Cisco Cisco IPCC Web Option Mode D'Emploi

For agent A, the call is reported in the Tasks Handled and Transfer Out report fields. For agent B, the
call is reported in the Tasks Handled report fields.

In this example, agent A is presented with an ICM-routed call for skill group Y. Agent A selects skill
group X via the Dialed Number Plan and initiates a transfer. The ICM script that uses the LAA select
node for skill group x realizes that Agent B is available and requests that agent A’s PG initiate a transfer
to agent B on behalf of Agent A’s phone. Agent B answers the transferred call. After consulting with
Agent B, Agent A completes the transfer. The InternalCall and TransferOut fields are then incremented
for Agent A against the skill group Y. After wrap-up is completed, the CallsHandled field is incremented
for agent A against skill group Y.

Agent B now talks to the caller and when the call disconnects and wrap-up is completed, CallsHandled
and TransferIn are incremented for Agent B against skill group X.

CallsHandled, TransferIn

CallsHandled, InternalCall, TransferOut

For agent A, the call is reported in Tasks Handled and Transfer Out report fields. For agent B, the call is
reported in Tasks Handled and Transfer In report fields.

In this example, a direct call comes into agent A's ACD extension.

Agent A selects skill group X via the Dialed Number Plan and initiates a conference. The ICM script that
uses the LAA select node for skill group X realizes that Agent B is available and requests that agent A’s
PG initiate a conference to agent B on behalf of Agent A’s phone. Agent B answers the conferenced call.
After consulting with Agent B, Agent A completes the conference.

Agent A disconnects from the conference. The InternalCalls and ConferenceOut and InternalCallsRvcd
fields are then incremented for Agent A against the default skill group.

Agent B or the caller disconnects. InterCallsRcvd and Conference Out are incremented against the default
skill group for agent B.

InternalCallRcvd, ConferenceIn

InternalCallRcvd, InternalCall, ConferenceOut

For agent A, the call is reported in Tasks Handled and Conf Out in report fields. For agent B, the call is
reported in Tasks Handled and Conf In report fields.

In this example, agent A is presented with an ICM-routed call for skill group Y.