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

Cisco

List of Figures

Figure 1: ICM Enterprise with ACD architecture............................................................................................................28

Figure 2: IPCC Enterprise Architecture...........................................................................................................................29

Figure 3: IPCC Enterprise with Multichannel Options...................................................................................................31

Figure 4: Real-time Data Moved to Local Database.......................................................................................................34

Figure 5: Agent State Hierarchy in Skill Group and MRD.............................................................................................53

Figure 6: Agent State and Task State Relationship..........................................................................................................54

Figure 7: Sample Routing Script for Information Gathering and Queuing...................................................................113

Figure 8: Call Type Data for Calls that Abandon after Call Type is Changed...............................................................113

Figure 9: Call Type Data for Calls that Abandon before Call Type is Changed............................................................114

Figure 10: Routing Script for Voice Call without Queuing...........................................................................................126

Figure 11: Routing Script for Voice Call with Queuing................................................................................................129

Figure 12: Routing Script for Voice Call without Queuing...........................................................................................132

Figure 13: Routing Script for Redirection on No Answer with IP-IVR........................................................................136

Figure 14: Routing Script for Redirection on No Answer with IP-IVR........................................................................137

Figure 15: Routing Script for Redirection on No Answer with ISN.............................................................................142

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

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