Call Redirect function in CRS scripting generates extra call count?

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Aug 21st, 2008
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What is the implication of using a call redirect step to transfer the call to voicemail when all the agents are busy in

repots.


As per Page 2-53 of CRS Editor Step Reference Guide, Release 6.0(1) , it mentions

"The Call Redirect step creates a new call which can result in double counting of an inbound call on real-time reports. Use the Select Resource Step if you do not want this to occur".


Can somebody explain the above, since it mentions "can occur" since Call Redirect step should be one of the most common

steps.Does this affect Historical reports also, how does it work?



What if the function "select resource" is used to route to a queue instead, which is assigned an phone which has voice mail

as a skill.This phone has call forward all to a voice mailbox number.


In this case, if I use "select recource" as a skill will I get an output in the IPCCX report, since call is not going to

connect to the phone but will get to the voicemail. In that case for the voicemail CSQ, will I see any calls in the reports

since the call actually goes to unity due to forward all?

The idea is to keep track of the voicemails count.


Which function is to be used? Can somebody advise?


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Jonathan Schulenberg Fri, 08/22/2008 - 20:08
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First, it is important to NEVER configure voicemail, or any other call forwards, on an agent line. This is unsupported by TAC and can cause ghost calls amongst other problems. It may functionally work but at the first sign of trouble this is at the top of TAC's list of things to cross off before helping you.


To answer your questions:


1) Call redirect performs a transfer using UCM. If you transfer [redirect] the call to another trigger [CTI Route Point] for example, that application will see a new incoming call. If you understand session management, you can transfer the existing session to preserve things like enterprise data, but historical reporting will show a new call for that application in addition to the new call that this call already incremented on the first application it was accepted on.


2) The Select Resource invokes the RmCm subsystem to distribute the call to a RESOURCE (not a phone). The resource must be in a ready state and appropriately skilled for the CSQ to be considered for the call. If they are, the call is offered to them. The call will ring on the one and only line appearance (multiple line appearances are NOT supported) of their ICD line. A call will never ring to an ICD line if the RESOURCE is not ready and valid for the contact. Because of this, "voicemail as a skill" doesn't make sense. Again, do NOT place a call forward on an ICD line.


3) Sorry, it doesn't work this way.

-Select Resource uses CSQs

-CSQs use skills or resource groups

-Skills are assigned to resources [agents]

The Select Resource step can only find live bodies. You must redirect the call (after dequeueing it if it has been queued) to Unity.


Calls which went to voicemail can usually be inferred based on the quantity of calls that the application received minus the abandoned calls, minus the calls handled by agents.


Lastly, you use the Set Contact Info step to declare the IVR/application 'handled' if the redirect to voicemail was successful. If a call was not answered by a live body and is not otherwise marked as handled with this step, it defaults to abandoned.

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