Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Troubleshooting Call Type and Skill Group Reporting

Call Type ErrorCount incremented if Caller disconnects when call is translation routed

During a transfer, the caller hangs up while the call is being transferred. The call is reported as
an error.

None

IP IVR cannot notify ICM that the call abandoned because it does not yet have the call object
information. For reporting, the call is reported as an error, and a Route_Call_Detail record is
cut for the call.

The call flow was that the call was translation routed to the IVR, but it did not get there. The
Router encountered a translation route time out.

Call Type reports and Overflow Out Column

Call Types reports, both real time and Historical, might seem to not peg correctly, based on the
call counts in the "overflow out" column.

The reports affected are caltyp20, caltyp21, caltyp22, caltyp23, caltyp24, caltyp35, and caltyp36.

None

Overflow Out is incremented whens one of the following occurs:

1. The Call Type associated with the current call is changed through use of a Call Type or

Requalify node.

2. The call is redirected.

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