Cisco Cisco IP Contact Center Release 4.6.1 User Guide
C-5
Template Design Guide Using InfoMaker for Cisco ICM/IPCC Enterprise & Hosted Editions, Release 7.0(0)
Appendix C Considerations and Tips for Working with Custom Reports
Database Schema Changes that Affect Custom Reporting
The TCD datetime is written by the PG, which can delay sending the TCDs by a
second or so. Also, any network issues can contribute to a time difference.
second or so. Also, any network issues can contribute to a time difference.
Handled Calls are determined by the Router when it receives a TCD.
Therefore, if the TCD from the PG states the time is 14:29:59, but the Router does
not receive the TCD until 15:00:01, then the TCD would reflect one half hour
interval, and the Router would reflect another.
not receive the TCD until 15:00:01, then the TCD would reflect one half hour
interval, and the Router would reflect another.
Network Queue and Local Queue Time in TCDs
Customer who have upgraded to ICM 7.0(0) from 5.0, please note that ICM 6.0(0)
added a new database field:
added a new database field:
NetQTime
.
In ICM 5.0, the time spent in the Router queue and the time spent in the in the
local queue was stored in the same database field,
local queue was stored in the same database field,
LocalQTime
.
ICM 6.0 added a new field called
NetQTime
to the Termination Call Detail
Records. This field records the Time spent in the Network Queue (Router queue).
This is different from the
This is different from the
LocalQTime
field that records the time spent in the
local queue (at the ACD).
RONA TCD and the Counting of Redirected Calls
Customer who have upgraded to ICM 7.0(0) from releases prior to 6.0, please note
that the call disposition record for incrementing RONA data, the number of calls
that Redirect On No answer from the agent's phone was changed in ICM 6.0:
that the call disposition record for incrementing RONA data, the number of calls
that Redirect On No answer from the agent's phone was changed in ICM 6.0:
•
In ICM 5.0, a call disposition of 15 increments the RONA data. A call
disposition of 19 is unused and increments errors.
disposition of 19 is unused and increments errors.
•
I n ICM 6.0, a call disposition of 19 increments the RONA data. A call
disposition of 15 is the call disposition of redirected calls (as opposed to
“abandon ring no answer” calls and is used when an agent or device (voice
mail) does not take the call.
disposition of 15 is the call disposition of redirected calls (as opposed to
“abandon ring no answer” calls and is used when an agent or device (voice
mail) does not take the call.
This change allows for the counting of redirected calls in customized reports.