Cisco Systems ICM Software Version 4.5 Bedienungsanleitung PDF herunterladen (Seite 10)

x Contents

Figures

Figure 1: ICR Call Routing..................................................................................18

Figure 2: Intelligent Call

Router

Overview........................................................... 19

Figure 3: ICR Call Flow Diagram........................................................................ 20

Figure 4: Service and Skill Group Hierarchy....................................................... 24

Figure 5: Enterprise and Peripheral Services..................................................... 25

Figure 6: Enterprise and Peripheral Skill Groups ...............................................26

Figure 7: Agent Hierarchy................................................................................... 27

Figure 8: Network and Peripheral Trunk Groups................................................28

Figure 9: Service Arrays .....................................................................................29

Figure 10: Routes ............................................................................................... 30

Figure 11: Enterprise and Peripheral Reporting.................................................42

Figure 12: Sample Report................................................................................... 45

Figure 13: Web View Report...............................................................................47

Figure 14: Enterprise Service Calculation Examples ....................................... 146

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Cisco Systems ICM Software Version 4.5 Bedienungsanleitung Seite 10