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Cisco icm software release 4 6 2 script editor guide pdf

cisco icm software release 4 6 2 script editor guide pdf

Software Specification (Bill of Materials) for Cisco Unified ICM/Contact task from the Script Editor (refer to the Scripting and Media Routing Guide for. Sample Default Unified IP IVR Scripts CHAPTER 2. Features Enabled for Each Product by Product Licensing Cisco Unified Contact Center. Software for all of the Unified CCX feature components are loaded on the Use the Unified CCX Editor to create scripts that direct the. EXTEND DISPLAY SPLASHTOP

The conference request message. Any call data that was delivered to the conferencing agent or added by the conferencing agent is sent. Dialed Number Plan. Entries in the DNP are. PIM startup. In order for the Unified ICM to route the. Within the DNP, fuzzy wildcard matching of dialed number strings is allowed.

The DNP is not the. Configuration Manager tool. The Unified ICM router maps dialed numbers to call types, and call types. This is how a specific dialed number is mapped to a routing. For administration details on editing dialed numbers, call types, and. Entries in the Dialed Number Plan must be configured with a dial plan type. There are six predefined. Because the Cisco Unified CallManager. Note Changes to the agent desk settings profile do not take effect until the agent logs out and logs in again.

Entries in the Dialed Number Plan must also be configured to indicate whether a post-route is required. For dialed numbers to be used in conference scenarios, Cisco recommends that the post-route option be. When this field is set to Yes, the dialed number to be used for the route. Upon receipt of the route request, the Unified ICM router matches the dialed number to a call type and.

Within the routing. The Unified. ICM router will determine which device target phone extension and desktop the agent is logged into. At this point there are numerous scenarios that can occur, depending upon the type of conference being. A blind conference is used when the conferencing agent does not need to speak with the target agent.

After specifying a blind conference in the conference dialog box on the agent desktop, the conferencing. The desktop then sends the conference. The conferencing agent will see the call. While the call is being placed.

When the target agent's phone begins. The target agent. Upon answering the call, the target agent is speaking with the original caller. If the target agent does not answer, then RONA reroute on no. If auto-answer is enabled, the original caller and the target agent do not hear any ringing; the call is just.

If the agent is conferencing the call to a generic skill-group DN to find an available agent with a. The call would still. Any call data collected by the. The caller will not hear any ringback. When the target agent becomes.

The destination for the conferenced call depends upon the. Cisco Unified CallManager places. The caller generally hears tone on hold while the conference is being completed. The exception is that. There is a Cisco Unified CallManager configuration parameter. The conferencing agent can hear the target agent's phone ringing assuming auto-answer is not enabled.

At any time after this, the agent can click the Conference Complete button to. Generally the conferencing agent will not click the Conference Complete button before the target agent. However, the conferencing agent can click on the. If the agent is conferencing the call to a generic DN to find an available agent with a particular skill, but. The conferencing agent could press the Conference Complete button at any time. This particular scenario is known as warm transfer. The caller and the agent.

Upon availability of an appropriately skilled agent,. During the consultation leg of a consultative conference, the conferencing agent can reconnect with the. To do so, the agent simply clicks the Reconnect button. This action. CallManager to release the consultation call leg and to reconnect the agent with the original caller. This is basically the process an agent should use when they want to make a consultation call but for. After a call is successfully. Therefore, the conferencing agent can later request another conference, and.

Consultative conferences and reconnects are all done from the agent desktop and use the single. The Unified CCE system. The hardware phone offers a. If an. Alternate is the ability for the agent to place the consultation call leg on hold and then retrieve the. The agent can then.

An agent. When the conferencing agent has alternated back to the original caller, the only call controls buttons. The Conference Complete and Reconnect controls will be. The Alternate control will alternate the conferencing agent back to talking with the consulted. When the agent has alternated back to the consultation leg, the Release, Alternate, Conference,.

The Alternate control will alternate the conferencing agent. The Conference control will complete the conference, and the. Reconnect button will drop the consulted party and reconnect the agent with the original caller. In these scenarios, the PIM simply sends a. Call data is lost if the Unified ICM does not route the call. If the conference is to a specific agent, then the agent requesting the conference must enter the agent ID.

In the script editor, use the agent-to-agent routing. If you. PIM contains this agent. Agent IDs by themselves are not unique. Agent IDs are associated with a. By not repeating agent IDs across the enterprise and by.

PIM contains the agent. In the event that the target agent is not in a ready state, the agent-to-agent script editor node allows. Transferring of conference calls is allowed with the same conditions as described in the section on. After a conference call is completed, a call detail record for the original call leg will exist and a new call. The two call records are associated with one another. The time during the consultation call leg, and before. During a conference, only the controller may through the softphone conference in other participants.

Hardware phones might allow this function, but it is not supported by Unified CCE. After a call has been successfully conferenced, another party can be conferenced in by the controller. The limit on the number of participants depends on the bridging hardware used, the Cisco Unified. Many PSTN service providers offer a network-based transfer service. These services are generally. The PSTN is. There are numerous ways that Unified CCE can be deployed, but the deployments can generally be.

Many variations or combinations of these deployment models are possible. The primary factors that. This chapter discusses the impact of these factors except for sizing on the selection of a design. Scenarios that best fit a particular deployment model are also noted. In this chapter, section titles are prefaced by the type of factor discussed in the section. The factors are. A combination of these deployment models is also possible. For example, a multi-site deployment may.

Examples of scenarios where combinations are likely. For more information on the network. This section describes options that can apply to many of the specific deployment models listed in the. It describes at a high level the trade-offs that can be made when installing the. Unified CCE agents. This section talks about those two types of peripherals and the strengths and. The Cisco Intelligent. CallManager as separate peripherals. This treatment means that routing must be done once for each.

Until Unified CCE 7. For example, this deployment is capable of using either a. Unified CCE System peripheral. CallManager peripherals as a single peripheral, eliminating the need to translation-route calls to the. It is installed using a new streamlined.

Because System Unified CCE is installed and configured differently, it does not support the number of. System Unified CCE supports the following specific. The specific number of agents that can be. Unified CallManager appliances and should be run using only the Cisco server models specified in the.

This requirement also applies to the. Each of the three deployment models can be redundant or have duplexed servers for the Central. The Multichannel. There is no option to make. The Multichannel Controller for. There is no option to make this controller redundant or to use a duplex server.

It installs a media routing peripheral. The outbound controller must be. It is not possible to make this controller redundant, to add a duplex server,. Enterprise system. This Peripheral Gateway may not be installed on any of. Peripheral Gateway pair.

Note that this Peripheral Gateway is configured only on the parent Unified. It is installed and configured using a. However, if the deployment that is being installed falls within the parameters required by System Unified. Web-based administration for both registry and database configuration — All configuration is done.

For customers with more complex. For those configurations that System. Unified CCE does fit, the reduced deployment time and ease of administration provide significant. The Unified ICM system that serves as the network or enterprise routing point. The child looks like. The parent can perform all functions.

The child. The child can also post-route calls from the Unified CCE to the. For example, the call could. This independence provides complete. Unified CCE 7. The lower-end Cisco IP phone models and third party phones also. Therefore, in environments that include these SIP.

This should be kept in mind. For deployments using Cisco Unified Mobile Agent, it is important to consider the location of the voice. For design guidance and considerations for. A single-site deployment refers to any scenario where all voice gateways, agents, desktops, phones, and. Figure illustrates this type of deployment. For example, Unified CVP could be used instead of the. For information on Unified. The number of Cisco Unified CallManager nodes and the hardware model used is not specified along.

For information on determining the number and type of servers. Also not specified in this model is the specific data switching infrastructure required for the LAN, the. Cisco campus design guides and. Cisco Unified Communications design guides are available to assist in the design of these components. The chapter on Sizing Call Center Resources, page , discusses how to determine the number of.

Another variation in this model is to have the voice gateways connected to the line side of a PBX instead. The amount of digital signal processor DSP resources required for placing calls on hold, consultative. For information on sizing of these. The main advantage of the single-site deployment model is that there is no WAN connectivity required. Given that there is no WAN in this deployment model, there is generally no need to use G.

Only a single. This peripheral unifies the appearances of the multiple PIMs and also handles load balancing calls. Up to five. The Unified CCE handles load balancing between. Although not usually deployed in a single-site model, the Unified CVP could be used to provide the call. System Unified CCE does not support the use of. The web configuration tools would. Additionally, because Unified CVP is not part of the.

In this deployment model, all initial and subsequent queuing is done using Unified CVP. A single server. Multiple servers, on the other. For more information about redundancy, see the chapter on Design. In these deployment models the Enterprise Unified CCE peripheral is used to handle interactions with. This means that the web configuration tools are not available in these scenarios. If multiple. Translation routes must be configured manually between the Cisco Unified.

Load balancing is done manually in the. Although not usually deployed in a single-site model, Unified CVP could be used to provide the call. In this deployment model as well as in the multi-site centralized call processing model , both the. This also implies that both the routing. The transferring agent generates a transfer to a. The Unified ICM router will match. The routing script looks for. If a target agent specialist is available to receive the transferred call, then the Unified ICM router will.

In this scenario, the. At the same time that the label is returned to the routing client, pre-call data which includes any call. In this scenario, the routing. This is because the transferring agent and the. In some of the more complex scenarios to be. If a target agent is not available to receive the transferred call, then the Unified ICM routing script is.

In both cases the label is a dialed number that will instruct the Cisco Unified CallManager to transfer. Translation routing is done without having to configure the. In the case of the Unified CCE peripheral, the routing client and peripheral target are different. A multi-site deployment with centralized call processing refers to any scenario where call processing. If an enterprise has small remote sites or offices in a metropolitan area where it is not efficient to place.

As sites become larger or. Only a small data switch and router, IP phones, and agent desktops are needed at remote sites where. No PSTN trunks are required directly into these small remote sites and offices, except for local. PSTN trunks are used more efficiently because the trunks for small remote sites are aggregated. Calls are extended. As with the single-site deployment model, all the same options exist when using traditional Unified CCE. For example, multi-site deployments can run the Unified ICM software all on the same.

The Unified ICM software can be installed as redundant or simplex. The number of Cisco Unified CallManager and. It may be desirable for calls within a site to be uncompressed, so transcoding might also be. Adequate bandwidth. Because there are no voice gateways at the remote sites, customers might be required to dial a. This situation could be mitigated if the business.

An alternative is to offer customers a. However, this requires the call center to incur toll-free charges that could be avoided if customers. The lack of local voice gateways with local PSTN trunks can also impact access to emergency. In most cases, local. Cisco Unified CallManager locations-based call admission control failure will result in a routed call. Therefore, it is important to provision adequate bandwidth to the remote sites.

If requeuing is required during a transfer. Transfers in this scenario are, from the point of view of the contact center, the same as in the single-site. Therefore, the same call and message flows will occur as in the single-site model, whether the. The only differences are that. For details on. A variation of the centralized call processing model can include multiple ingress voice gateway.

This distributed voice gateway model might be appropriate for a company with many small. This model provides local PSTN connectivity. Figure illustrates this model. Customer service levels for calls arriving into that site might suffer due to longer queue times and. Longer queue times can occur because, even though an agent at another site is available, the Unified.

Longer handle times can occur because, even though a more qualified agent exists at another site,. In order to restrict a call to the site at which it arrived in this deployment model, it is necessary to create. In order to route a call to any agent in a given skill. It is important for deployment teams to carefully assess the trade-offs between operational costs and. The centralized voice gateways can be connected to one PSTN carrier providing toll-free.

Identify who is calling, why they are calling, where they are calling. In the traditional Unified CCE model, with multi-site deployments and distributed voice gateways, the. Unified ICM pre-routing capability can also be used to load-balance calls dynamically across the. In multi-site environments where the voice gateways have both local PSTN trunks and separate toll-free.

For example, suppose you have a. In that scenario, you could have the Unified ICM instruct the toll-free provider to route most or all of. This type of multi-site load balancing provided by the Unified ICM is. Note that Unified ICM pre-routing. Just as in the two previous deployment models, much variation exists in the number and types of Unified.

In multi-site environments with distributed voice gateways, Unified CVP can be used to leverage the. Using the distributed gateways with Unified CVP permits calls to queue locally. Only call signaling H. In these models, pre-routing to. Basic carrier percent allocation can be used to allocate calls to the sites and failover rollover trunks.

Only limited systems management skills are needed for the remote sites because most servers,. The Unified ICM pre-routing option can be used to load-balance calls across sites, including sites. In this model, the only Unified CCE. If calls are not going to be restricted to the site where calls arrive, or if calls will be made between.

It is important to determine the maximum number. Cisco Unified CallManager locations-based call. Cisco Unified CallManager is not currently supported. Therefore, it is important to provision. CallManager servers will flow over the WAN. Because the deployment of contact center components is essentially the same as in other multi-site. Additionally, if Unified ICM pre-routing is used to interact with carriers and distribute calls to the voice.

WAN bandwidth must be provisioned to support all calls that will be treated and queued at the central. A separate VRU peripheral must be configured. This means that translation routes must be configured to transfer calls with call data. However, Unified CVP does provide benefits of queuing and treatment for. When using Unified CVP for. Using Unified CVP for treatment and queuing allows you to reduce the amount of voice bearer traffic.

Unified CVP queues and treats calls on the remote gateways, thus eliminating. WAN bandwidth must still be. Each site can be. The label then indicates whether a. These transfer. Enterprise s with multiple medium to large sites separated by large distances tend to prefer a distributed. In this model, each site has its own Cisco Unified CallManager cluster, treatment. However, as with the centralized call processing model, sites.

Some deployments may also contain a. Unified CCE child model would be appropriate to provide local, distributed call processing with a local. Enterprise parent for enterprise-wide routing, reporting, and call control. Regardless of how many sites are being deployed in this model, there will still be only one logical.

This deployment model is a good choice if the company has multiple medium to large sites. Just as in the centralized call. An analysis of benefits from. Figure illustrates this model using a traditional Unified CCE deployment with the. As with the previous models, many options are possible.

Central processing and gateways may be added for self-service, toll-free calls and support for smaller. Scalability — Each independent site can scale up to the maximum number of supported agents per. Cisco Unified CallManager cluster, and there is no software limit to the number of sites that can be.

Unified CCE System. Use of a PSTN. If desired, a small portion of calls arriving at a particular site can be queued for agent resources. Gatekeeper-based call admission control could be used to reroute calls between sites over the PSTN. It is best to ensure that adequate WAN bandwidth exists. Therefore, it is important to implement a. Even when a fault-tolerant WAN is implemented, it is important to identify.

For more information on these options, refer to the chapter on Design Considerations for High. While two intercluster call legs for the same call will not cause unnecessary RTP streams, two. When a call is transferred and subsequent queuing is required, the queuing should be done.

For example, if a call comes. A second intercluster call would be made only if an agent at Site 1 was selected. The RTP flow at this point would be directly from the voice gateway at Site 1 to the. However, the two Cisco Unified CallManager clusters would still logically see. Transfers within a site function just like a single-site transfer. Transfers between Cisco Unified. An alternative to using the. These services allow the. Another alternative is to have the Cisco Unified CallManager cluster.

This model, as designed with multiple remote locations, is not supported under the System Unified CCE. However, in Unified CCE 7. In this model, the PGs at the remote sites. This model does not, however, allow the use of the Web Configuration tools. The core of the system. This is a unique design wherein. This model is perhaps more typical of.

This model, as designed with multiple remote locations, is more suited for the traditional Unified CCE. The system could be deployed with the Generic. CCE System PG that combines both of these peripherals into a single peripheral for routing and reporting.

Existing customers. This model has the advantage of being more tolerant of WAN outages,. Figure shows this same model deployed using the. There is a Unified CCE. Users at Site 1 cannot see any of the calls or reports from. Site 2 in this model. The child System Unified CCE deployments can also transfer calls across the system between the sites. This is an excellent. Unified CCE. It allows the Unified ICM to continue performing enterprise-wide routing and reporting.

Unified CVP provides a virtual network queue across all the distributed sites controlled by the. The parent Unified ICM has visibility into all the distributed sites and will send. Each distributed site can scale up to the maximum number of supported agents on a single System.

Unified CCE deployment. CallManager cluster to scale up to the maximum number of supported agents per cluster. The System. Gateway PG must be sized properly and provisioned for bandwidth and QoS. For details, refer to. Central Controller is lost, then all contact center routing for calls at that site is put under control of. Unified CVP-controlled ingress voice gateways would have. For more information, see the chapter on Design Considerations for.

This deployment model is the same as the previous model, except that Unified CVP is used instead of. In this model, voice gateways with PSTN trunks. Just as in the centralized call processing model with distributed voice gateways,. WAN bandwidth. Call treatment and queuing can also be achieved at the site where the call arrived,.

Figure illustrates this model using traditional Unified. Unified CVP Servers can be located either centrally or remotely. Call treatment and queuing will. Each independent site can scale to support up to 2, concurrent agents per Cisco Unified.

CallManager cluster, and there is no software limit to the number of sites that can be combined by. Use of a PSTN transfer service for. If desired, a small portion of calls arriving. Unified ICM pre-routing can be used to load-balance calls and route them to the best site to reduce.

Cisco provides a partner tool called the VRU Peripheral. Therefore, it is important that a fault-tolerant WAN. Unified CVP queues and treats calls on the remote gateways, eliminating the need to terminate the voice. Unified CVP servers may be located at the central site or distributed to. WAN bandwidth must still be provisioned for transfers and conferences that involve agents.

The primary advantage of the distributed Unified ICM option is the redundancy gained from splitting the. In a non-distributed Unified. In the. Latency across the private dedicated link cannot exceed ms one way ms round-trip. The private link cannot traverse the same path as public traffic.

The private link must have path. This link is used as part of the system fault tolerant design. For more information, see the. As part of the centralization of call processing, many customers prefer to combine the redundancy of the. Cisco Unified CallManager cluster for a single dial plan and voice system to administer. CallManager intra-cluster communications ICC , and all other voice-related media and signaling must. The WAN between central sites must be highly available.

When outages occur, agents and agent devices dynamically switch to. For information regarding site-to-site redundancy options, refer to the WAN. In case of partial failure. For more information, see the section on Bandwidth Requirements.

Communications requirements for clustering over the WAN. Currently a maximum latency of 20 ms. This equates to a transmission distance of approximately. The transmission distance will be lessened by. For full specifications, refer to the Cisco Unified. However, the bandwidth requirements for Cisco Unified CallManager intra-cluster.

Path diversity is required due to the architecture of Unified ICM. Without path diversity,. If a dual. Dedicated private link s may be two separate dedicated links one for Central Controller private and. Controller and PG private. Separate paths must exist from agent sites to each central site. Both paths must be capable of. These paths may reside. JTAPI connectivity. Local gateways also will need local redundant connections to Cisco Unified CallManager.

The minimum cluster size using Unified CVP as the treatment and queuing platform is 3 nodes. However, Cisco recommends 5 nodes, especially if there are phones. In this model, the voice gateways are located in the central sites. Calls are treated and queued locally, eliminating the need for queuing across a WAN connection.

WAN connections to agent sites must be provisioned with bandwidth for voice as well as control and. Local voice gateway might be needed at remote sites for local out-calling and Central site outages would include loss of half of the ingress gateways, assuming a balanced. Gateways and IVRs must be scaled to handle the full load in both sites if one site fails. Carrier call routing must be able to route calls to the alternate site in the case of a site or gateway.

Pre-routing may be used to balance the load, but it will not be able to prevent calls from being. In this model, the voice gateways are VoiceXML gateways located in the central sites. Unified CVP is. See Sizing. WAN connections to agent sites must be provisioned with bandwidth for voice as well as control. In this model, the voice gateways are VoiceXML gateways distributed to agent locations.

Unified CVP. Figure illustrates. Transfers and conferences to other sites would traverse the. Calls are treated and queued at the agent site, eliminating the need for queuing across a WAN. The media server for Unified CVP may be centrally located or located at the agent site. Media may. Locating the media server at the agent site reduces bandwidth.

Unified ICM private communications must travel on a separate path from the public communications. There are two options for achieving this path separation: dual and. The QoS configuration is limited to two classifications across each link, therefore links are simpler. Resizing or alterations of the deployment model and call flow might affect only one link, thus.

Unanticipated changes to the call flow or configuration including misconfiguration are less likely. The links must be across separate dedicated circuits. The links, however, do not have to be redundant. Link sizing and configuration must be examined before any major change to call load, call flow, or.

Single-link implementations are more common and less costly than. The link does not have to be redundant. If a redundant link is used, however, latency on failover must. For details, see Bandwidth Provisioning and. The link must be a dedicated circuit fully isolated from, and not tunneled across, the highly available.

HA WAN. Instead of using separate peripherals for. This means that calls. Additionally, both the A-side and. Standard PIM activation logic. This means. Only traditional Unified CCE models are recommended;. To scale beyond 6, agents,. For illustrations of the deployment models described in this section, refer to the figures shown previously. Loss of the entire central site is defined as the loss of all communications with a central site, as if the.

This can result from natural disasters, power issues, major connectivity issues,. If a central site retains some but not all connectivity, it is not. Failover times can range from 1 to 60 seconds for agents. Variations are due to agent count, phone registration location, and agent desktop server used. This failover takes approximately 30 seconds, and calls coming. This situation. This will cause both components to switch to simplex mode as described above.

If connectivity to one of the central sites is lost from a Unified MA site, all phones and agent desktops. Failover typically takes. The primary. Unified ICM. This causes Unified ICM to immediately log out all agents with phones that.

These agents cannot log back in until the highly available WAN is restored or their. An organization might want to deploy Unified CCE to support remote agents for example, at-home. This section outlines the. ADSL or Cable connection as the remote network. While this remote agent solution is still possible,. Series router as an edge router to the broadband network. The Cisco Series router provides the. This model provides high-quality voice using IP phones, with simultaneous data to the agent desktop.

The remote-agent routers can be centrally managed by the enterprise using a highly scalable and. This model can be deployed as part of an existing Cisco Unified CallManager installation. Configure remote agent IP phones to use G. The minimum bandwidth to support G. Wireless access points are supported; however, their use is determined by the enterprise security. Cisco recommends that you configure the conference bridge on a DSP hardware device.

There is no. This is the recommended solution. The remote-agent-over-broadband solution is supported only with centralized Unified CCE and. When the link is back up, you might. This task will. DNS entries can be dynamically updated or entered. The remote agent workstation requires Windows XP Pro for the operating system. In addition, XP. The Cisco Series router does not. Before actual deployment, make sure.

If you are deploying Cable, then take into account peak usage times. If link speeds fall below the specified bandwidth, the home agent can encounter voice quality. Longer delay times can result in voice jitter, conference bridge problems, and. For Cisco Supervisor Desktop, there are supervisor limitations to silent monitoring, barge-in,.

Cisco Agent Desktop. Enterprise and Express home and campus supervisors cannot voice-monitor home agents. Supervisors are capable of sending and receiving only text messages, and they can see which home. CTI OS home and campus supervisors can send and receive text messages,. For compatibility. From this. Unified CCE campus. Customer calls routed to the remote agent are handled in the same manner as.

Supports full range of converged desktop applications, including CTI data and high-quality voice. QoS is enabled only at the Cisco Router edge. Currently, service providers are not providing. Redirect-on-no-answer RONA should be used when a remote agent is logged in and ready but is. For enterprises that want to load-balance calls between a traditional ACD site and a.

In this scenario,. Use of a PSTN transfer service avoids any double trunking of calls at either site. In that environment, any transfer of a call back to the original site will. Each additional transfer between sites will result in an. If the call needs to be. Determination of where calls should be routed, and if and when they. Additionally, customers may choose to front-end all calls with the Unified CVP to provide initial call.

In this design, all calls come to the Unified CVP-controlled voice gateway first, and they are then. Calls are queued in the Unified CVP until an agent. In this model, the Unified ICM still provides virtual enterprise-wide routing, call treatment, and. The Unified ICM also has full. This application is only installed if it is selected during SQL Server software installation. It would be possible to do this by stepping through each agent in Agent Explorer, but this would take considerable manual effort.

A smarter solution would be to write an SQL query against the configuration database to return a list of the required agents. The data contained in the databases should be considered as read-only. SQL provides several commands that can be used to modify data, but these commands should not be used against the UCCE databases. Do not attempt to modify the database directly. Modest SQL queries can be executed against any of the databases without generating any performance impact.

However, writing queries that return excessive amounts of data can have a negative impact on the system and should be avoided. It is often the most simple of queries that can have the biggest impact. Finding a Call with a Specific ANI Occasionally, it will be necessary to find the details about a specific call that occurred on a certain day. Sometimes this call is the subject of a complaint, perhaps if the caller has complained that she has been in a queue for a long period of time or if she were extreme- ly unhappy with the specific agent that handled her call.

The result of the query returns all the columns from the TCD table for the specific record or records. The query also specifies a list of the call type IDs that should be included in the search. This allows the returned data to be specific to certain business units. Setting this value to 10, for example, would only return the callers who had made more than ten calls to the business. In many cases, call types are mapped to a call script so that the call type changes as the call flows through the various scripts, giving the business analysts a more detailed view of the call flow in their reports.

It is possible to define a Requalify Call Type node within a call-routing script but accidentally not associate the chosen call type with a script. The query in Example returns all the call types that are not associated with a call script. This can be used as a starting point when performing regular housekeeping and cleanup. However, it is important to note that not all call types should be mapped to a call script as some are used in the middle of a call script purely for reporting purposes.

Unfortunately, none of the configuration tools provide the UCCE adminis- trator with an easy method of producing a list of all agents that are assigned a specific agent desk setting. The query in Example returns a grouped list of agents against their respective agent desk setting.

EnterpriseName, Agent. EnterpriseName Locating the Last Script Node When troubleshooting call flow problems, it is often useful to know at which part of the call script the call failed. In Script Editor, it is possible to enable script node IDs, which assign an individual ID to each node within the call script.

Figure shows a call script with this enabled. The FinalObjectID column in this table lists the value of the last Call Script node that was executed before the call ended or failed. Using the value from the FinalObjectID col- umn allows you to determine the final node the call passed through in the call script from Figure For a busy contact center with a large number of agents, this table can grow quickly. For this reason, the Agent State Trace flag is not enabled by default.

Cisco recommends that AST is used only for a small number of agents for troubleshooting purposes, and disabled when troubleshooting is complete. The query results detailed in Example show the exact times that the agent changed state. Knowing this information is useful when troubleshooting issues where an agent did not receive an expected call.

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