Cisco Cisco IP Contact Center Release 4.6.1 User Guide

that are to be treated as a single concept. In Cisco IPCC Enterprise systems, Media Classes
include voice, multi-session chat, single-session chat, blended collaboration, and e-mail.

A Media Routing Domain (MRD) is collection of skill groups and services that are associated
with a common media class. Each skill group is assigned to a Media Routing Domain. The
software uses MRDs to route a task to an agent who is associated with a skill group and a
particular medium.

You can report on activity for all of the MRDs that you have configured in your system.

About Redirection on No Answer

The Redirection on No Answer (RONA) feature ensures that if an agent does not answer a call
within a specified amount of time, the call is assigned to a different skill group or agent and the
original agent is made Not Ready so that he or she is not routed additional calls. This feature is
implemented differently depending on whether you are installing IP-IVR or CVP as the VRU
for your system.

Note: If you are using an IPCC Enterprise system with a System PG or have deployed System
IPCC, CVP is not supported.

About VRU Applications

Your enterprise might implement one or more types of VRU applications. VRU applications
include Self-Service and Information Gathering. In Self-Service applications, the customer can
obtain information through a series of VRU prompts and the entire transaction occurs within
the VRU. For example, if the customer calls a bank, the Self-Service application might prompt
the user for his or her account number and password and then provide abilities to check account
balance, review recent payments, modify PIN numbers, an so forth. In Information Gathering
applications, the VRU prompts the caller for certain information, such as which department he
or she wants to reach, and then uses the information in the routing decision and might pass the
information to the agent desktop.

The VRU is also used to queue calls while a customer waits for an available agent. During
queuing, the VRU might be configured to play music on hold or perform a VRU application.

The types of VRU applications that you use determine what report data to monitor.

For example:

•

If your VRU only performs queuing, you might want to see how long callers waited in queue
and number of callers who abandoned while queued.

•

If your VRU is used for Self-Service, you might want to see how many successful transactions
occurred in the Self-Service application and whether the caller was transferred to an agent
from the application.

•

If you are using an Information Gathering application, you might want to see how many
callers opted out of the digit collection to be transferred directly to an agent.

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