Cisco Unified Contact Center Express

Table of Contents

Writing Database Records

This chapter explains how call-related detail records and agent state change records are generated for various call flows and scenarios.

The explanations throughout this chapter use the following abbreviations for database records:

This chapter includes the following topics:

Flow of Call-Related Detail Records

Table 3-1 provides an example of the general flow of detail records for incoming ICD calls. This example assumes that the contact service queue (CSQ) is configured for auto-work and that the agent is configured for auto-available.

If the agent does not enter Work state after the call, the system writes the ACDR and the ASDR (Ready) when the call disconnects. If the agent is not configured for auto-available, the ASDR pertains to Not Ready state.

Call Scenarios

The following sections describe various call scenarios. Each example assumes that auto-work is disabled for incoming ICD calls and that all agents have auto-available enabled.

Basic ICD Call Scenario

In the Basic ICD Call scenario, a call reaches a CRA route point, executes a script, and queues for one or more CSQs. The system allocates agent A for the call, rings agent A's phone, and agent A answers the call.

Table 3-2 shows the call-related detail records that are generated by this scenario. Table 3-3 shows the agent state change records that are generated by this scenario.

Transfer to Route Point Scenario

After the basic ICD scenario (see the "Basic ICD Call Scenario" section), agent A transfers the call to a CRA route point. The call executes a script, queues for one or more CSQs, and connects to agent B. The server begins a new session and CCDR as soon as agent A starts the consult call. The server writes the CCDR for the consult call when agent A completes the transfer or when agent A or the script terminates that call.

Table 3-4 shows the call-related detail records that are generated by this scenario.

Conference to Agent Scenario

After the basic ICD scenario (see the "Basic ICD Call Scenario" section), agent A calls another logged-in agent, agent B, and conferences agent B into the original call. The server begins a new session and CCDR as soon as agent A starts the consult call. The server writes the CCDR for the consult call when agent A completes the conference or when agent A or agent B terminates the consult call.

Note   The server does not create a new CCDR or CRDR after the conference is completed.

Table 3-5 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent.

Workflow Redirect to Route Point Scenario

In the Workflow Redirect to Route Point scenario, an incoming call reaches a CRA route point. That workflow for that route point redirects the call to a second route point.

Table 3-6 shows the call-related detail records that are generated by this scenario.

ICD Call Unanswered Scenario

In the ICD Call Unanswered scenario, a call reaches a CRA route point, executes a script, and queues for one or more CSQs. The system allocates agent A for the call, rings agent A's phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step. Then the call goes into queue and is presented to agent B, who answers the call.

Table 3-7 shows the call-related detail records that are generated by this scenario. An asterisk (*) indicates a record that has the same name as another record but that is for a different agent.

Table 3-8 shows the agent state change records that are generated by this scenario.

Agent to Agent Non-ICD Call Scenario

In the Agent to Agent Non-ICD Call scenario, agent A goes offhook and calls agent B. Agent B answers, the two agents talk for a while, then agent B hangs up.

Table 3-9 shows the call-related detail records that are generated by this scenario. Table 3-10 shows the agent state change records that are generated by this scenario.

Agent to Agent Non-ICD Call Transfer Scenario

In the Agent to Agent Non-ICD Call Transfer scenario, Agent A receives a non-ICD call from an unknown party. Agent A places a consult call to agent B, agent B answers the call, and agent A completes the transfer. Agent B then hangs up.

Table 3-11 shows the call-related detail records that are generated by this scenario. Table 3-12 shows the agent state change records that are generated by this scenario.

Agent to Agent Non-ICD Call Conference Scenario

In the Agent to Agent Non-ICD Call Conference scenario, agent A receives a non-ICD call from an unknown party. Agent A places a consult call to agent B, and agent B answers the call. Then agent A establishes a conference, and agent A, agent B, and the caller are now in conversation. Agent A hangs up. Then Agent B hangs up.

Table 3-13 shows the call-related detail records that are generated by this scenario. Table 3-14 shows the agent state change records that are generated by this scenario.

ICD Call Blind Transfer Scenario

In the ICD Call Blind Transfer Scenario, agent A is connected and talking to an incoming ICD call. Agent A puts that call on hold and places a consultative transfer to agent B. Agent A completes the transfer and then agent B answers.

Table 3-15 shows the call-related detail records that are generated by this scenario. Table 3-16 shows the agent state change records that are generated by this scenario.

Agent Places Consult Call then Resumes Call Scenario

In the Agent Places Consult Call then Resumes Call scenario, agent A is connected to an incoming ICD call. Agent A presses the Transfer button to initiate a consult call with agent B. Agent A receives a dial tone, drops the consult call, and resumes the incoming call.

Table 3-17 shows the call-related detail records that are generated by this scenario. Table 3-18 shows the agent state change records that are generated by this scenario.

Agent Consults Agent then Resumes Call Scenario

In the Agent Consults Agent then Resumes Call scenario, agent A is connected to an incoming ICD call. Agent A puts that call on hold and initiates a consultative transfer to agent B. Agent B answers, talks to A for some time, then hangs up without agent A completing the transfer. Agent A resumes the original call.

Table 3-19 shows the call-related detail records that are generated by this scenario. Table 3-20 shows the agent state change records that are generated by this scenario.