Good afternoon Cisco Community!
I'm trying to answer a fairly basic question that came up today and it has me slightly puzzled as well. In Historical Reports under Agent Call Summary Report there are the fields "Outbound on IPCC" and "Outbound on Non-IPCC". A Call Center Manager asked me what the difference between the two were.
Cisco's answer in the Historical Reports user guide states:
- Outbound on IPCC—Call made by an agent on IPCC extension ( Unified CCX or non- Unified CCX)
- Outbound on non-IPCC—Call made by an agent on non-IPCC extension ( Unified CCX or non- Unified CCX)
I understand that calls made from a users IP phone would register as Non-IPCC as the call is not utilizing agent, but in what situation would a call report as "Outbound on IPCC" when all outbound calls are used by the agents IP phone?
Thanks
