Cisco Cisco IPCC Web Option Installation Guide

How to Configure Short Calls for Call Types

To configure Abandoned Short Calls for Call Types:

In the Cisco IPCC Web Administration Tool, select Contact Management > Call Types >
Global Options.

Set Abandoned Call Wait Time to a value, in seconds. This value indicates the length of calls
to be considered abandoned. Calls abandoned before the Abandoned Call Wait Time are NOT
considered abandoned. To not track abandoned calls, leave the field blank.

Click Save.

About Other Reporting Setup Options

This section lists additional Unified CCE Enterprise features whose configuration has reporting
implications.

About Unified SCCE Supervisory Features

Supervisors of agent teams can take advantage of supervisory features available with their Agent
Desktop software.

Supervisory features include:

•

Supervisor and emergency assist: Allows agents to activate supervisor assist or emergency
assist buttons on their desktop.

•

Barge-In: Allows a supervisor to conference into an agent call from his or her desktop.

•

Intercept: Allows a supervisor to intercept (take over) a call from his or her desktop.

Note: These supervisory features apply only to Unified CCE voice contact. They are not available
to agents using Media Routing Domains (MRDs) other than Voice.

The Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted provides guidelines
and details for setting up supervisory features.

About Agent Transfer and Conferencing

Agents can transfer or conference a call by manually transfering the call to another agent or by
conferencing-in another agent or party by dialing the recipient's extension directly.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)