Offered is incremented for the call type, but is not
incremented for the skill group.
types are sent to the same skill group. If a call disconnects for any reason before it reaches the
Queue to Skill Group script node, Calls Offered is incremented for the call type, but is not
incremented for the skill group.
Action:
None required
Number of calls that abandon while ringing for the skill group does not equal the number
of calls that abandon for the call type
of calls that abandon for the call type
A call type report displays a larger number of calls that abandon than the number of calls that are shown
as abandon ring in a skill group report.
as abandon ring in a skill group report.
Message:
None
Cause:
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Troubleshooting IPCC Enterprise Report Data
Troubleshooting Call Type and Skill Group Reporting