Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Action:
To avoid script errors from being reported as errors of the call type, configure default labels
and default routes for scripts.
and default routes for scripts.
See Also
Cisco ICM Enterprise Edition Database Schema Handbook
Calls counted as incomplete in call type reports
Symptom:
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.
have a Call Disposition of 1 in the Terminiation_Call_Detail record.
Calls are counted as incomplete under these conditions:
•
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.
the ICM Router is attempting to send the agent a call.
•
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.
•
An agent in the Available state is direct dialed as the ICM router is attempting to send the
agent a call.
agent a call.
•
Network problems occur, such as traffic congestion.
•
The call disconnects en route to the agent.
•
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
Symptom:
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 8Troubleshooting Troubleshooting Report Data
Troubleshooting Call Type and Skill Group Reporting