Cisco Cisco Administrative Workstation User Guide

Cisco

List of Figures

Figure 1: Central Controller...............................................................................................................................................8

Figure 2: Peripheral and Peripheral Gateway..................................................................................................................10

Figure 3: Administrative Workstation..............................................................................................................................16

Figure 4: WebView Server...............................................................................................................................................17

Figure 5: Diagram of System Components.....................................................................................................................19

Figure 6: ICM Data Environment....................................................................................................................................24

Figure 7: Real-Time Data Moves to AW Local Database................................................................................................24

Figure 8: Icons for Graphs and Tables.............................................................................................................................30

Figure 9: Deployment with Enterprise Routing...............................................................................................................43

Figure 10: Sample Script for Enterprise Routing............................................................................................................45

Figure 11: Script Example for Agent Level Routing.......................................................................................................51

Figure 12: Sample Script for Hybrid Routing.................................................................................................................56

Figure 13: Agent State and Task State Relationship........................................................................................................83

Figure 14: Sample Routing Script for Information Gathering and Queuing.................................................................118

Figure 15: Call Type Data for Calls that Abandon after Call Type is Changed.............................................................119

Figure 16: Call Type Data for Calls that Abandon before Call Type is Changed..........................................................119

Figure 17: MultiChannel Options..................................................................................................................................128

Figure 18: Agent State Hierarchy..................................................................................................................................133

Figure 19: Call Abandoned While On Hold Scenario...................................................................................................138

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)

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