Cisco Cisco IPCC Web Option User Guide

Transfers and Conferences Using Dialed Numbers

When the agent activates the transfer or conference button and selects a number to which to
transfer or conference the call, the dialed number is sent to the ICM/IPCC Central Controller
from the agent's PG. This dialed number determines the call type, which in turn selects the
transfer routing script. The script include a Queue to Skill Group node that references the
appropriate skill group based on the dialed number to which the call be queued.

If an agent is available in the selected skill group, a message is sent from the ICM/IPCC Central
controller to the source agent's PG, containing a label or dialable number. The PG transfers the
call from the source agent’s phone to the target agent using the label returned from the ICM/IPCC
Central controller. For these types of transfers and conferences, TransferOut or ConferenceOut
is incremented for the source agent and TransferIn or ConferenceIn is incremented for the target
agent.

If no agents are available for a transfer in the selected skill group, the Router sends the source
agent's PG the label to use to forward the call to the VRU. For these types of transfers and
conferences, TransferOut or ConferenceOut is incremented for the source agent. However,
TransferIn or ConferenceIn is incremented for the target agent when the VRU eventually routes
the call to the target agent only in IPCC Enterprise with an IPCC System PG and System IPCC
deployments.

How Database Fields Are Affected by Transfers and Conferences

Transfers and conferences affect fields in the Agent_Skill_Group_Half_Hour database table.

The TransferIn field is incremented for the target agent if all of the following conditions are
true:

•

The call was transferred (blind or consultative) by an agent to a call type or script that checks
for agent availability

•

For blind transfers only, an agent within the same peripheral was available at the time that
the transfer was initiated.

Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to another agent
and the agent answers the call. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.

The ConferenceIn field is incremented for the target agent receiving the conference call if all
of the following conditions are true:

•

The call was conferenced by an agent to a calltype or script that checked for agent availability

•

An agent within the same peripheral was available at the time that the conference was initiated

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