Cisco Cisco Customer Voice Portal 8.0(1)
B-16
Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Appendix B Transferring and Queuing Calls with Customer Voice Portal
Configuring IPCC Re-route On No Answer for Customer Voice Portal
Figure B-6
Agent Desk Settings Configuration
This will cause the agent to be made unavailable after the Re-route On No Answer timer expires, but will
not invoke the Re-route On No Answer mechanism to re-route the call.
not invoke the Re-route On No Answer mechanism to re-route the call.
Router Requery Configuration
Router Requery is triggered by the routing client (Customer Voice Portal) when a No Answer timer
expires (a different timer than the Re-route On No Answer timer).
expires (a different timer than the Re-route On No Answer timer).
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The No Answer timer for Router Requery is not controlled by ICM, but by the switching fabric,
which is Customer Voice Portal in this case. ISN 1.0 has a fixed No Answer timer of 15s. The
Customer Voice Portal Voice Browser has a configurable No Answer timer, called RNATimeout
(with a default value of 15s). It can be set using the VB Admin tool. When using Customer Voice
Portal, set RNATimeout to the desired number of seconds that the agent phone should ring before
being taken away. This would probably be less than 15 seconds (4 rings), perhaps 10s. In any case,
this timeout must be longer than the Re-route On No Answer timeout set in the Agent Desk
Settings.
which is Customer Voice Portal in this case. ISN 1.0 has a fixed No Answer timer of 15s. The
Customer Voice Portal Voice Browser has a configurable No Answer timer, called RNATimeout
(with a default value of 15s). It can be set using the VB Admin tool. When using Customer Voice
Portal, set RNATimeout to the desired number of seconds that the agent phone should ring before
being taken away. This would probably be less than 15 seconds (4 rings), perhaps 10s. In any case,
this timeout must be longer than the Re-route On No Answer timeout set in the Agent Desk
Settings.
•
Enable Requery on the node in the script that selects the first agent. Depending on the type of node
used, the Requery mechanism will select a new target from the available agents or will require
additional scripting. The Cisco ICM Software Scripting and Media Routing Guide describes how
Requery works for the different nodes.
used, the Requery mechanism will select a new target from the available agents or will require
additional scripting. The Cisco ICM Software Scripting and Media Routing Guide describes how
Requery works for the different nodes.