Cisco Cisco IP Contact Center Release 4.6.1 User Guide
B answers the consult call. After consulting with Agent B, Agent A activates the Reconnect
button, which disconnects Agent B and Agent A resumes talking to the caller.
button, which disconnects Agent B and Agent A resumes talking to the caller.
Agent A disconnects from the call. After wrap up is completed, CallsHandled and Consultative
Calls field are incremented for agent A against skill group Y.
Calls field are incremented for agent A against skill group Y.
Table 23: Consultative Transfer: Agent A consults with Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against skill group Y
CallsHandled
CallsHandled, InternalCall, ConsultativeCall, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Cons Out, and Incoming Hold
and/or All Hold report fields. For agent B, the call is reported in Tasks Handled report fields.
and/or All Hold report fields. For agent B, the call is reported in Tasks Handled report fields.
Configuration and Scripting Considerations for Transfer and Conference Reporting
Configuration and scripting recommendations for transfers and conferences include transfers
and conferences to skill groups and transfers and conferences to agents.
and conferences to skill groups and transfers and conferences to agents.
Configuration and Scripting Considerations for Transfers and Conferences to Skill Groups
Follow these guidelines when configuring and scripting for transfers and conferences to skill
groups:
groups:
•
Configure the dialed numbers in the ICM/IPCC configuration tool.
•
Create a routing script for transferring to skill groups that includes a Queue to Skill Group
node. This script ensures that transferred and conferenced calls are queued to the correct skill
group.
node. This script ensures that transferred and conferenced calls are queued to the correct skill
group.
•
Associate the dialed number with the routing script.
See the IPCC Administration Guide for Cisco IPCC Enterprise Edition for instructions on
configuring Agent Desk Settings and Dialed Number Plan. See theICM Scripting and Media
Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.
configuring Agent Desk Settings and Dialed Number Plan. See theICM Scripting and Media
Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.
Configuration and Scripting Considerations for Transfers and Conferences to Agents
Follow these guidelines when configuring and scripting for transfers and conferences to agents:
•
Configure the dialed number in the ICM/IPCC configuration tool.
The dialed number needs to be associated with an appropriate routing script.
•
Create a routing script for transferring to agents that includes a Queue to Agent node.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 3: Managing Agents
Configuration and Scripting Considerations for Transfer and Conference Reporting