Cisco Cisco IP Contact Center Release 4.6.2 Nota Di Rilascio

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PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring
tones, such as phone ringing or busy signal.

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PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls, place outbound
calls, and hear ring tones, such as phone ringing or busy signal.

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PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however, lines to dial
per agent is not calculated—users configure a fixed number of lines that will always
be dialed per available agent.

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PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED, but a fixed
number of lines will always be dialed per available agent.

Note: If the administrative script (where the OutboundControl variable or reservation
percentage is set) is running, but the modes/percentages are not being updated at the
Dialer, do the following: 1. Make sure that the skill group being controlled is the
base skill group, and not the primary or secondary skill groups. Although agents may
be logged into just the primary or secondary skill group, the outbound control variable
must always be set on the base skill group. 2. Verify that the outbound control variable
mode is spelled correctly.

4. Set the OutboundPercent variable by entering the agent percentage in the Value field of

the Set Properties window.

Note: Use the Set node to set skill group variables (OutboundControl and
OutboundPercent).

This variable controls the percentage of agents, logged into a particular skill group, to be
used for outbound dialing. For example, if there are 100 agents logged into skill group N,
and the OutboundPercent variable is set to 50%, 50 agents would be allocated for outbound
dialing.

Note: This variable does not allocate specific agents for outbound dialing, just a total
percentage.

The following illustration displays a very simple administrative script where both the
OutboundControl variable and the outbound percentage are set for a skill group. A script in a
production call center would typically be more complex, perhaps changing these variables due
to time of day or service level.

• Refer to the ICM Script Editor online help for detailed information about using ICM Script

Editor.

• See the “

” section for sample administrative and routing scripts

for the IPCC System PG.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)