Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

you make to an agent's skill group membership take place immediately without need for the
agent to exit and re-enter the system.

• For agents currently in a call, a change to their skill group membership will not take place

until the call has terminated.

• If your company has chosen to install this tool, you can perform the functions listed above.

The Agent Re-skilling Tool is an optional tool, so this tool might not be available on your
system.

About Network Transfer for IVRs

When a call is transferred from an IVR (for example, IP IVR) to an agent and that agent wants
to transfer the call to another agent, the transfer can be made either from the agent’s IP phone
or the agent desktop.

Transfers made from the:

•

IP phone are made using CTI route points that point to an ICM/IPCC script.

•

Agent desktop are made using the Dialed Number Plan.

For network transfer from either the IP phone or the CTI Toolkit Agent Desktop (Win32), you
must queue the call to the skill group in the first ICM/IPCC script; for example, “NetXfer1,”
to create the call context. In this script, the “networkTransferEnabled” flag must be set to “1.”

About IPCC Enterprise Routing

To understand how IPCC Enterprise routes voice call, you must understand the concepts of
routing operation and routing configuration.

About Routing Operation

To understand how IPCC Enterprise routing occurs, you must understand these concepts:

•

The Routing Client: The IPCC Enterprise component that submits a route request to the
Central Controller.

In IPCC Enterprise configurations, the routing client can be:

–

The CallManager PG or System IPCC Agent/IVR Controller

–

An interexchange carrier (IXC)

–

A VRU PG

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)