Cisco Connector supports the following call types on UCCX 15. Scenarios below are tested against a PSTN-routed number with IVR.
Notation:
C = customer, A1/A2 = agents.
Hold/resume does not create an extra leg; it stays on the same leg.
Inbound
|
Call Type |
Legs |
Recording |
|---|---|---|
|
Simple Inbound |
1 |
One recording for the full call. |
|
Simple Inbound with Hold/Resume |
1 |
One recording covering: before hold + hold + after hold. |
|
Direct Transfer |
||
|
Simple Direct Transfer |
2 (C1–A1, then C1–A2) |
Separate recording per leg. |
|
Multiple Direct Transfer |
2+ (one leg per answered agent) |
Separate recording per leg. Each additional transfer in the chain adds one more leg. |
|
Direct Transfer where customer left before A2 could accept the call |
2 (C1–A1, then C1–A2) |
Recording will be available for 1st leg, for second leg as it never connected, there will be no recording but leg with 0 sec.
|
|
Consult |
||
|
Simple Consult |
2 |
Leg 1 (C1–A1): before consult + hold + after consult. Leg 2: consult between agents (A1–A2). |
|
Consult — customer left before A2 answers |
2 |
Conversation still created with both legs (C1–A1 and the consult leg). |
|
Consult — consulted A2 but ended the consult before A2 could pickup and got back with customer |
1 |
Conversation will be created like simple inbound with hold and resume. |
|
Consult Transfer |
||
|
Consult Transfer |
3 |
Leg 1: C1–A1 before consult. Leg 2: consult between agents. Leg 3: C1–A2 after transfer. |
Outbound
|
Call Type |
Legs |
Recording |
|---|---|---|
|
Simple Outbound |
1 |
One recording for the full call. |
|
Simple Outbound with Hold/Resume |
1 |
One recording covering: before hold + hold + after hold. |
Limitations
-
Tested with UCCX-15 only, against a PSTN-routed number with IVR.
-
Call flow scenarios listed above are tested and supported only.
-
Conference and barge-in are not supported.