Cisco Cisco IPCC Web Option User Guide

In this case, you would create call types associated with the Information Gathering applications
and call types associated with queuing.

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You might change the call type in a script to direct the call to a new routing script associated
with that call type.

You can also use call types to report on certain activities that occur within the contact center.
For example, you might create separate call types for these situations:

•

Calls that redirect on no answer (RONA).

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Calls that are transferred to other agents.

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Requests for supervisor assistance.

About Peripherals

A peripheral is a device, such as the Cisco CallManager, IP IVR, Cisco Customer Voice Portal
(CVP), and multi-channel options, that receives tasks that have been routed by the Cisco software.
The Peripheral Gateway (PG) is the component that talks to the telephony devices (peripherals)
through their own proprietary CTI interface. The PG normalizes whatever protocol the telephony
device speaks, and keeps track of the state of agents and calls that are on that device.

In Cisco IPCC systems, reporting data is gathered for each peripheral. In order to understand
how reporting data is gathered in your environment, it is important to understand the deployment
used to meet your contact center's needs.

In Cisco IPCC Enterprise deployments that use the Generic PG (that allows multiple peripherals
of different types to reside inside of the same PG), or separate PGs for Cisco CallManager and
the VRU, the Cisco CallManager and VRU appear as separate peripherals to the software. In
this case, each time a task switches between the Cisco CallManager and the VRU peripherals,
the task appears as a new task to the system. From a reporting perspective, this has an impact
on how and when data is collected.

In this deployment, for example:

•

A task (call) that comes into the Cisco CallManager then gets transferred to the VRU and
then back to an agent looks like three separate tasks (calls). A Termination_Call_Detail is
written for each task (call).

•

A task (call) that is queued to a skill group and later answered by an agent is not considered
as offered to a skill group until the task (call) is answered.

In an Cisco IPCC Enterprise deployment with IPCC System PG (including the System IPCC
Enterprise deployment), the IPCC System PG consolidates the Call Manager and VRU peripherals
into a single peripheral. In this case, each time a task switches between the Cisco CallManager
and the VRU peripheral, the task appears as a single task to the IPCC Enterprise system.

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