User Guide

For Enterprise Queuing, when the agent activates the transfer or conference button and selects
a number to which to transfer or conference the call, the dialed number is sent to the Router
from the agent's PG. This dialed number determines the Call Type, which in turn selects the
transfer routing script. The Unified ICM script must include a Queue to Skill Group node that
references the appropriate skill group based on the dialed number to which the call is to be
queued.
If an agent is available in the selected skill group, a message is sent to the source agent's PG,
containing a label or dialable number. The PG transfers the call from the source agent’s phone
to the target agent using the label returned from the Central Controller. For these types of
transfers and conferences, TransferOut or ConferenceOut is incremented for the source agent
and TransferIn or ConferenceIn is incremented for the target agent.
If no agents are available for a transfer in the selected skill group, the Router sends the source
agent's PG the label to forward the call to the VRU. For these types of transfers and conferences,
TransferOut or ConferenceOut is incremented for the source agent.
How Database Fields Are Affected by Transfers and Conferences
Transfers and conferences affect fields in the Agent_Skill_Group_Half_Hour database table.
The TransferIn field is incremented for the target agent if all of the following conditions are
true:
•
The call was transferred (blind or consultative) by an agent to a Unified ICM Call Type script
or to an application script on the ACD that checks for agent availability
•
For blind transfers only, an agent within the same peripheral was available at the time that
the transfer was initiated.
The ConferenceIn field is incremented for the target agent receiving the conference call if all
of the following conditions are true:
•
The call was conferenced by an agent to a Unified ICM Call Type script or to an application
script on the ACD that checks for agent availability.
•
An agent within the same peripheral was available at the time that the conference was initiated.
The TransferOut field is incremented for the agent initiating either a blind or consultative transfer
when the initiating agent disconnects from the transfer.
The Conference Out field is incremented for the agent initiating a conference when the initiating
agent disconnects from the conference.
The ConsultativeCalls field is incremented for the initiating agent when the consultative call
disconnects and wrap-up is complete. Note that consultative transfer is not supported for systems
using CVP as the VRU and therefore this field is never incremented if you are using CVP.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
94
Chapter 5: Reporting on Agents
Reporting on Agent Call Transfers and Conferences