Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

caller-entered digits (CED) and the calling line ID (CLID). Non voice call types are categorized
by the Script Type Selector, Application String 1, and Application String 2. In either case,
the last two categories of the call type can be optional. For voice call types, the caller-entered
digits and the calling line ID can be optional, depending on the call. For non voice call types,
Application String 1 and Application String 2 can be optional, depending on the application.

Because the call type determines which routing script is run for a call, the call type defines
call treatement in an IPCC Enterprise system. Therefore, the call type is the highest level
reporting entity. Reporting on call type activity provides insight into end-to-end customer
interactions with the system and with agents by providing data such as service level adherence,
transfers, average speed of answer, calls handled, and calls abandoned.

In routing scripts, such as scripts for Self-Service VRU applications, you may change the
call type at specific points in the script to indicate that a transaction has been completed. For
example, if the customer is calling a bank and successfully checks his or her account balance
using a Self-Service script, you may want to change the call type to indicate that the account
balance transaction has completed and a new transaction has begun.

You can also change the call type in a script to invoke a new routing script associated with
that call type. For example, if a call is not answered at an agent's desktop, you can change
the call type in the script to redirect the call to a different script designed for Redirection on
No Answer. The Redirection on No Answer script assigns a different agent to handle the
call.

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Routes: ICM/IPCC software uses routes to define the mapping of a target to a specific label
for a routing script. Targets include services (service targets), skill groups (skill targets),
agents (device targets), and translation routes.

Routes must be defined for VRU Translation Routing and to route calls to agents.

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Device Targets: A device target is a telephony device that can be uniquely addressed (or
identified) by a telephone number. A device target is not associated with any one peripheral.
Each device target must have one or more labels associated with it, although only one label
may exist per routing client.

You do not need to use device targets when configuring IPCC Enterprise using the IPCC
Enterprise Web Administration Tool. If you are not using the IPCC Enterprise Web
Administration Tool and you are configuring a System IPCC PG, you must use device targets.

Note: Device targets and agents are separate entities. A device target is a separately
addressable device and is not exclusively owned by any particular agent. Device targets are
dynamically associated with CallManager PG agents for the duration of a log in session.

Each CallManager PG telephony device that is used by an agent must be configured in the
ICM database as a device target.

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Labels: A label is the value that ICM/IPCC software returns to a routing client instructing
it where to send the call. The routing client can map the label to an announcement, a trunk
group and DNIS, or a device target. Special labels might instruct the routing client to take
another action, such as playing a busy signal or an unanswered ring to the caller.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)