Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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from real time calls in queue statistics. The disposition in the termination
call detail record is set to “Disconnect Drop No Answer.” The call is
reflected in historical service records as a “terminated other” call.
call detail record is set to “Disconnect Drop No Answer.” The call is
reflected in historical service records as a “terminated other” call.
5.10. Handling of GIVE OVERFLOW CONTROLLED Script
Command
When the processing of a NCCM server call leads to the execution of a
GIVE OVERFLOW CONTROLLED
script command, the call may no
longer be under the control of the NCCM server software. When the PG
receives the
receives the
SEND INFO
command associated with the
GIVE
OVERFLOW CONTROLLED
it has no way of determining whether the
GIVE OVERFLOW CONTROLLED
will terminate NCCM server
processing, or whether control will return to the NCCM server script.
Therefore, the PG waits for a period of time to see if it will receive a
Controlled_Returned
Therefore, the PG waits for a period of time to see if it will receive a
Controlled_Returned
SEND INFO
script command indicating that control
has returned to the NCCM server script (see “
” in
Chapter 2, “
”). 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 QUEUE
OVERFLOW Script Command,” earlier in this chapter.
NCCM server software and behaves as in “Handling of QUEUE
OVERFLOW Script Command,” earlier in this chapter.
5.11. Handling of DISCONNECT Script Command
When the processing of a NCCM server call leads to the execution of a
DISCONNECT
script command, the call is no longer under the control of
the NCCM server 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 “Disconnect Drop No Answer.” The call is
reflected in historical service records as a “terminated other” call.
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 “Disconnect Drop No Answer.” The call is
reflected in historical service records as a “terminated other” call.
5.12. Handling of Trunk Group Statistics
Due to limitations in the Avaya interfaces, the Aura Contact Center PG
does not support Unified ICM Trunk Group real-time data elements and
Trunk Group half-hour data elements.
does not support Unified ICM Trunk Group real-time data elements and
Trunk Group half-hour data elements.
5.13. Enhancements to the Dialed Number List Tool
The Dialer Number List Tool is enhanced to accommodate one million
dialed numbers. This is achieved by using the Customer Definition filter
and Routing Client filters. Additionally, the tool is redesigned to load the
labels when a label change is made "only". These enhancements increase
tool performance and reduce user interface time.
dialed numbers. This is achieved by using the Customer Definition filter
and Routing Client filters. Additionally, the tool is redesigned to load the
labels when a label change is made "only". These enhancements increase
tool performance and reduce user interface time.