McDewey

Basic Outbound Call Accepted and Transferred to Route Point 1. Call is presented to agent A, and agent A accepts the call. 2. System places the call from agent A to the customer. 3. Agent A transfers the call to a route point. 4. Call reaches a Unified CCX route point, executes a script, and queues for one CSQ. 5. System allocates agent B for the call and rings agent B’s phone, and agent B answers the call. Table 38: Basic Outbound Call Accepted and Transferred to Route Point—Call-Related Detail Records Remarks qIndex Session sequence number SessionID Record — — 0 100 CCDR1 Call result is 1 (voice). — 0 100 ACDR1 Consult call from agent A to route point information. — 0 200 CCDR2 Outbound call is queued. — 1 100 CCDR3 Overall queue information. 1 1 100 CRDR1 Detailed queue information for CSQ1 (targetType = 0; indicates CSQ-based routing). 1 1 100 CQDR1 Agent B and original call information. 1 1 100 ACDR1 Table 39: Basic Outbound Call Accepted and Transferred to Route Point—Agent State-Change Records Remarks Reason Record Agent A is presented with outbound call. 4 (Reserved) ASDR1 Agent A accepts call. 5 (Talking) ASDR2 Agent A transfers call to route point. 3 (Ready) ASDR3 Agent B is selected for call. 4 (Reserved) ASDR1 Agent B answers call. 5 (Talking) ASDR2 Call ends. 3 (Ready) ASDR3 Cisco Unified Contact Center Express Report Developer Guide, Release 12.5(1) 22 Interpret Database Records Basic Outbound Call Accepted and Transferred to Route Point