Reporting Differences - Non-ACD on IPCC vs Non-ACD on Non-IPCC

[Tervis Tumbler]

I am trying to decide which number customers should use when calling our Sales Manager. 

They will dial a single 800 number to get to our main line. Then, they have the option to press 1 to dial by extension.  All Sales Managers will have business cards with the 800 number and there extension.

Should the extension on the buisness card be there Non-IPCC extension or should it be there IPCC extension. Either way they show up as Non-ACD calls since they are not going through Queue based or Agent based routing.

Is there any differences in reporting or best practices that I am missing?

[anchoudh]

Hi Tervis,

Yes, if the calls are not coming through the CSQ or ICD route point than they will be treated as Non-ACD calls. 

Cisco Unified CCX will monitor and report on activity on the non-ACD extensions on a phone.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf

For an exmple consider the below report,

Agent Detail Report:

The Agent Detail Report contains detailed information about each ACD call that was handled by an agent and each call that was made by an agent. It also includes information about non-ACD calls. ACD calls are defined as handled when an agent picks up the call. ACD calls are calls dialed to an ICD route point number. A non-ACD call is any call that is not dialed to an ICD route point number, for example, an internal call between agents or an outbound call.

Multiple Lines Support

Cisco Unified CCX provides multiple line support using the 6900/7900/8900/9900 series phones as agent devices. The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) operations are supported on the 7900/8900/9900 series phones. Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but only the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.

Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines. The Agent can perform JAL and DTAL operations for the ACD call only by using the monitored lines Calls on the non-ACD lines can be displayed on Cisco Agent Desktop. Supervisors can also monitor, record, intercept and barge-in on all calls or only ACD calls, depending on configuration.

Note:

•For agent devices with monitored non-ACD lines, make sure to include the non-ACD lines as the CTI controlled lines when performing sizing for Cisco Unified CM server(s).

•ACD calls should only be transferred to the ACD lines controlled by Cisco Unified CCX.

Hope this helps.

Anand

Please rate helpful posts by clicking on the stars below the right answers !!

[Tervis Tumbler]

Just to clarify.   Since the call is Non-ACD it doesn't matter which extension is dialed? Reporting on it is the same.  And all other aspects of the CAD and Supervisor Software is the same?

[anchoudh]

Hi Tervis,

Yes, if you dial the IPCC extension directly and after answering this call, Agent(if configured with only one extension which is IPCC extension) will go to Not_Ready state, thus will not receive any UCCX routed (CSQ\Resource Group) calls as the Agent state is in Not_ready state.

Single-line vs. Multi-line Configurations:

If your system is configured for single-line use, then Agent Desktop controls and displays only ACD calls. You cannot answer non-ACD calls with Agent Desktop; these calls do not appear in the contact appearance pane and must be answered using your hard IP phone or IP Communicator.

If your system is configured for multi-line use, then Agent Desktop controls and displays calls received on both the ACD and non-ACD extensions. To control any call on the Agent Desktop contact appearance pane, select the call in the pane and then perform the desired activity.

For both single-line and multi-line configurations, you must be logged in and be in the Ready state to receive an ACD call. If your system is configured for multi-line use, you can be in any state to receive a non-ACD call.

You can refer the below link for more information on the CAD and CSD features,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

Hope this helps.

Anand

Please rate helpful posts by clicking on the stars below the right answers !!

[Tervis Tumbler]

Here is the problem I am having.  An Agent receives a call.  The Agent has to transfer the call to another Agent.  The other Agent does not answer.

If the call is transferred to the IPCC extension, there is not voice mailbox assocaited.

If the call is transferred to the Non-IPCC (personal) extension, there is a voice mailboxed associated but does how is that reported against?

I am trying to keep customers on one line and personal/inter-office calling on another line so that I can properly tell how many customers have called each agent.

[anchoudh]

Hi Tervis,

An agent ACD (Cisco Unified CCX) extension is valid only with a single line. An agent ACD extension must not be configured to forward on no answer to a voice messaging system or to any other termination point. Doing so might affect re-routing on ring-no-answer of a Cisco Unified CCX routed call to another agent or back to queue. Agents who need to be contacted directly or who need voice messages should have their phones configured with a second extension (and multiple lines if necessary).

Cisco Unified CCX will monitor and report on activity on the non-ACD extensions on a phone.

Please refer the "Agent Call Summary Report" from page 54 onwards in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf

The above report has all the reporting data on both Inbound\outbound calls from Non-ACD\ACD on IPCC\non-IPCC extensions.

Hope this helps.

Anand

Please rate all the helpful posts !!