McDewey

Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU. • 14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as handled calls in Unified ICM schema's service, route, and skill group tables. • 15 = Redirected / Rejected In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-Unified ICM monitored device and then returned to the switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the Unified ICM service and route tables. In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of 4 (Abandon Delay) when: • A call leaves a CTI route point to be sent to an IVR. • An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an IVR. For non-voice tasks, if an assigned agent has not started working on a task within a specified threshold, the application may redirect the task to another queue or agent, marking the task as redirected. • 16 = Cut Through Not currently used. • 17 = Intraflow Not currently used. • 18 = Interflow Not currently used. • 19 = Ring No Answer Not currently used in Unified ICM. In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time (set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because of no answer as a result of CVP's RNA timeout expiring. For nonvoice tasks, this indicates a RONA condition. The task was not accepted within the MRD TaskStartTimeout. In Outbound Option, this result code indicates an outbound call was not answered in the alloted time. • 20 = Intercept reorder Does not apply to Unified CCE. In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on the network. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 684 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields