Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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.

None

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.

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

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.

None

There is no correlation between calls that abandon and calls that abandon while ringing. Abandon
Ring calls are calls that are routed by ICM software to a skill group and were abandoned while
ringing at an agent's phone. Abandon Ring is incremented only when this specific event occurs.
The call type Calls Abandoned is incremented every time a call abandons, including while the
call is in queue and at any point in the ICM routing script before the call rings at an agent.

None required

Abandon delay time when caller abandons in queue is different than average abandon delay time when call abandons
while ringing for the call type

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