User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 2 CallType Reports
IPCC Call Type Historical Reports
Note With the existence of a network VRU, for IPCC and for ICM systems in which calls are
translation-routed, the measurement of Service Level begins when the call arrives at
the routing script, or when its call type is changed. This means that if self-service is
performed on a call before the call is queued to an agent, the routing script must be
set up to change the call type of the call when self-service is completed. Otherwise,
the time spent in self-service will negatively impact the Service Level.
How OverFlowOut is Incremented in Call Type Reports
Call types reports, both real time and Historical, might seem to not peg correctly,
based on the call counts in the "overflow out" column.
The reports affected are:
• caltyp20: Call Type Real Time Report
• caltyp21: Call Type Half Hour Report
• caltyp22: Call Type Daily Report
• caltyp23: Call Type Historical All Fields Report
• caltyp24: Call Type Real Time All Fields Report
• caltyp35: VRU Calls Analysis Half Hour Report, and
• caltyp36: VRU Calls Analysis Daily Report.
Overflow Out is incremented when the one of the following occurs:
• The call type associated with the current call is changed through use of a Call Type or
Requalify node.
• The call is redirec
ted.
When a call is redirected, the PIM no longer can receive events for the call and has
no way of referencing or tracking the call.
For example, the call might have been redirected to an unm
onitored device and
then returned to the switch with a different call ID.
• The call is sent to a label using a label node. The call was not default-routed, and the
label was not a ring, busy, or announcement label.
• The call hit
a release node.