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Writing Database Records

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Table of Contents

Writing Database Records
Flow of Call-Related Detail Records
Call Scenarios

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:

  • ACDR—AgentConnectionDetail record in the AgentConnectionDetail table
  • ASDR—AgentStateDetail record in the AgentStateDetail table
  • CCDR—ContactCallDetail record in the ContactCallDetail table
  • CRDR—ContactRoutingDetail record in the ContactRoutingDetail table

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.

Table 3-1   General Flow of Detail Records for Incoming ICD Calls

System Activity  Detail Record Activity 

Call reaches CTI Port

Allocate Session

Begin CCDR in memory

Call executes first Select Resource step

Begin CRDR in memory

System selects agent and rings phone

Begin ACDR in memory, write ASDR for state change to Reserved

Agent answers

Write ASDR (Talking)

Call disconnects

Write CCDR, CRDR, ASDR (Work)

Agent leaves Work state

Write ACDR, ASDR (Ready)

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.

Table 3-2   Basic ICD Call—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

CRDR1

100

0

Queue information from first script

ACDR1

100

0

Agent A and original call

Table 3-3   Basic ICD Call—Agent State Change Records

Record  Reason  Remarks 

ASDR1

4 (Reserved)

Agent A selected for call

ASDR2

5 (Talking)

Agent A answers call

ASDR3

3 (Ready)

Call ends

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.

Table 3-4   Transfer to Route Point—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

CRDR1

100

0

Queue information from first script

ACDR1

100

0

Agent A and original call

CCDR2

101

0

Consult call from agent A to route point

CCDR3

100

1

Second leg of original call to new route point

CRDR3

100

1

Queue info from second script

ACDR3

100

1

Agent B and original call

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.

Table 3-5   Conference to Agent—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

CRDR1

100

0

ACDR1

100

0

Agent A and original call

CCDR2

101

0

Consult call from agent A to agent B

ACDR1*

100

0

Agent B and original call

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.

Table 3-6   Workflow Redirect to Route Point—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Caller to first route point

CCDR2

100

1

Caller to second route point

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.

Table 3-7   ICD Call Unanswered Scenario—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

CRDR1

100

0

ACDR1

100

0

Agent A, ring time > 0 and talk time = 0

ACDR1*

100

0

Agent B, talk time > 0

Table 3-8   ICD Call Unanswered Scenario—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

4 (Reserved)

Agent A selected for call

ASDR2

A

2 (Not Ready)

Server retrieves call from agent's phone

ASDR3

B

4 (Reserved)

Agent B selected for call

ASDR4

B

5 (Talking)

Agent B answers call

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.

Table 3-9   Agent to Agent Non ICD Call—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Agent A to agent B

Table 3-10   Agent to Agent Non ICD Call—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

2 (Not Ready)

Agent A goes offhook

ASDR2

B

2 (Not Ready)

Call rings at agent B's phone

ASDR3

B

3 (Ready)

Agent B goes onhook

ASDR4

A

3 (Ready)

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.

Table 3-11   Agent to Agent Non ICD Call Transfer—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Unknown party to agent A

CCDR2

101

0

Agent A to agent B

CCDR3

100

1

Unknown party to agent B

Table 3-12   Agent to Agent Non ICD Call Transfer—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

2 (Not Ready)

First call rings at agent A's phone

ASDR2

B

2 (Not Ready)

Consult call rings at agent B's phone

ASDR3

A

3 (Ready)

Agent A completes transfer

ASDR4

B

3 (Ready)

Agent B hangs up

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.

Table 3-13   Agent to Agent Non ICD Call Conference—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Unknown party to agent A

CCDR2

101

0

Agent A to agent B

Table 3-14   Agent to Agent Non ICD Call Conference—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

2 (Not Ready)

First call rings at agent A's phone

ASDR2

B

2 (Not Ready)

Consult call rings at agent B's phone

ASDR3

A

3 (Ready)

Agent A hangs up

ASDR4

B

3 (Ready)

Agent B hangs up

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.

Table 3-15   ICD Call Blind Transfer—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Original call and agent A

CRDR1

100

0

ACDR1

100

0

Agent A

CCDR2

101

0

Agent A and agent B

CCDR3

100

1

Original call and agent B

ACDR2

100

1

Agent B

Table 3-16   ICD Call Blind Transfer—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B's phone rings

ASDR4

A

3 (Ready)

Agent A competes the transfer

ASDR5

B

5 (Talking)

Agent B answers

ASDR6

B

3 (Ready)

Caller hangs up

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.

Table 3-17   Agent Places Consult Call then Resumes Call—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Original call and agent A

CRDR1

100

0

ACDR1

100

0

Includes talk time both before and after the cancelled consult call

CCDR2

101

0

Agent A, no called party info

Table 3-18   Agent Places Consult Call then Resumes Call then Resumes Call—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

A

3 (Ready)

Caller hangs up

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.

Table 3-19   Agent Consults Agent then Resumes Call—Call-Related Detail Records

Record  Session ID  Session Sequence Number  Remarks 

CCDR1

100

0

Original call and agent A

CRDR1

100

0

ACDR1

100

0

Includes talk time both before and after the consult call

CCDR2

101

0

Agent A to agent B

Table 3-20   Agent Consults Agent then Resumes Call—Agent State Change Records

Record  Agent  Reason  Remarks 

ASDR1

A

4 (Reserved)

Agent A selected for original call

ASDR2

A

5 (Talking)

Agent A answers

ASDR3

B

4 (Reserved)

Agent A calls agent B, agent B's phone rings

ASDR4

B

5 (Talking)

Agent B answers

ASDR5

B

3 (Ready)

Agent B disconnects from consult call

ASDR6

A

3 (Ready)

Caller disconnects original call