Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

For both the original call type and the transfer and conference call type, this call
affects the following fields

caltyp31: Call Type
Abandon/Answer Distribution by
Half Hour Report

•

ASA. This call is used in the Average Speed of Answer calculation.

•

00:00:00 - 00:01:00: Ans. This field is incremented.

Voice Call with Redirection on No Answer with IP-IVR

The following scripts are is used when the call Redirects on No Answer.

Initial script:

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

Script used when call Redirects on No Answer:

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