Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Configuration and Scripting Considerations for Transfer and Conference Reporting

Configuration and scripting recommendations for transfers and conferences include transfers
and conferences to skill groups and transfers and conferences to agents.

Configuration and Scripting Considerations for Transfers and Conferences to Skill Groups

Follow these guidelines when configuring and scripting for transfers and conferences to skill
groups:

•

Configure the dialed numbers in the ICM/IPCC configuration tool.

•

Create a routing script for transferring to skill groups that includes a Queue to Skill Group
node. This script ensures that transferred and conferenced calls are queued to the correct skill
group.

•

Associate the dialed number with the routing script.

See the IPCC Administration Guide for Cisco IPCC Enterprise Edition  for instructions on
configuring Agent Desk Settings and Dialed Number Plan. See theICM Scripting and Media
Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.

Configuration and Scripting Considerations for Transfers and Conferences to Agents

Follow these guidelines when configuring and scripting for transfers and conferences to agents:

•

Configure the dialed number in the ICM/IPCC configuration tool.

The dialed number needs to be associated with an appropriate routing script.

•

Create a routing script for transferring to agents that includes a Queue to Agent node.

This script ensures that transferred and conference calls are routed queued to the correct
agents.

See the IPCC Administration Guide for Cisco IPCC Enterprise Edition  for instructions on
configuring Agent Desk Settings and Dialed Number Plan. See theICM Scripting and Media
Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.

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