Cisco Cisco E-Mail Manager Unity Integration Option User Guide
transferred call. After consulting with Agent B, Agent A completes the transfer. The InternalCall
and TransferOut fields are then incremented for Agent A against the skill group Y. After wrap
up is completed, the CallsHandled field is incremented for agent A against skill group Y.
and TransferOut fields are then incremented for Agent A against the skill group Y. After wrap
up is completed, the CallsHandled field is incremented for agent A against skill group Y.
Agent B now talks to the caller and when the call disconnects and wrap up is completed,
CallsHandled and TransferIn are incremented for Agent B against skill group X.
CallsHandled and TransferIn are incremented for Agent B against skill group X.
Table 21: Consultative Transfer of ICM-routed Call: Agent A transfer to Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against skill group Y
CallsHandled, TransferIn
CallsHandled, InternalCall, TransferOut, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Transfer Out, and Incoming
Hold and/or All Hold report fields. For agent B, the call is reported in Tasks Handled and
Transfer In report fields.
Hold and/or All Hold report fields. For agent B, the call is reported in Tasks Handled and
Transfer In report fields.
Call Scenario 3: Consultative Conference of a Direct Call
In this example, a direct call comes into agent A's ACD extension.
Agent A selects skill group X using the dialed number and initiates a conference. The ICM/IPCC
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the conferenced call. After consulting with Agent B, Agent A completes the
conference.
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the conferenced call. After consulting with Agent B, Agent A completes the
conference.
Agent A disconnects from the conference. The InternalCalls and ConferenceOut and
InternalCallsRvcd fields are then incremented for Agent A against the default skill group.
InternalCallsRvcd fields are then incremented for Agent A against the default skill group.
Agent B or the caller disconnects. InterCallsRcvd and Conference Out are incremented against
the default skill group for agent B.
the default skill group for agent B.
Table 22: Consultative Conference of a Direct Call: Agent A conferences in Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against default skill group
CallsHandled, ConferenceIn
InternalCallRcvd, InternalCall, ConferenceOut, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Conf Out, and All Hold (Internal
Hold) in report fields. For agent B, the call is reported in Tasks Handled and Conf In report
fields.
Hold) in report fields. For agent B, the call is reported in Tasks Handled and Conf In report
fields.
Call Scenario 4: Consultative Call
In this example, agent A is presented with an ICM-routed call for skill group Y.
Agent A selects skill group X using the dialed number and initiates a consult. The ICM/IPCC
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
76
Chapter 3: - Managing Agents
Reporting on Agent Call Transfers and Conferences