Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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When a call is queued to more than one skill group, the call is counted as queued in each skill.
Therefore, it appears that the call is being counted more than once. At the Call Type level, these
calls are correctly counted as only one call. Similarly, if the call abandons while queued, it is
counted as an abandon in each skill group to which it is queued but is counted correctly as one
call at the Call Type level.

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Calls counted as errors in call type reports

Call type reports show calls being counted as errors.

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This is expected behavior. The error count for the call type is incremented for three events.

These events include:

•

An error occurs in the ICM script and a default route is not configured.

Examples of script errors include:

–

The calls enters a loop in the script and is executed in more script nodes than the
configuration allows and a default label does not exist.

–

A call is queued for longer than the maximum queue time configured and a default label
does not exist.

–

A terminating node does not lead to a label and a default label does not exist.

•

A TCD record is written with a CallTypeID that has a Call Disposition that is unexpected or
not counted elsewhere (The CallDispositionFlag will be 4). For Router errors, this includes
calls with RouterErrorCode in RCD which is greater than 0 but not 448. For Agent errors,
this includes Call Dispositions 1, 4, 8-12, 16-18, 20-27, 31-33, 39, 42, 44-51.

•

An error occurs at the VRU or CallManager that causes the call to fail before the router has
completed the call routing.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)