Cisco Cisco IPCC Web Option User Guide

service cannot be changed once the call is sent to the VRU. However, the call type can be
changed using the Requalify or Call Type node. In the following script, the call type is changed
using the Call Type node once it has been queued to separate Information Gathering
(CollectDigits) and queuing.

Figure 7: Sample Routing Script for Information Gathering and Queuing

Although a service level can be defined for both call types, it is better to define a service level
for the call type that has the Queue to Skill Group node in it.

Calls that disconnect while in the Self-Service or Information Gathering application are
considered abandoned calls since both Service Control and Queue reporting must be turned on
for VRU Queuing applications. However, you can extract queuing metrics from
information-gathering metrics by defining a separate call Type for each, and then changing the
call Type in the routing script.

Note: If the VRU performing Self-Service does not also provide queuing, you can enable Service
Control reporting and disable Queue reporting. If the caller opts to speak to an agent, then the
Self-Service VRU transfers the call to the IP-IVR or CVP that performs queuing and the call
does not appear abandoned from the Self-Service application. This means that the call is
considered answered when received by the VRU, not offered. When the call ends, it is counted
as handled. If you implement this configuration, you will only be able to see in reports the
number of calls that were answered and terminated, and time spent on terminated calls.

The following illustration shows how a call moves from the Information Gathering application
to the queuing applications.

In this example, 20 seconds is used to calculate ASA and to decide the service level—and not
50 seconds (30+20 seconds).

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