Cisco Cisco IPCC Web Option Mode D'Emploi

3. The Router sends a DoThisWithTask (DTWT) message to the MR PG and a pre-call 

message to the Agent PG for the peripheral to which Agent A belongs. These messages 
indicate that Agent A has picked for the task, and that the task is associated with skill 
group S and service SV. 

4. When the MR PG receives the DTWT message, the PG sends the message to the 

application instance and creates a termination record (TCD) for the task request. When 
the task request is successful and the agent is assigned to the task, the TCD created by 
the MR PG contains a relevant information in the scenarios.

5. When the application instance receives the DTWT message, it offers the task to Agent A 

and sends an OfferTask message to the Agent PG. (Since the OfferTask message is 
optional, the application instance can send a StartTask message without sending an 
OfferTask message. In this case, when IPCC/ICM receives a StartTask message it acts as 
if it had received an OfferTask message immediately followed by a StartTask message.)

6. The pre-call message sent to the Agent PG also contains the delay time of 1 second and 

queue time of 120 seconds for the task request. The Agent PG determines the network 
time by measuring the interval between the pre-call message and the OfferTask 
message. The Agent PG will use the time taken as part of its computation of the Answer 
Wait Time for the task, and as part of the computation to determine if the task is 
answered within Service Level. It also records the duration in the TCD which is created 
when Agent A completes the task.

The tables below list the reports and the fields impacted:

NewTask request message received (Router starts running the script)

Skill_Group_Real_Time (row for skill group S)

Skill_Group_Half_Hour (row for skill group S)

Agent_Skill_Group_Half_Hour Table (row for Agent A, skill group S)

Service_Real_Time Table (row for Service SV)

Service_Half_Hour Table (row for Service SV)

Router script executes Queue to Skill Group node for skill group S

CallType 24

The following fields will be incremented:

Offered 5 

Offered 30

Offered Today

CallType 26 

Tasks Offered will be incremented.

CallType 24 

Router Tasks Q Now will be incremented.