Tasks and calls are categorized differently as agents can receive work flow from voice calls, email, IM, and chat in IPCC 6. Voice calls are considered "calls" while email, IM, and chat are considered "tasks". (Not sure if calls are bulked in with tasks in 6.0 - they seem to be in 5.0).
External and internal out tasks are outbound agent activity categorized as internal to the IPCC environment and external to IPCC (example: transfers & conferences vs. campaign outbound calls).
Thanks tbramwe, but i still dont understand the difference between External out and Internal out tasks. I thought internal out where all outgoing calls made by an agent who is calling someone within a Callmanager Cluster, External out tasks are calls that goes through Gateways (to PSTN)???
You are correct. Internal out tasks in our deployment are categorized as tasks completed to resources internal to the IPCC environment from IVR ports or agents (transfers to queues, skill groups, or agents internal to the cluster) while external out tasks are completed to resources outside IPCC (an example we have is a call sent to a toll free number or other local/LD destination through the PSTN via CCM/PRIs). The only doc I found to confirm this is attached, below. Some IPCC Webview training informaiton (print form) we have provided a more detailed definition of the call handling. Agent calls are categorzed similarly per the training doc.
In response to #4, depending on how the IVR ports and agent skill groups are configured in your system outbound tasks may be bulked into the external group. Calls through intercluster trunks would also be tagged as external. I cannot confirm how calls to a separate IPCC application on the same system would react - external or internal - as a new set of admin and IVR scripts would be invoked.
I'll keep looking and let you know if I find other resources to further define this.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...