McDewey

In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondary call is transferred to a queue or another non-connected device, then the primary call (the one being transferred) is set to Blind Transfer. In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destination answered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfully redirected. • 29 = Announced Transfer In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. If the secondary call is connected to another answering device, or is put on hold at the device, then the primary call (the call being transferred) is marked as Announced Transfer. • 30 = Conferenced In Unified ICM and Unified CCE, the call was terminated (dropped out of the conference). Conference time is tracked in the system software's Skill Group tables for the skill group that initiated the conference. • 31 = Duplicate Transfer Does not apply to Unified CCE. • 32 = Unmonitored Device Not currently used. • 33 = Answering Machine In Unified ICM, this indicates the call was answered by an answering machine. Does not apply to Unified CCE. In Outbound Option, indicates the call was picked up by an answering machine. • 34 = Network Blind Transfer In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does not apply to Unified CCE unless there is an ISN installation. • 35 = Task Abandoned in Router The NewTask dialogue associated with the task was terminated before the Router could send a DoThisWithTask message to the application instance that issued the NewTask. • 36 = Task Abandoned Before Offered This disposition is deprecated beginning in the 11.5(1) release. Nonvoice tasks that RONA increment disposition 19 instead of 36. • 37 = Task Abandoned While Offered This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agent who is working on one chat session is assigned another chat session, and the customer involved in the new chat session disconnects before the agent begins chatting with the customer. • 38 = Normal End Task The task was handled by an agent. Only applies to non-voice tasks. • 39 = Can't Obtain Task ID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 686 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields