Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide
Call Scenario 3: Consultative Conference of a Direct Call
In this example, a direct call comes into agent A's ACD extension.
Agent A selects skill group X using the dialed number and initiates a conference. The ICM/IPCC
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the conferenced call. After consulting with Agent B, Agent A completes the
conference.
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the conferenced call. After consulting with Agent B, Agent A completes the
conference.
Agent A disconnects from the conference. The InternalCalls and ConferenceOut and
InternalCallsRvcd fields are then incremented for Agent A against the default skill group.
InternalCallsRvcd fields are then incremented for Agent A against the default skill group.
Agent B or the caller disconnects. InterCallsRcvd and Conference Out are incremented against
the default skill group for agent B.
the default skill group for agent B.
Table 22: Consultative Conference of a Direct Call: Agent A conferences in Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against default skill group
CallsHandled, ConferenceIn
InternalCallRcvd, InternalCall, ConferenceOut, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Conf Out, and All Hold (Internal
Hold) in report fields. For agent B, the call is reported in Tasks Handled and Conf In report
fields.
Hold) in report fields. For agent B, the call is reported in Tasks Handled and Conf In report
fields.
Call Scenario 4: Consultative Call
In this example, agent A is presented with an ICM-routed call for skill group Y.
Agent A selects skill group X using the dialed number and initiates a consult. The ICM/IPCC
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the consult call. After consulting with Agent B, Agent A activates the Reconnect
button, which disconnects Agent B and Agent A resumes talking to the caller.
script that uses the LAA select node for skill group X realizes that Agent B is available and
requests that agent A’s PG initiate a conference to agent B on behalf of Agent A’s phone. Agent
B answers the consult call. After consulting with Agent B, Agent A activates the Reconnect
button, which disconnects Agent B and Agent A resumes talking to the caller.
Agent A disconnects from the call. After wrap up is completed, CallsHandled and Consultative
Calls field are incremented for agent A against skill group Y.
Calls field are incremented for agent A against skill group Y.
Table 23: Consultative Transfer: Agent A consults with Agent B
Fields incremented for Agent B against skill group
X
X
Fields incremented for Agent A against skill group Y
CallsHandled
CallsHandled, InternalCall, ConsultativeCall, Hold
For agent A, the call is reported in Tasks Handled, Internal Out, Cons Out, and Incoming Hold
and/or All Hold report fields. For agent B, the call is reported in Tasks Handled report fields.
and/or All Hold report fields. For agent B, the call is reported in Tasks Handled report fields.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Reporting on Agent Call Transfers and Conferences