McDewey

ACD Call Unanswered 1. Call reaches a Unified CCX route point, executes a script, and queues for one or more CSQs. 2. System allocates agent A for the call and rings agent A’s phone, but agent A does not answer the call within the timeout specified in the Select Resource or Connect step. 3. Call goes into queue and is presented to agent B, who answers the call. An asterisk (*) indicates that another record has the same name, but the record is for a different agent. Note Table 14: ACD Call Unanswered—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Overall queue information. 1 0 100 CRDR1 Detailed queue information for the CSQ selected by the route point script. 1 0 100 CQDR1 Agent A information, ring time > 0 and talk time = 0. 1 0 100 ACDR1 Agent B information, talk time > 0. 1 0 100 ACDR1* Table 15: ACD Call Unanswered—Agent State-Change Records Remarks Reason Code State Agent Record Agent A is selected for call. — 4 (Reserved) A ASDR1 Server retrieves call from the agent's phone. 32763 2 (Not Ready) A ASDR2 Agent B is selected for call. — 4 (Reserved) B ASDR3 Agent B answers call. — 5 (Talking) B ASDR4 Agent-to-Agent Non-ACD Call 1. Agent A goes off-hook and calls agent B. 2. Agent B answers, the two agents talk for a while, and agent B hangs up. Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 13 Interpret Database Records ACD Call Unanswered