Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Cisco

List of Figures

Figure 1: ICM Enterprise with ACD architecture............................................................................................................34

Figure 2: IPCC Enterprise Architecture...........................................................................................................................35

Figure 3: IPCC Enterprise with Multichannel Options...................................................................................................36

Figure 4: Real-time Data Moved to Local Database.......................................................................................................39

Figure 5: Agent State Hierarchy in Skill Group and MRD.............................................................................................59

Figure 6: Agent State and Task State Relationship..........................................................................................................60

Figure 7: Sample Routing Script for Information Gathering and Queuing...................................................................116

Figure 8: Call Type Data for Calls that Abandon after Call Type is Changed...............................................................117

Figure 9: Call Type Data for Calls that Abandon before Call Type is Changed............................................................117

Figure 10: Routing Script for Voice Call without Queuing...........................................................................................130

Figure 11: Routing Script for Voice Call with Queuing................................................................................................133

Figure 12: Routing Script for Voice Call without Queuing...........................................................................................137

Figure 13: Routing Script for Redirection on No Answer with IP-IVR........................................................................141

Figure 14: Routing Script for Redirection on No Answer with IP-IVR........................................................................142

Figure 15: Routing Script for Redirection on No Answer with ISN.............................................................................147

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

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