Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Note: Outbound Option calls (outbound campaign voice calls) do not pass through the Call
Type reporting entity and Call Type data is not gathered for Outbound Option calls.
Type reporting entity and Call Type data is not gathered for Outbound Option calls.
The following table illustrates the reporting entities that are traversed by different kinds of tasks.
Table 13: Reporting Entities for Types of Tasks
Agent
Affected?
Affected?
Skill Group Affected?
Peripheral VRU Service
Affected?
Not Applicable for System
IPCC Deployments.
Affected?
Not Applicable for System
IPCC Deployments.
Call Type
Affected?
Affected?
Type of Task
yes
yes
yes, if the call goes to the
VRU
VRU
yes
ICM-routed voice call using
Queue to Skill Group script node
Queue to Skill Group script node
yes
yes, default skill group
no
no
Incoming voice call to an agent's
direct extension
direct extension
yes
yes, default skill group
yes, if the call goes to the
VRU
VRU
yes
ICM-routed call using
Agent-to-Agent script node
Agent-to-Agent script node
yes
yes. If the agent is not logged
into the skill group specified
into the skill group specified
yes, if the call goes to the
VRU
VRU
yes
ICM-routed call using Queue to
Agent script node
Agent script node
in the Queue to Agent node,
the default skill group is used.
the default skill group is used.
To understand how reporting entities are used in reporting, consider an example of a typical
voice call. In this example, the routing script uses the Queue to Agent, TranslationRoutetoVRU,
Queue to Skill Group and LAA Select nodes.
voice call. In this example, the routing script uses the Queue to Agent, TranslationRoutetoVRU,
Queue to Skill Group and LAA Select nodes.
Note that for IPCC Enterprise with the IPCC System PG and System IPCC deployments,
TranslationRoutetoVRU is not necessary.
TranslationRoutetoVRU is not necessary.
In the simplest scenario, a voice call comes into a CTI route point on the Cisco CallManager
and then either goes to an initial Call Type or is queued to an agent using the Queue to Agent
script node. If no agents are available, the call then goes to the VRU through the
TranslationRtetoVRU script node. After the call is sent to the VRU, the call is queued to a skill
group through the Queue to Skill Group node. At this point, the Skill Group is also affected by
this call. When an agent becomes available, the Agent is affected by this call. The route associated
with the peripheral agent service is also affected.
and then either goes to an initial Call Type or is queued to an agent using the Queue to Agent
script node. If no agents are available, the call then goes to the VRU through the
TranslationRtetoVRU script node. After the call is sent to the VRU, the call is queued to a skill
group through the Queue to Skill Group node. At this point, the Skill Group is also affected by
this call. When an agent becomes available, the Agent is affected by this call. The route associated
with the peripheral agent service is also affected.
If agents are available when the call comes in, the call does not have to go the VRU. The call
is routed directly to the agent through the LAA Select node within the routing script. For this
task, the Agent and the default skill group are affected by this call.
is routed directly to the agent through the LAA Select node within the routing script. For this
task, the Agent and the default skill group are affected by this call.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
Entities that Capture Reporting Data