Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
Configuration and Scripting Considerations for Task Reporting
Configuration and Scripting Considerations for Transfers and Conferences
Configuration and Scripting Considerations for Redirection on No Answer with IP-IVR
For calls that redirect on no answer, follow these configuration guidelines to ensure that reporting is
accurate:
accurate:
•
Define a Ring No Answer time and Ring No Answer dialed number within the Agent Desktop
Settings in the ICM Configuration Manager. Set the Call Forward on No Answer system wide time
value in Cisco CallManager greater than the Ring No Answer timer in the Agent Desktop Setting.
Remember if you have multiple agent desk setting records, that all must be set to this value that is
less than then Cisco CallManager timer.
Settings in the ICM Configuration Manager. Set the Call Forward on No Answer system wide time
value in Cisco CallManager greater than the Ring No Answer timer in the Agent Desktop Setting.
Remember if you have multiple agent desk setting records, that all must be set to this value that is
less than then Cisco CallManager timer.
•
If you want to ensure that Redirection on No Answer calls adversely affect the Service Level, you
should define the Service Level threshold to be less than the Ring No Answer timer at the call type
and service.
should define the Service Level threshold to be less than the Ring No Answer timer at the call type
and service.
Redirection on No Answer conditions should be handled by two scripts: the initial routing script and a
script specifically set up for RONA conditions.
script specifically set up for RONA conditions.
The Redirection on No Answer script should include the following:
•
The initial routing script might include call variables to collect the skill group to which the call is
queued as well as the initial call type. These variables are passed to the RONA script. Optionally,
you can configure the script to use these variables.
queued as well as the initial call type. These variables are passed to the RONA script. Optionally,
you can configure the script to use these variables.
•
In the RONA script, queue the call at the highest priority in the skill group(s) defined.
See the Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide for instructions
on configuring Agent Desk Settings. See the Cisco IP Contact Center Enterprise Edition Scripting and
Media Routing Guide for instructions on scripting.
on configuring Agent Desk Settings. See the Cisco IP Contact Center Enterprise Edition Scripting and
Media Routing Guide for instructions on scripting.
Configuration and Scripting Considerations for Redirection on No Answer with ISN
For calls that redirect on no answer, follow these configuration guidelines to ensure that reporting is
accurate:
accurate:
•
Define a Ring No Answer time and within the Agent Desktop Settings in the ICM Configuration
Manager. Do not configure the Ring No Answer dialed number. Set the Call Forward on No Answer
system wide time value in Cisco CallManager greater than the Ring No Answer timer in the Agent
Desktop Setting. Remember that if you have multiple agent desk setting records, they all must be
set to this value that is less than then Cisco CallManager timer.
Manager. Do not configure the Ring No Answer dialed number. Set the Call Forward on No Answer
system wide time value in Cisco CallManager greater than the Ring No Answer timer in the Agent
Desktop Setting. Remember that if you have multiple agent desk setting records, they all must be
set to this value that is less than then Cisco CallManager timer.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Managing Agents
Configuration and Scripting Considerations for Task Reporting