Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Voice Call without Queuing

The following script is used for this example:

Figure 10: Routing Script for Voice Call without Queuing

Note: For IPCC Enterprise with System IPCC PG and System IPCC deployments, the Translation
Route to VRU node is not needed.

In this example, the script first tries to select an available agent using the LAA (Longest Available
Node) from the appropriate skill groups. If an agent is not available, the script then performs a
translation route to VRU and queues the call to the appropriate skill groups. During queuing,
the VRU plays music on hold. Labels are used for default routing in case the Translation Route
to VRU, Queue to Skill Group, or Run Ext. Script nodes fail.

The following events occur:

1. A customer calls the contact center at 9:05:01 a.m.

2. The script uses the LAA (longest available agent) node to select an available agent.

3. The agent's phone rings at 9:05:05 a.m.

4. The agent answers the phone at 9:05:10 a.m.

5. The caller hangs up at 9:16:03 a.m.

6. The agent enters wrap up and completes wrap up at 9:20:04 a.m

For this call flow, all events occur within the 09:00:00 to 09:29:59 reporting interval. Reports
run from 09:00:00 to 09:29:59 display all of the data for this call.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)