Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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will receive a Controlled_Returned
SEND INFO
script command
indicating that control has returned to the NCCM server script (see
“Controlled_Returned” in Chapter 2, “ACD Configuration,” for more
information). If it does not receive such a command during the period,
it assumes the call is no longer under the control of the NCCM server
software and behaves as in “Handling of ROUTE CALL Script
Command,” earlier in this chapter.
“Controlled_Returned” in Chapter 2, “ACD Configuration,” for more
information). If it does not receive such a command during the period,
it assumes the call is no longer under the control of the NCCM server
software and behaves as in “Handling of ROUTE CALL Script
Command,” earlier in this chapter.
XXXX is a number that is local to the switch (e.g., the number of a
local ACD DN).
local ACD DN).
In this case, the Aura Contact Center PG will continue to track the call
as long as you have specified the “local” parameter in the HDX
Routed command. (See “
as long as you have specified the “local” parameter in the HDX
Routed command. (See “
for more information.)
5.6. Handling of QUEUE TO NACD Script Command
When the processing of a call includes the execution of a QUEUE TO
NACD XXXX script command
NACD XXXX script command
TPF
1
FPT
, several different things can subsequently
happen to the call. The call could be:
Answered by the local NCCM server system, either because it was
also queued to skill sets and/or agents and one of those agents became
available before any agent associated with XXXX, or because the day
table associated with the XXXX contained a local ACD queue YYYY,
and an agent became available on YYYY.
also queued to skill sets and/or agents and one of those agents became
available before any agent associated with XXXX, or because the day
table associated with the XXXX contained a local ACD queue YYYY,
and an agent became available on YYYY.
In this case, the Aura Contact Center PG will continue to track the call
(see below).
(see below).
Dequeued from the NACD queue, in which case the call continues to
be processed by the local NCCM server script.
be processed by the local NCCM server script.
In this case, the Aura Contact Center PG will continue to track the call
(see below).
(see below).
Answered by a remote system.
In this case, the call is no longer under the control of the NCCM server
software.
software.
When this occurs the PG receives no more information about the call
and stops monitoring it. The call is removed from real time calls in
queue statistics. The disposition in the termination call detail record is
set to “Redirected.” The call is reflected in historical services records
as an “overflow out” call (see below).
and stops monitoring it. The call is removed from real time calls in
queue statistics. The disposition in the termination call detail record is
set to “Redirected.” The call is reflected in historical services records
as an “overflow out” call (see below).
If the call is routed to another CDN or ACD DN on the same switch
the PG will track this as a new call.
the PG will track this as a new call.
The problem is that the Aura Contact Center PG has no way of knowing, a
priori, which of the cases above will happen. Also, it will never know for
priori, which of the cases above will happen. Also, it will never know for
TP
1
PT
As mentioned earlier, you should avoid using the
QUEUE TO NACD
script
command