Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation...........................................................................................................................3
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation...........................................................................................................................3
Cisco.com..............................................................................................................................................3
Product Documentation DVD.................................................................................................................4
Ordering Documentation........................................................................................................................4
Product Documentation DVD.................................................................................................................4
Ordering Documentation........................................................................................................................4
Documentation Feedback...........................................................................................................................4
Field Alerts and Field Notices.....................................................................................................................4
Cisco Product Security Overview...............................................................................................................5
Field Alerts and Field Notices.....................................................................................................................4
Cisco Product Security Overview...............................................................................................................5
Cisco Technical Support & Documentation Website..............................................................................6
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................7
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................7
System IPCC to ICM Component Mapping..............................................................................................13
System IPCC to ICM Object Mapping......................................................................................................14
System IPCC to ICM Installation Differences...........................................................................................14
Using System IPCC..................................................................................................................................15
System IPCC to ICM Object Mapping......................................................................................................14
System IPCC to ICM Installation Differences...........................................................................................14
Using System IPCC..................................................................................................................................15
What is an IPCC Enterprise agent?.....................................................................................................17
ICM Database Records for IPCC Enterprise Voice-Only Agents.........................................................18
Database Records for IPCC Enterprise Multichannel Agents.............................................................18
About Agent Desk Settings..................................................................................................................19
About Agent Teams and Supervisors...................................................................................................19
About Agent Teams and Multichannel Applications.............................................................................20
ICM Database Records for IPCC Enterprise Voice-Only Agents.........................................................18
Database Records for IPCC Enterprise Multichannel Agents.............................................................18
About Agent Desk Settings..................................................................................................................19
About Agent Teams and Supervisors...................................................................................................19
About Agent Teams and Multichannel Applications.............................................................................20
Agent Wrap-up.....................................................................................................................................23
Reason Codes.....................................................................................................................................24
Agent Desk Settings That Affect Reason Codes.................................................................................24
Predefined Reason Codes...................................................................................................................25
Redirection on No Answer...................................................................................................................26
Emergency and Supervisor Assist Calls..............................................................................................27
Reason Codes.....................................................................................................................................24
Agent Desk Settings That Affect Reason Codes.................................................................................24
Predefined Reason Codes...................................................................................................................25
Redirection on No Answer...................................................................................................................26
Emergency and Supervisor Assist Calls..............................................................................................27
About the Cisco IPCC Enterprise Agent Re-skilling Tool..........................................................................28
About Network Transfer for IVRs..............................................................................................................29
About Network Transfer for IVRs..............................................................................................................29
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
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