Cisco Cisco IPCC Web Option User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 10 Sample Reports
Multimedia Reporting Sample Call Scenarios
Multimedia Reporting Sample Call Scenarios
Scenario 1: Task in MRD X assigned to Agent A, Skill Group S, Service SV
and Call Type CT by IPCC/ICM(Max Task Limit=1).
and Call Type CT by IPCC/ICM(Max Task Limit=1).
In this scenario, an application instance prompts IPCC/ICM to assign an agent for a task in
MRD X by sending a NewTask message to the MR PG. When the Router receives the NewTask,
it runs a script that eventually picks Agent A. The Router associates the task with Skill Group
S, Service SV, and Call Type CT. The application instance, reports on Agent A's task activity
by sending ARM messages to the Agent PG.
MRD X by sending a NewTask message to the MR PG. When the Router receives the NewTask,
it runs a script that eventually picks Agent A. The Router associates the task with Skill Group
S, Service SV, and Call Type CT. The application instance, reports on Agent A's task activity
by sending ARM messages to the Agent PG.
This section explains:
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Assumptions:
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No agent in skill group S is available when the Router receives NewTask message.
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Agent A is a member of skill group S.
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Agent A has a maximum task limit of one in MRD X.
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Agent A is on another task in MRD X when the Router receives the Newtask message
Call flow before assigning the task to Agent A
Figure 10-87 Call flow before assigning the task to Agent A.
Call flow description:
1. The script from the Router, queues the task request to skill group S. Since no agent is
available in skill group S, the script waits. When any agent of skill group S is available,
the script picks that agent (Agent A in this case).
the script picks that agent (Agent A in this case).
2. When the task is queued and if an agent belongs to skill group S and is ICM Available,
the task is assigned to that agent.