Cisco Cisco IP Contact Center Release 4.6.1 User Guide

You might notice overlapping data in your reports for the amount of time for different types of
calls. This happens because incoming tasks, such as ICM/IPCC routed tasks and calls directly
to an agent, can be Transferred In and Conferenced In. Both incoming calls and outgoing calls
placed by agents can be Transferred Out and Conferenced Out. The total time for the incoming
or outgoing call includes transfer and conference time.

Note: Agents can transfer and conference incoming calls both in and out. However, they can
transfer and conference outgoing calls out only. This means that if an agent transfers an outgoing
task to another agent, it is still considered an outgoing task.

Outbound Option Dialing Campaign Calls

Outbound Option provides automatic outbound dialing capability. The Outbound Option Dialer
places outbound calls to customers and connects these calls with agents.

The Dialer assigns and connects calls differently than regular IPCC Enterprise routing. Report
data for agents handling Outbound Option calls therefore differs from data for agents handling
typical voice calls and multichannel tasks. In order to interpret agent data for Outbound Option
tasks, you understand how Outbound Option reserves agents, reports calls that are connected
to agents and handles calls dropped by customers before the calls are connected.

When the Outbound Dialer initiates a call to a customer, it reserves the agent assigned to handle
the call by placing a reservation call to the agent and changing the agent's state to Hold. This
reservation call is reported as a Direct In call to the agent.

For typical voice calls, the agent is placed into Reserved state when ICM/IPCC software reserves
the agent to handle a call; the agent's state is reported as Reserved. For Outbound Option calls,
reports show the agent in Hold state when reserved for a call and the time that agent spends
reserved is reported as Hold Time.

When the customer answers the call, the Outbound Option Dialer transfers the call to an agent.
The call is now reported as a Transfer In call to the agent. When the customer call is transferred
to the agent, the reservation call is dropped by the Dialer and classified as Abandon on Hold.
For more information regarding Outbound Option termination call detail records, see the Cisco
ICM/IP Contact Center Enterprise Edition Outbound Option User Guide.

The abandoned call wait time, set in the Campaign Configuration screen, determines how calls
are reported if the caller hangs up. Calls are counted in the Customer Abandon field in the
WebView campaign query templates (camqry01 and camqry02) only if the customer hangs up
before the abandoned call wait time is reached.

Redirection on No Answer Calls with IP IVR

The Redirection on No Answer feature, configured in Agent Desk Settings in ICM/IPCC
configuration tool, ensures that when an agent does not answer a call, the call is re-assigned to
another agent or requeued after a specified number of seconds. Redirection on No Answer is
also used to change the agent state to Not Ready when a call is rerouted from the agent's phone.
When the Ring No Answer time expires, ICM/IPCC software makes the agent unavailable for
routing requests. When the call is actually rerouted, ICM/IPCC software makes the agent Not
Ready, with a reason code of 32767.

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