Contact Center script question

Hello,
I have a script for a call center application which has different menus and submenus including CSQs in some branches of the menus, I configured everything and all is fine.
the customer came up with a new requirement which is when a caller reaches an agent by mistake as the caller should be handled by a different CSQ, the customer wants this agent to be able to transfer the caller to the correct CSQ directly and NOT to the start of the script (by transferring to the application pilot number) and also NOT to an agent directly he want him to transfer the caller to the correct CSQ.
and i have 12 CSQs in my script and if i divided the script to small different scripts and applications each with different call-in number to which the agent can transfer, this is going to be a big hassle and will have at least around 13 scripts and applications with many call redirect steps.
so I believe there should be some steps to be inserted inside the script to enable an agent having a call to return this call to a selective CSQ, so Kindly advise.

Your best bet is to have different transfer numbers for each CSQ/script. If not, then have the angents update a variable for the call before they transfer it to the pilot number. Then in your script check the variable and sent it to the correct CSQ based on the agent entry.
david

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Contact Center Script for AgentExtension

Hi,
I need a script that returns Agent extension of an already logged-in agents.. (I mean that I need to know if a specific agent is already logged in or not)
is it possible?..
thx in advance

You can get an Agents current state using the "Get Reporting Statistic"
Report Object = Resource IPCC Express
Field = State
Row Identifier = AgentID
Result Statistic = (Result in a string variable)
You must know the agents ID in order to get the status.
From memory the status is pretty basic. "Not Ready" means they can't accept a call from the CSQ. You can't tell why they are "Not Ready"
If you are looking for someone in the team you would have to have a list of agents in an XML file or a database. You would then have to loop through the list.
One you have a Agent ID you can get an extension via the "Get User Info" step.
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They want to hear a prompt and after the prompt plays be able to input a digit to be routed to vm. If they dont input a digit the run the prompt two more times and then go to vm. They want hold music in between the prompts. I am running the menu prompt in the script but it gives out silence in between prompts.

Contact Center query

Dear Gents,
I have a question regarding contact center, let’s start with the existing scenario:
There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.
The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.
So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports
So please could you tell me how this can be implemented.

You can setup additional trigger number the agent can transfer the call to internally and inside the script send the call directly to respective queue bypassing the initial menu in this case u can get reporting based on this trigger and queue
Sent from Cisco Technical Support iPhone App

Questions needed to ask for a contact center

I wanted to know what are your basic questions you need to ask to help in designing a contact center? Can anybody shed some light? Thanks

It really depends and this question is huge, but it really all falls into the whole consulting practice. Personally, the first question I ask is what do you do, how do you do it, and how would you like to change it. Then take it from there.
david

Download all UCCX scripts from Contact Center

Hey all,
I'm faced w/ a particular problem that I haven't been able to solve yet: I'm trying to download all the scripts that live on our UCCX server to create a backup. In the past, when our Contact Center was windows-based (pre-8), I would just navigate to the AVVID folder and grab them, but now we're on the application model (8.5.1SU1) and I don't see a corollary to that here.
Is there any way to download all the Scripts at one time, instead of going script by script and hitting download?
Much appreciated. Thanks guys!
Kyler
Fort Collins, CO

Amre,
I was never able to get to this before leaving my position.
I very much suspect a full export of the tar file will contain an unencrypted copy of the scripts and all associated files, but I'm not certain.
Good luck!
kyler

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

SAP Contact Center SP7 OnPremise released

Hi all,
We are very happy to announce that SAP Contact Center 7.0 SP7 is now available at SAP Service Marketplace (SMP):
Link to SP7 Release Notes: https://service.sap.com/sap/support/notes/1902610
Link to updated SAP Contact Center Guides: https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000741563&
Updated Application Helps can be found via SP7 system user interfaces: IA, SC, CDT, Convergence, Monitoring, Reporting or via
SAP Help PortalOur address at SAP Help Portal is also renamed and can now be found from http://help.sap.com/contact-center
SP7 contains also many new & enhanced functionality – please see release notes & updated manuals for details (links above).
Please free to ask questions if you have any about new naming or anything related this release.
Regards,
Jukka
SAP Contact Center Team
PS: Cloud version is planned to release during next week.(26)

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

The sandbox of Unified Contact Center Enterprise always shows the error "Finesse is out of service."

Hi guys,
I reserved the sandbox of Unified Contact Center Enterprise. But when I open the desktop application from the url "http://10.10.20.60/desktop/container". It always shows the error "Finesse is out of service.".
Does anyone meet the issue?
William

Hi DeveloperMax,
According to your description, the error occurs when you execute the package with Agent job on clustered MSSQL 2012 Enterprise Nodes.
As per my understanding, I think this issue can be caused by you use SQL Server Agent to schedule a SQL Server Integration Services package in a 64-bit environment. And the SSIS package is referencing some 32-Bit DLL or 32-Bit drivers which are available
only in 32-bit versions, so the job failed.
To fix this issue, we should use the 32-bit version of the DTExec.exe utility to schedule the 64-bit SQL Server Agent to run a package. To run a package in 32-bit mode from a 64-bit version of SQL Server Agent, we can go to the Job Step dialog box, then
select “32 bit runtime” in the Advanced tab.
Besides, we should make sure that SQL Server Integration Services is installed on the failing environment.
If there are any other questions, please feel free to ask.
Thanks,
Katherine Xiong
Katherine Xiong
TechNet Community Support

Contact center call manager integration

Hello
I have call manager 7.1(5b) 7.1.5.30000-1 and contact center express 7.0(1)SR2 I have notice the ccx compatible with the version of my call manager is the 7.0(1)build 168?
Could anyone please confirm
Thanks
Sent from Cisco Technical Support iPad App

Hi,
the hw/sw compatibility guide (
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html) is a great information source. It answers your question.
By the way, if I were you, I would definitely update UCCX to a newer version.
G.

What is the best way to set up direct to agent calling in Contact Center Enterprise?

I have a need to route to agents from a menu choice or extension. We use an extension and a seperate agent login for our associates. I need to keep the call visible to Contact Center for reporting but it must route to the users Voicemail extension if the Agent is not available. There could be up to 20 of these in a sales unit that have to be setup. I am doing the first now and want to set it up the best way from the start. any suggestions?

There are a few ways to go about this.
Say, for example, that your agents have the following on their phone:
ACD line (no voicemail), same as Agent Peripheral ID
Personal line (with voicemail)
In my environment, we have a *XXXXXX pattern set up in CUCM which will go directly to the voicemail box of extension XXXXXX.
In my extension entry script, I use a Queue to Agent node with indirect agent reference. The caller inputs the Agent's ACD number, and if the Agent is available it delivers directly to them. You could of course continue queuing with messaging at this point, but in my case I follow up the Queue node with a Label that concatenates * to the number the caller entered. In Unity, I have configured the personal voicemail boxes with Alternate Extensions equal to the ACD line numbers.
Here's an example flow:
Caller enters ACD 801234 at prompt
Queue to Agent node queues to 801234
Agent not available, so Label node returns *801234
*801234 gets sent to CUCM (in my case through CVP). CUCM sends 801234 to Unity
Unity matches 801234 on Alternate Extension of 805678 personal line
Caller hears voicemail prompts for 805678
The important part of this design in my opinion is the direct-to-voicemail pattern (*XXXXXX in my example). You wouldn't want to overflow calls to a non-ACD number that actually rings the Agent's phone, as there is then the potential for calls with poor reporting. Getting to the right voicemail box can be done with Alternate Extensions as above, or you could keep a database table of AgentID-Extension matches and use the DB Lookup node in ICM.
-Jameson

Contact Center - timers agents

Hi,
I have been assigned by my company to manage CUCM and UCCX. All this because I have a little background of Alcatel OXE systems. For the moment I am quit busy to learn how to handle those products but there is still a long way to go. So sorry for the "maybe" stupid question.
That being said, our people from the helpdesk who are all in the Contact Center are asking me the next thing to configure:
When the agents are taking a call and after a few minutes end that same call by hanging up, they are immediately free for a second call. That's something they want me to change. Because they have to fill in a ticket, they need some time before the next call come in. So they are asking me if there is a way to be "offline" or "still busy" for about 15 seconds.
Is this something easy to implement in UCCX? Or is this the wrong place to config this and should it be done in CUCM? I'm looking for timers, hunting groups but don't find what I am looking for. I think I'm looking at the wrong place.
For the RTFM people, I do read manuals and check very interesting video's on how to handle all this, but like I said; I'm just into it and the problem is that I don't have time credit on this one.
Many thanks for the help.
Kind regards,
Max

Gergely,
I found something else.
On the Cisco website we can read:
Wrapup Time
Determines if agents automatically enter Wrapup when a call ends.
Like you mentioned already.
From the Unified CCX Administration menu bar, choose Subsystems > RmCm > Agent Based Routing Settings. The Agent Based Routing Settings area opens.
When I go there, I don't have the wrapup option.
Then there is an interesting note:
The Agent Based Routing Settings are available only if you are using Unified CCX Enhanced or Premium license packages.
When I check the licenses on my system:
Configured Licenses:
Package: Cisco Unified CCX Standard
IVR Port(s): 150
Cisco Unified CCX Standard Seat(s): 10
Cisco Unified CCX Maximum Agents: 300
So my research ends here? As a beginner I should say yes. Or are there other ways to configure what is asked to me?
Kind regards,
Max

CONTACT CENTER SALES PITCH

Does anyboby know if it's possible to create a "Sales Pitch Form" (I'm not sure about the existence of this concept in English) in Cisco Unified Contact Center Express?
We need something like a list of questions - comments that the agent is able to read to talk with customers in a managed way. It's something really common in customer support.
If not, do you know any company that commercializes with kind of solutions?
Thank you very much!

Hi Alicia,
There are no customized forms which can be created in contact center express by default, it can be done with third party vendors
-The best way to go about this is would be to contact ciscos sales/account team for your account and have them contact advanced services to see if this is feasible
Thanks,
Prashanth

Call Counting Contact Center Express versus Enterprise Webview

I am working with one of my internal cutomers to count calls for several departments Main Numbers.
In Contact Center Enterprise and using Webview to look at Call Types I can count the call then all calls show as Flow Out.
In Express if I run the Application Summery Analysis report I get Call Count, Calls Abandoned and Average Abandoned time.
I thought that getting Calls Abandoned and Average Abandoned time was interesting.
Can anyone offer any insite as to why or how Express can determine Average Abandoned time if I am just sending the call to another phone number after running it through an application. I would think Enterprise would give me this as well. Enterprise can only do this if I run the call through a queue.
Thanks in advance for any insite.

Hi
Page 2-57 onwards of the HRC admin guide details how the report is calculated. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf
"For each application, calculate the sum of the values in CCD.connectTime
where the CCD.contactDispostion is 1 (abandoned), 4 (aborted), or 5 or greater
(rejected) to obtain the total abandon time to obtain the total abandon time."
According to the database schema (http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf) connectime is:
"Amount of time, in seconds, between the start time of the
call or the leg and the end time of the call or the leg."
The CCD table contains a single record for each call typically, whereas queue times and info would be in ContactQueueDetail (perhaps with multiple records if queued to more than one queue). Basically each contact has a contact disposition assigned, which might be handled if you have set this in your script, or might be another code - it would be worth checking what this is, it might default to abandoned if you don't set it otherwise. If that's the case then you might see a misleading average abandon (i.e. calls showing as abandoned that were succesfully transferred).
Aaron

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