Cisco Cisco IP Contact Center Release 4.6.2 User Guide

•

Completed Tasks: Total. This field is incremented.

•

Completed Tasks: Handled. This field is incremented.

For both the original call type and the transfer and conference call type, this call
affects the following fields

caltyp31: Call Type
Abandon/Answer Distribution by
Half Hour Report

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ASA. This call is used in the Average Speed of Answer calculation.

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00:00:00 - 00:01:00: Ans. This field is incremented.

Voice Call with Redirection on No Answer with IP-IVR

The following scripts are is used when the call Redirects on No Answer.

Initial script:

Figure 13: Routing Script for Redirection on No Answer with IP-IVR

Script used when call Redirects on No Answer:

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)