It all depends on, short call abandon settings, how many call types feed the skill group, how many skill groups are answering the call type, whether there is any delay in the call between starting a script and being offered to a skill group i.e. an audio file etc.
Do you have an example on where you are trying to compare the two? Maybe we can advise which measure would be more accurate in that instance and why...
it just one call type feeding this skill goup, and there is no delay in the script that mapped to the call type, there is one call type which directly point the call to the queue to skill group node and if it is busy the call will be queued until an agent become available, we are using CVP 3.1 as routing client with ICM 7.1.4 CCM 4.2.3, we need to know the difference between call type ASA and skill group ASA and why the are vary.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...