Default Skill Group UCCE 7.5 and CVP

[paul jurkowski]

For sake of keeping this simple for now, how could a call be maked as handled in a default skill group. This is the skill group ICM automatically creates. When we used IP IVR, these calls always showed in the internal in column. For the most part they still are, but I don't remember ever seeing any in the Handled column. Any ideas?

thanks,

Paul

[geoff]

When an agent makes a call, it is pegged to the default skill group. INTERNAL and EXTERNAL depend on whether the target is a monitored extension.

I imagine if agent A calls agent B directly (not a transfer or through a script) it will also peg the default skill group as far as agent B is concerned.

Regards,

Geoff

[paul jurkowski]

Yeah, luckily there aren't many calls showing up like this and it only came into question as another supervisor was auditing a supervisor's reports. From what I can tell, I would basically need to follow that specific call to see how it was delivered.

[Kris Lambrechts]

Yes you'd want to take a look at the specific calls, but basically calls are pegged under the default skillgroup when UCCE had nothing to do with the routing of that call. Typically this means it was an outgoing call, i.e. the agent called somewhere rather than receiving an incoming call. OR the agent received a call directly to his extension, like one agent calling another directly.

Especially the latter should be prevented through CUCM calling search spaces. Only UCCE should be able to present calls to agent extensions.

Incoming calls that were routed through UCCE will/should always be pegged as a specific call type as every incoming call gets a call type assigned from the Dialed Number (and potentially others through Call Type / Requalify nodes in your scripts). This can go 'wrong' when a call arrives after the reservation time-out has exceeded.

[paul jurkowski]

I guess the root issue is that I have never seen these calls classified as "Handled". They have always been in the Internal In column. Not the end of the world, but the business was auditing, so I was trying to see if there was a specific condition which it appears it could be multiple reasons that it ends up there. Thanks for all the input.

[geoff]

OR the agent received a call directly to his extension, like one agent calling another directly.
Especially the latter should be prevented through CUCM calling search spaces. Only UCCE should be able to present calls to agent extensions.

Indeed. A very good point to make. Thanks for the reminder.

Regards,

Geoff