Technical References

In 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-ICM monitored device and then
returned to the switch with a different call ID. The 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 ICM service and route tables.
In IPCC Enterprise, 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.
•
16 = Cut Through
Not currently used.
•
17 = Intraflow
Not currently used.
•
18 = Interflow
Not currently used.
•
19 = Ring No Answer
Not currently used in ICM.
In IPCC Enterprise, this indicates the call wasn't answered by the agent within the Ring No
Answer Time (set in the agent desktop setting in ICM Configuration).
In Outbound Option, this result code indicates an outbound call was not answered in the
alloted time.
•
20 = Intercept reorder
Supported only by the Galaxy PIM. This indicates that the Galaxy PIM received a disposition
of “intercept unknown” from the Galaxy MIS records.
Does not apply to IPCC Enterprise.
In Outbound Option, this result code indicates the Dialer did not receive a ring back from
the ACD on the network.
•
21 = Intercept denial
Supported only by the Galaxy PIM. This indicates that the Galaxy PIM received a disposition
of “intercept restriction” from the Galaxy MIS records.
Does not apply to IPCC Enterprise.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
494
Chapter 4: Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields