Cisco Cisco Customer Voice Portal 8.0(1)
B-17
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
In most cases IPCC will use the Queue node. The Queue node requires additional scripting to handle the
requeuing of the call in front of the queue. The script example below provides a standard way of handling
this.
requeuing of the call in front of the queue. The script example below provides a standard way of handling
this.
The Queue node selects the longest available agent from the skill groups configured, if there is an
available agent. If there is no available agent, it queues the call with a priority set in the node (see screen
shot below) and continues down the success exit of the node. When an agent becomes available, ICM
always selects the longest queued call from the ones with the highest priority. When the Queue node
connects the call to an agent and the agent does not answer the call, the Customer Voice Portal
Ring-No-Answer timeout will expire, causing the Requery mechanism to kick in.
available agent. If there is no available agent, it queues the call with a priority set in the node (see screen
shot below) and continues down the success exit of the node. When an agent becomes available, ICM
always selects the longest queued call from the ones with the highest priority. When the Queue node
connects the call to an agent and the agent does not answer the call, the Customer Voice Portal
Ring-No-Answer timeout will expire, causing the Requery mechanism to kick in.
Figure B-7
Queue to Skill Group Properties
When this happens, the script immediately continues through the failure exit of the Queue node with the
Requery Status variable set to ‘No Answer’ (= 3). The typical treatment is to put the call back into the
same queue but with a higher priority than all other calls, since the call needs to go in the front of the
queue, not the back.
Requery Status variable set to ‘No Answer’ (= 3). The typical treatment is to put the call back into the
same queue but with a higher priority than all other calls, since the call needs to go in the front of the
queue, not the back.