Cisco Cisco IP Contact Center Release 4.6.1 User Guide
There are two classes of call types:
•
Voice (phone calls): Voice call types are categorized initially by the dialed number (DN)
and, optionally, by the caller-entered digits (CED) and the calling line ID (CLID).
and, optionally, by the caller-entered digits (CED) and the calling line ID (CLID).
•
Non-voice (e-mail and text chat): Non-voice call types are categorized initially by the Script
Type Selector and, optionally, Application String 1 and Application String 2.
Type Selector and, optionally, Application String 1 and Application String 2.
You might change the call type within a routing script for several reasons. Consider these
examples:
examples:
•
points in the script to indicate that a transaction has been completed. For example, if the
customer is calling a bank and successfully checks his or her account balance using a
Self-Service script, you might want to change the call type to indicate that the account balance
transaction has completed and a new transaction has begun. In this case, you would create a
call type for each transaction on which you want to report.
customer is calling a bank and successfully checks his or her account balance using a
Self-Service script, you might want to change the call type to indicate that the account balance
transaction has completed and a new transaction has begun. In this case, you would create a
call type for each transaction on which you want to report.
•
You might change the call type when a call enters a queue at the end of an Information
Gathering VRU application in order to separate Information Gathering and queuing metrics.
In this case, you would create call types associated with the Information Gathering applications
and call types associated with queuing.
Gathering VRU application in order to separate Information Gathering and queuing metrics.
In this case, you would create call types associated with the Information Gathering applications
and call types associated with queuing.
•
You might change the call type in a script to direct the call to a new routing script associated
with that call type.
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:
For example, you might create separate call types for these situations:
•
•
Calls that are transferred to other agents.
•
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 and keeps track of the agent states and calls that
are on the telephony devices.
(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 and keeps track of the agent states and calls that
are on the telephony devices.
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 the contact center's needs.
how reporting data is gathered in your environment, it is important to understand the deployment
used to meet the 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
of different types to reside inside of the same PG), or separate PGs for Cisco CallManager and
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
7
Chapter 1: Planning the IPCC Enterprise System to Meet Reporting Needs
Reporting Concepts