Cisco Cisco IPCC Web Option Mode D'Emploi
Agent A selects skill group X via the Dialed Number Plan and initiates a consult. 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 consult call. After
consulting with Agent B, Agent A activates the Reconnect button, which disconnects Agent B and Agent
A resumes talking to the caller. The InternalCall field will be incremented for Agent B against the skill
group X.
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 consult call. After
consulting with Agent B, Agent A activates the Reconnect button, which disconnects Agent B and Agent
A resumes talking to the caller. The InternalCall field will be incremented for Agent B against the skill
group X.
Agent A disconnects from the call. After wrap-up is completed, CallsHandled and Consultative Calls
field are incremented for agent A against skill group Y.
field are incremented for agent A against skill group Y.
Table 23 : Consultative Transfer Incomplete: Agent A conferences in Agent B
Fields incremented for Agent B against skill group X
Fields incremented for Agent A against default skill group
CallsHandled
CallsHandled, ConsultativeCall
For agent A, the call is reported in Tasks Handled and Cons Out in report fields. For agent B, the call is
reported in Tasks Handled report fields.
reported in Tasks Handled report fields.
Configuration and Scripting Considerations for Transfer and
Conference Reporting
Conference Reporting
Call transferring and conferencing can be accomplished in two ways. The agent can use the Dialed Number
Plan to access a routing script, designed specifically to handle transfer or conference calls. (Recommended).
The agent can also manually transfer the call to another agent or conferences in another agent or party
by dialing the recipient's extension directly. (Not recommended).
Plan to access a routing script, designed specifically to handle transfer or conference calls. (Recommended).
The agent can also manually transfer the call to another agent or conferences in another agent or party
by dialing the recipient's extension directly. (Not recommended).
With IPCC, the Dialed Number Plan is the recommended method for configuring call transfer because:
•
A service, route, or call type is assigned to the transferred call.
•
The transferred call to the recipient agent is recorded for the skill group to which the call is queued
within the transfer script.
within the transfer script.
•
CallsHandled is incremented.
•
Wrap up is supported.
•
Call context information is preserved.
Therefore, you should ensure that the Dialed Number Plan (DNP) is used to transfer calls.
Configuration and scripting recommendations for transfers and conferences include transfers and
conferences to skill groups and transfers and conferences to agents.
conferences to skill groups and transfers and conferences to agents.
Configuration and Scripting Considerations for Transfers and Conferences to Skill Groups
Follow these guidelines when configuring and scripting for transfers and conferences to skill groups:
•
Configure the Dialed Number Plan in the either the ICM Configuration Manager or ICM Bulk
Configuration tool.
Configuration tool.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Managing Agents
Configuration and Scripting Considerations for Transfer and Conference Reporting