Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

Cisco

LIST OF FIGURES

Figure 1 : ICM Enterprise with ACD architecture..........................................................................................................29

Figure 2 : IPCC Enterprise Architecture.........................................................................................................................30

Figure 3 : IPCC Enterprise with Multichannel Options..................................................................................................31

Figure 4 : Real-time Data Moved to Local Database......................................................................................................33

Figure 5 : Agent State Hierarchy in Skill Group and MRD............................................................................................52

Figure 6 : Agent State and Task State Relationship........................................................................................................53

Figure 7 : Sample Routing Script for Information Gathering and Queuing..................................................................101

Figure 8 : Call Type Data for Calls that Abandon after Call Type is Changed.............................................................101

Figure 9 : Call Type Data for Calls that Abandon before Call Type is Changed..........................................................102

Figure 10 : Routing Script for Voice Call without Queuing.........................................................................................114

Figure 11 : Routing Script for Voice Call with Queuing...............................................................................................117

Figure 12 : Routing Script for Voice Call without Queuing.........................................................................................120

Figure 13 : Routing Script for Redirection on No Answer with IP-IVR.......................................................................124

Figure 14 : Routing Script for Redirection on No Answer with ISN............................................................................129

Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0

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