webview

[moises.gomez]

Hello,

I am really hoping that someone can help me.

We have recently installed CISCO contact center, and I am running reports and find some answers as to what the columns mean.

On webview, I am running a call type 22 for the call centre,

it shows me a return field and the numbers are quite high,

I looked at the detail and it says this equals return release + return ring + return busy.

I dont know the scenarios that would give me return ring, etc,,

can someone please help of advise,

any help would be gratefully accepted,,

thanks

[Kris Lambrechts]

Most of these are probably implicit Return Release nodes in your scripts. If a script fails on a certain step and there's no further processing behind the X node and you don't have a default label configured for the Call Type / Peripheral, ICM will return a Release to the Routing Client (CUCM, CVP, ...).

You should set up your scripting so that any failure condition is properly handled and set up default labels for when a true failure occurs.

The following items should help you identify where and why this happens :

• The Router Log Viewer on an Admin Workstation.
• For Call Types that stick out, monitor the scripts Real-Time via Script Editor and identify which paths calls take, why and how to handle the situation better.

Cheers,

Kris