Cisco Cisco IP Contact Center Release 4.6.2 User Guide

This call affects the following fields

caltyp31: Call Type Abandon/Answer
Distribution by Half Hour Report

•

ASA. This call is used in the Average Speed of Answer calculation.

•

00:00:00 - 00:01:00: Ans. This field is incremented.

Voice Call with Queuing

The following script is used for this example:

Figure 11: Routing Script for Voice Call with Queuing

Note: For IPCC Enterprise with System IPCC PG and System IPCC deployments, the Translation
Route to VRU node is not needed.

In this script, the script first tries to select an available agent using the LAA (Longest Available
Node) from the appropriate skill groups. If an agent is not available, the script then performs a
translation route to VRU and queues the call to the appropriate skill groups. During queuing,
the VRU plays music on hold. Labels are used for default routing in case the Translation Route
to VRU, Queue to Skill Group, or Run Ext. Script nodes fail.

The following events occur:

1. A customer calls the contact center at 9:05:07 a.m.

2. An agent is not available. The script uses the Transfer to IVR node and then the Queue to

Skill Group node to queue the call to the appropriate skill group.

3. An agent becomes available at 9:11:13 a.m.

4. The call is assigned to the agent.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)