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Cisco Unified Contact Center Enterprise 9.0(1)
Guia Do Utilizador
Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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List of Figures
Figure 1: ICM Enterprise with ACD architecture............................................................................................................34
Figure 2: IPCC Enterprise Architecture...........................................................................................................................35
Figure 3: IPCC Enterprise with Multichannel Options...................................................................................................37
Figure 4: Real-time Data Moved to Local Database.......................................................................................................40
Figure 5: Agent State Hierarchy in Skill Group and MRD.............................................................................................59
Figure 6: Agent State and Task State Relationship..........................................................................................................60
Figure 7: Sample Routing Script for Information Gathering and Queuing...................................................................118
Figure 8: Call Type Data for Calls that Abandon after Call Type is Changed...............................................................119
Figure 9: Call Type Data for Calls that Abandon before Call Type is Changed............................................................119
Figure 10: Routing Script for Voice Call without Queuing...........................................................................................132
Figure 11: Routing Script for Voice Call with Queuing................................................................................................135
Figure 12: Routing Script for Voice Call without Queuing...........................................................................................139
Figure 13: Routing Script for Redirection on No Answer with IP-IVR........................................................................143
Figure 14: Routing Script for Redirection on No Answer with IP-IVR........................................................................144
Figure 15: Routing Script for Redirection on No Answer with ISN.............................................................................149
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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