Meaning of Inbound Non-ACD on IPCC and Inbound Non-ACD on Non-IPCC on UCCX

[bkchege01]

Good day members.

I am new in this forum. we are using UCCX in our call center set up. when running Historical reports, specifically 'Agent  Call Summary Report', i come across the above two terms, i.e Inbound Non-ACD on IPCC as well as Non-IPCC on UCCX.

while I do understand the ACD, I need someone help me understand the IPCC concept. which calls are these Non-ACD on IPCC and Non-IPCC? I am trying to separate ACD traffic, Nob ACD Internal and Non-ACD External calls.

someone who can help elaborate the difference?

[dsobrinho]

Hi

Inbound Non-ACD on IPCC = Non-Unified CCX calls that are received by the agent on a Unified CCX extension, including calls made by other agents and by outside parties. 

Inbound Non-ACD on Non-IPCC = Non-Unified CCX calls received by the agent on a non-Unified CCX extension including calls made by other agents and by outside parties.