Cisco Cisco Unified Customer Voice Portal 10.0(1)
B-12
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix B Transferring and Queuing Calls with ISN
Configuring IPCC Re-route On No Answer for ISN
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 ISN 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 ISN 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.