Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

In deployments other than System IPCC, if you want the calls to count as default routed, plan
to configure default labels for each dialed number if you do not want calls that cannot be
routed to be reported as errors. When a call is routed to a default label, the call is added to
the count of default routed calls to the call type. If the call cannot be routed and a default
label is not assigned, the call is counted as an error. In System IPCC you do not configure
default labels.

Also, plan to include a Termination Node with Termination type of default label for all scripts
in which there is some unexpected input (else condition). This ensures that the call is added
to the count of default routed calls to the call type. If the call cannot be routed and a default
label is not assigned, the call is counted as an error.

•

In all scripts, account for failure by creating a path for calls that encounter unexpected
conditions. You might want to route these calls to voicemail, an announcement, or a busy
signal.

Planning for Reporting on Short Calls

If you are planning to use Short Calls in your system to filter out false abandons or to detect
when calls are answered and terminated too quickly to be considered handled, follow these
guidelines to obtain reporting data for short calls:

•

You can configure abandoned short calls globally for all call types. Set the Abandon Call
Wait Time to the number of seconds that you want. If you want abandoned calls to adversely
affect the Service Level, define the Service Level threshold at the call type to be less than
the Abandon Call Wait time

Note: If you do not want to count any abandoned calls as short calls regardless of how quickly
they abandon, you can disable abandoned short calls by leaving the Abandon Wait Time
field blank for the Call Type.

•

You can configure abandoned short calls for the peripheral. These are tracked for the services
that are configured for that peripheral. This does not apply to System IPCC or ARI
deployments, as those deployments do not use services. Set the Abandon Call Wait Time to
the number of seconds that you want. If you want abandoned calls to adversely affect the
Service Level, define the Service Level threshold at the service to be less than the Abandon
Call Wait time.

Note: If you do not want to count any abandoned calls as short calls regardless of how quickly
they abandon, you can disable abandoned short calls by leaving the Abandon Wait Time
field blank.

•

You can configure answered short calls for agents and skill groups. This is not applicable
for System IPCC or ARI deployments. Set the Answered Short Call Threshold to the number
of seconds that you want when configuring the peripheral using the configuration tool. All
calls that have talk times less than the configured threshold will be considered as short calls.
These calls are incremented in the ShortCalls field in the Agent_Skill_Group_Half_Hour
and Skill_Group_Half_Hour database tables. If you do not want answered short calls to
impact Service Level, set the value to be less than the Service Level threshold.

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