I am a newbie to the Cisco Unified ICM/Contact Center Enterprise and I have a task to find the transfer % of the inbound calls.
The things I want to retrieve are:
1. How to identify if a call is being transferred? (I figured I could use Call disposition= 28,29 - IS that it?)
2. Who is the agent along with his department transferring the call?
3. To which agent along with his department is the call being transferred to?
I have started with the Cisco_Termination_Call_Detail table.
Are the transfers to back to ICM or to non ICM controlled end points like PSTN or back office phones? If they are all internal transfers one of the things I've done is use a PV to track the path of the call something like:
Then you look in the TCD for this data and parse to your hearts content.
This should help...
DECLARE @dateFrom DATETIME SELECT @dateFrom = CAST(FLOOR(CAST(GETDATE() AS FLOAT)) AS DATETIME) SELECT TCD.DigitsDialed AS [OriginalDigitsDialed], RCD.BeganRoutingDateTime [TransferDateTime], A.EnterpriseName AS [OriginalAgentEnterpriseName], SG.EnterpriseName AS [OriginalAgentSkillGroup], RCD.DialedNumberString AS [TransferDestinationVDN], TCD.RouterCallKeyDay, TCD.RouterCallKey FROM dbo.Termination_Call_Detail TCD LEFT OUTER JOIN (SELECT * FROM dbo.Route_Call_Detail WHERE DateTime > @dateFrom) RCD ON TCD.RouterCallKeyDay = RCD.RouterCallKeyDay AND TCD.RouterCallKey = RCD.RouterCallKey AND RCD.RouterCallKeySequenceNumber > TCD.RouterCallKeySequenceNumber LEFT OUTER JOIN dbo.Agent A ON A.SkillTargetID = TCD.AgentSkillTargetID LEFT OUTER JOIN Skill_Group SG ON TCD.SkillGroupSkillTargetID = SG.SkillTargetID WHERE TCD.DateTime > @dateFrom AND TCD.CallDisposition IN (28,29) AND TCD.AgentSkillTargetID IS NOT NULL
Thanks for your help!
I have a couple of questions.
1. If DigitsDialed is getting populated for both outbound and transfers. How to differentiate?
2. Unfortunately I do not have the RouterCallKeySequenceNumber in my Route_call_detail table.
Just curious, is there an other way to get to the transfers? Maybe using ANI or DNIS?
To pull up the list of outbound calls only from the TCD table (not related to transfers) - you can use the below two where clauses in your sql query
where PeripheralCallType = 9
and ICRCallKeyParent is null