Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

to a default label, the call is added to the count of default routed calls to the call type. If the call
cannot be routed and a default label is not assigned, the call is counted as an error.

Also, plan to include a Termination Node with Termination type of default label for all scripts in
which there is some unexpected input (else condition). This ensures that the call is added to the
count of default routed calls to the call type. If the call cannot be routed and a default label is not
assigned, the call is counted as an error.

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In all scripts, account for failure by creating a path for calls that encounter unexpected conditions.
You might want to route these calls to voicemail, an announcement, or a busy signal.

If you are planning to use Short Calls in your system to filter out false abandons or to detect when calls
are answered and terminated too quickly to be considered handled, follow these guidelines to obtain
reporting data for short calls:

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To define abandoned short calls for the call type, configure short calls using the System Information
tool in the ICM Configuration Manager. Set the Abandon Call Wait Time to the number of seconds
that you want. If you want want abandoned calls to adversely affect the Service Level, define the
Service Level threshold at the call type to be less than the Abandon Call Wait Time time

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To define abandoned short calls for services, configure short calls using the PG Explorer tool in
ICM Configuration Manager. Set the Abandon Call Wait Time to the number of seconds that you
want. If you want want abandoned calls to adversely affect the Service Level, define the Service
Level threshold at the service to be less than the Abandon Call Wait Time time

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To define answered short calls for services, configure short calls using the PG Explorer tool in ICM
Configuration Manager. Set the Answered Short Call Threshold to the number of seconds that you
want. If you do not want answered short calls to impact Service Level, set the value to less than
the Service Level threshold for the peripheral.

Answered short calls are not available for the call type.

If you plan to use WebView as your reporting tool, you must configure an ICM Distributor Admin
Workstation as a Historical Data Server (HDS). The HDS stores historical reporting data and WebView
connects to the HDS to retrieve report information.