Cisco Cisco Unified Contact Center Enterprise 9.0(2) 用户指南

script "overflow" from the first call type into second call type. Overflow might occur in VRU
application scripts, where Call Type requalify is used to separate information gathering from
queuing, or, if CVP is the VRU, in Redirection on No Answer situations in which the Router
requalifies the call type to assign the call to a different agent.

External tasks are tasks that go through a voice gateway or Media Routing PG or tasks that are
routed to an agent from a person on a different Cisco CallManager cluster. For example, calls
from the call center to customers go through voice gateways and are considered external. Only
Voice calls can be external or internal; single-session chat, multi-session chat, e-mail, and
blended collaboration task are always external.

In addition to being internal or external, tasks can be incoming or outgoing. An incoming task
is a task that an agent receives. An outgoing task is a call that an agent places. For example, if
a customer calls an agent, the call is incoming for the agent. If an agent calls a supervisor, the
call is outgoing for the agent. Voice calls can be either incoming and outgoing; single-session
chat, multi-session chat, e-mail, and blended collaboration task are always incoming.

For Voice calls only, agents can also transfer calls, receive transferred calls, place consultative
calls, and engage in conference calls.

The following table describes the tasks that an agent can receive and place and how they are
reported.

Internal In

Calls that are not routed by an ICM/IPCC routing script. Incoming
Direct Tasks are tasks that come directly to the agent’s extension. These

Incoming
direct/internal calls

calls can be either internal (agent or device on same CallManager cluster
or within the VoIP network to another CallManager cluster) or external
(through a voice gateway).

Examples of this kind of call include: calls that are directly transferred
by another agent without going through a script and calls that resulted
from agent-to-agent calling.

Data for these calls are stored in the InternalCallsRcvd fields of the
Agent_Skill_Group_Half_Hour historical database table.

External Out Tasks

Calls initiated by agents from their extension that pass through a voice
gateway. Outgoing External Tasks are always voice tasks.

Outgoing external
calls

Consult, conference out, and transfer out calls are counted as outgoing
external calls if they are outside the voice gateway, which could include
a Network IVR or on-premise IVR that is connected using voice gateway
or remote agent extensions at another Cisco CallManager site.

Agent-to-Agent dialing is outgoing external if the agent initiating the
call if the call must traverse a voice gateway to get to the destination
agent.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)