User Guide

List of Figures
Figure 1: Central Controller...............................................................................................................................................8
Figure 2: Peripheral and Peripheral Gateway..................................................................................................................10
Figure 3: Administrative Workstation..............................................................................................................................16
Figure 4: WebView Server...............................................................................................................................................17
Figure 5: Diagram of System Components.....................................................................................................................19
Figure 6: ICM Data Environment....................................................................................................................................24
Figure 7: Real-Time Data Moves to AW Local Database................................................................................................24
Figure 8: Icons for Graphs and Tables.............................................................................................................................30
Figure 9: Deployment with Enterprise Routing...............................................................................................................43
Figure 10: Sample Script for Enterprise Routing............................................................................................................45
Figure 11: Script Example for Agent Level Routing.......................................................................................................51
Figure 12: Sample Script for Hybrid Routing.................................................................................................................56
Figure 13: Agent State and Task State Relationship........................................................................................................83
Figure 14: Sample Routing Script for Information Gathering and Queuing.................................................................118
Figure 15: Call Type Data for Calls that Abandon after Call Type is Changed.............................................................119
Figure 16: Call Type Data for Calls that Abandon before Call Type is Changed..........................................................119
Figure 17: MultiChannel Options..................................................................................................................................128
Figure 18: Agent State Hierarchy..................................................................................................................................133
Figure 19: Call Abandoned While On Hold Scenario...................................................................................................138
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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