Page 48 - CCC Licenses
IP Office Requirements
CCC reporting associated with Voice Mail Pro
The following conditions apply to the initial answer/ lost segment of calls which were
first presented to the Voice Mail Pro (VM) (e.g. Voice Mail front ended systems):
1. Trunk/DDI – Call remains unanswered until answered by non-Voice Mail Pro
device or if terminated within 3
rd
party Voice Mail, or encountered an "Answered"
flag in Voice Mail Pro.
2. 3
rd
Party Voice Mail – Answered if Voice Mail connects, lost by Voice Mail if caller
hangs up before Voice Mail can answer.
3. Voice Mail Pro – Calls will only be registered as answered when the Voice Mail Pro
has successfully processed the call (passed an "Answered" flag in Call Flow)
4. Agent/Agent Group – Designation of answered and lost calls is directly dependent
upon clause 1.
5. If a call was lost whilst being transferred by Voice Mail Pro, the lost call statistics
will be designated to the transfer target. Calls lost whilst alerting or connected to
Voice Mail Pro will be deemed lost by the Voice Mail Pro device or group.
6. A call successfully transferred by Voice Mail Pro will be treated as a new incoming
call by trunks, DDI and Agents, but transferred by Voice Mail Pro devices.
Login Codes
For reporting on call status and call handling all users should use login codes. This is
especially important for the user associated with the extension by default, who should
be set to forced login. The use of the Login Idle Period is also recommended.
If Internet Explorer is on the same PC or server as the delta server software, you must
make sure that where there is an Internet service that there is also an Internet user.
Page 48 - CCC Licenses
Compact Contact Center Installation Manual
IP Office Requirements
40DHB0002USBG Issue 4a (05/29/2003)
