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

Answer timeout be approximately 2 seconds higher than the Ring no answer time configured
in Agent Desk Settings. The CVP Ring No Answer timeout also be less than 30 seconds
because the ICM/IPCC Central Controller waits up to 30 seconds for a response to arrive
from the CVP. If the response is not received within 30 seconds, the call fails.

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Within the routing script, plan to enable the Target Requery option in the routing script.
Target Requery is available from the Queue, Queue to Agent, Label, Select, and RouteSelect
nodes. Change the call type in the script after the requery and create a path for calls that are
requeried within the script. Queue calls that are requeried at a higher priority.

Using a separate call type enables you to report on activity for that call type. Viewing data
for this call types helps you gain insight into the number of calls that are requeried and to
see how the calls are finally handled.

Planning for VRU Application Reporting

For all deployments, follow these guidelines to obtain accurate and useful data for VRU
applications:

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If you have Self-Service or Information Gathering IVR applications and want to separate
self-service/digit collection metrics from queuing metrics, plan to change the call type in the
routing script before the call is queued. This ensures that you can report on both the
self-service/digit collection section of the call and the queuing section of the call using Call
Type reports.

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If you want to track how callers have progressed through a Self-Service or Information
Gathering IVR application, plan to use the VRUProgress variable in the Set node of the
routing script to indicate the status of the call at different points in the routing script. Use the
VRU Activity reports to view how callers have progressed through the VRU script. You can
use this variable to determine how many calls the application did not handle, how many were
handled, how many were transferred to an agent at the caller's request, how many calls were
not able to navigate and were redirected to an agent, and how many encountered error
conditions and were redirected to an agent.

For each transaction in the VRU Self-Service or Information Gathering application for which
you plan to change the VRUProgress variable, create a separate call type. In the script, change
the VRUProgress variable when the call reaches the end of a transaction and then change the
call type. This enables you to report on each transaction separately using the call type VRU
Activity reports.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)