Cisco Cisco IPCC Web Option
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Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) Installer Update C November 24, 2008
New and Changed Information
Clarification on Some Agent_Skill_Group_Half_Hour and Skill_Group_Half_Hour Fields
In the Schema documentation for the Agent_Skill_Group_Half_Hour and Skill_Group_Half_Hour
tables should be noted:
tables should be noted:
Because of rounding, the formula provided for LoggedOnTimeToHalf is not accurate. Ignore the
formula.
formula.
Because of rounding, the various time element data such as AgentOutCallsTimeToHalf,
HoldTimeToHalf, LoggedOnTimeToHalf (and so on) in the Agent_Skill_Group_Half_Hour table may
differ slightly from the comparable data in the Skill_Group_Half_Hour table. The data in the latter are
more exact.
HoldTimeToHalf, LoggedOnTimeToHalf (and so on) in the Agent_Skill_Group_Half_Hour table may
differ slightly from the comparable data in the Skill_Group_Half_Hour table. The data in the latter are
more exact.
Network Consultative Transfer Limited to 3-party Conference
The following discussion should be included in the Product Description Guide for Cisco ICM Hosted
Edition.
Edition.
Network Consultative Transfer (NCT), as the name implies, is intended primarily for one agent to
consult with a second agent before transferring a call to the second agent.
consult with a second agent before transferring a call to the second agent.
However, with limitations, NCT can also be used for conferencing.
4-party network conferences are not directly supported. A party in a 3-party conference that has initiated
a Network Consultative Transfer (NCT), can not initiate another NCT.
a Network Consultative Transfer (NCT), can not initiate another NCT.
For example:
1.
Caller calls Agent 1.
2.
Agent 1 answers the call.
3.
Agent 1 initiates NCT to Agent 2.
4.
Agent 2 answers the call.
5.
Agent 1 completes the conference.
6.
Caller, Agent 1 and Agent 2 are in conference.
7.
Agent 1 cannot initiate another NCT to another agent.
However:
8.
Agent 2 can initiate NCT to Agent 3.
Thus, although Agent 1's desktop would show a 3-party conference, and Agent 2's desktop would show
a 3-party conference, there would be—in effect—a 4-party conference.
a 3-party conference, there would be—in effect—a 4-party conference.
CallsAnsweredToHalf Does Not Include InternalCallsReceivedToHalf
In the Database Schema Handbook, in tables Agent_Skill_Group_Half_Hour and
Skill_Group_Half_Hour, it is stated in the description for the field CallsAnsweredToHalf that the value
for this field includes internal calls (InternalCallsReceivedToHalf). This is not true. Only inbound calls
are counted.
Skill_Group_Half_Hour, it is stated in the description for the field CallsAnsweredToHalf that the value
for this field includes internal calls (InternalCallsReceivedToHalf). This is not true. Only inbound calls
are counted.
Security Best Practices Guide and Windows OS Support
For the currently supported Windows operating system software, see the latest Hardware and System
Software Specification (Bill of Materials) for Cisco ICM/IPCC Enterprise and Hosted Editions, not the
Security Best Practices Guide.
Software Specification (Bill of Materials) for Cisco ICM/IPCC Enterprise and Hosted Editions, not the
Security Best Practices Guide.