Cisco Cisco IPCC Web Option Guida Utente
capture additional details about the performance of the script and the customer's experience
for each point in the script for which a TCD record is created.
for each point in the script for which a TCD record is created.
•
There might be cases when a call is not queued, but instead sent to the agent directly (using
the LAA Select node) from the VRU. You must ensure the VRU PG is configured correctly
to ensure that such a call is considered answered at the VRU service rather than abandoned.
the LAA Select node) from the VRU. You must ensure the VRU PG is configured correctly
to ensure that such a call is considered answered at the VRU service rather than abandoned.
•
If you are using IP-IVR as the VRU, set the Configuration parameter in the VRU PG record
to /ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being
queued are reported as Answered.
to /ASSUME_ANSWERED to ensure that calls sent from the VRU to an agent without being
queued are reported as Answered.
See Also
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition
System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition
ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
System IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition
ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Configuration and Scripting Recommendations for Self-Service Applications, Information Gathering Applications, and Queue Applications
Reporting