The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
The following abbreviations are used for database records:
ACDR—AgentConnectionDetail record in the AgentConnectionDetail table.
ASDR—AgentStateDetail record in the AgentStateDetail table.
CCDR—ContactCallDetail record in the ContactCallDetail table.
CQDR—ContactQueueDetail record in the ContactQueueDetail table.
CRDR—ContactRoutingDetail record in the ContactRoutingDetail table.
TACDR—TextAgentConnectionDetail record in the TextAgentConnectionDetail table.
TCDR—TextContactDetail records in the TextContactDetail table.
TASDR—TextAgentStateDetail records in the TextAgentStateDetail table.
TCQDR—TextContactQueueDetail record in the TextContactQueueDetail table.
The following assumptions are made for the call scenarios:
The following table presents an example of the general flow of detail records for incoming ACD calls.
Assumptions
Begins ACDR in memory, writes ASDR to change state to Reserved. |
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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 to be auto-available, the ASDR relates to the Not Ready state.
Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). |
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Call reaches a Unified CCX route point, executes a script, and queues for two CSQs.
System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.
Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.
System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.
After completing the call, agent A goes to Work state, and chooses a wrap-up code.
Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). |
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Call reaches a Unified CCX route point, executes a script, and selects agent A.
System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.
Detailed information for the routing attempt (targetType = 1; indicates agent-based routing). |
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Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.
System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.
Agent A transfers the call to a Unified CCX route point.
Call executes a script, queues for one or more CSQs, and connects to agent B.
Server begins a new session and CCDR as soon as agent A starts the consult call.
Server writes the CCDR for the consult call either when agent A completes the transfer or when agent A or the script terminates that call.
Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.
System allocates agent A for the call and rings agent A’s phone, and agent A answers the call.
Agent A calls another logged-in agent (agent B), and conferences agent B into the original call.
Server begins a new session and CCDR as soon as agent A starts the consult call.
Server writes the CCDR for the consult call either when agent A completes the conference or when agent A or agent B terminates the consult call.
Note |
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Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). |
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Call reaches a Unified CCX route point.
Workflow for that route point redirects the call to a second route point.
Call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs.
System allocates agent A for the call and rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step.
Call goes into queue and is presented to agent B, who answers the call.
Note | An asterisk (*) indicates that another record has the same name, but the record is for a different agent. |
Detailed queue information for the CSQ selected by the route point script. |
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Agent A goes off-hook and calls agent B.
Agent B answers, the two agents talk for a while, and agent B hangs up.
Agent A receives a non-ACD 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.
Unknown party to agent A information (transfer field will be 1). |
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Agent A receives a non-ACD call from an unknown party.
Agent A places a consult call to agent B, and agent B answers the call.
Agent A establishes a conference; agent A, agent B, and the caller are in conversation.
Agent A hangs up.
Agent B hangs up.
Unknown party to agent A information (conference field will be 1). |
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Agent A is connected and talking to an incoming ACD call.
Agent A puts the call on hold and places a consult transfer to agent B.
Agent A completes the transfer and then agent B answers.
Original call and agent A information (transfer field will be 1). |
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Agent A initiates blind transfer to agent B, agent B's phone rings. |
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Record |
Session ID |
Session sequence number |
qIndex |
Remarks |
---|---|---|---|---|
CCDR |
100 |
0 |
— |
Contact and agent information. |
CRDR1 |
100 |
0 |
1 |
Overall queue information of CSQ of incoming ICD call. |
ACDR1 |
100 |
0 |
1 |
Agent A information. |
CQDR1 |
100 |
0 |
1 |
Queue information. |
ACDR2 |
100 |
0 |
0 |
Agent B information. |
CQDR2 |
100 |
0 |
1 |
Queue information. |
CRDR2 |
100 |
0 |
1 |
Overall queue information for CSQ after blind transfer is initiated. |
Record |
Agent |
Reason |
Remarks |
---|---|---|---|
ASDR1 |
A |
4 (Reserved) |
Agent A is selected for original call. |
ASDR2 |
A |
5 (Talking) |
Agent A answers. |
ASDR3 |
B |
4 (Reserved) |
Agent A initiates blind transfer to agent B, agent B's phone rings. |
ASDR4 |
A |
3 (Ready) |
Agent A after blind transfer. |
ASDR5 |
B |
5 (Talking) |
Agent B answers. |
ASDR6 |
B |
3 (Ready) |
Caller hangs up. |
Agent A is connected to an incoming ACD call.
Agent A presses the Transfer button on the phone to initiate a consult call with agent B.
Agent A receives a dial tone, drops the consult call, and resumes the incoming call.
Agent A is connected to an incoming ACD call.
Agent A puts that call on hold and initiates a consult transfer to agent B.
Agent B answers, talks to agent A for some time, and then hangs up without agent A completing the transfer.
Agent A resumes the original call.
Call is presented to agent A, and agent A accepts the call.
System places the call from agent A to the customer.
Call is presented to agent A, and agent A rejects the call.
Call is then presented to agent B, and agent B accepts the call.
System places the call from agent B to the customer.
Call is presented to agent A, and agent A accepts the call.
System places the call from agent A to the customer.
Agent A transfers the call to agent B.
Call is presented to agent A, and agent A accepts the call.
System places the call from agent A to the customer.
Agent A transfers the call to a route point.
Call reaches a Unified CCX route point, executes a script, and queues for one CSQ.
System allocates agent B for the call and rings agent B’s phone, and agent B answers the call.
Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). |
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The following table presents an example of the general flow of detail records for incoming chat contacts.
If the contact drops before agent is connected, TCQDR is collected and written when the contact disconnects.
Contact reaches Unified CCX and queues for one or more CSQs.
System allocates agent A for the contact and offers the contact to the agent, but agent A does not answer the contact within the configured timeout period.
Call goes into queue and is presented to agent B, who answers the call.
Collects TACDR2, TCCDE. Writes TACDR1, TACDR2, TCDR, TCQDR, TCCDR. |
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