Track call transfers in Cisco Unified ICM/Contact Center Enterprise

[Ash_Ram]

ello,

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. 

Thanks!

[david.macias]

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:

First agent:

PSTN>Sales

First transfer:

PSTN>Sales>Support

Second transfer:

PSTN>Sales>Support>Billing

Then you look in the TCD for this data and parse to your hearts content.

david

[Omar Deen]

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

[Ash_Ram]

Hi Omar,

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?

[Piyush Verma]

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