Cisco Cisco Unified Customer Voice Portal 10.0(1)
B-13
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
Figure B-8
Sample Script for Re-Route on NoAnswer
In this script, when the Queue node selects an agent that does not answer the call, the script exits through
the failure exit (X) of the Queue node. The If node tests the RequeryStatus variable. If it has value of
greater than zero, this is a requery call, and the script re-queues the call. In the example above it also sets
a flag using a call variable for reporting purposes (see below). Assuming that there are no agents
available, the Queue node immediately exits through the success exit (Checkmark). The If node checks
to see if this is a requeried call. If so, it increases the Queue Priority of the call so that it will be handled
before any other calls in queue. It then enters the normal wait loop with RunScripts.
the failure exit (X) of the Queue node. The If node tests the RequeryStatus variable. If it has value of
greater than zero, this is a requery call, and the script re-queues the call. In the example above it also sets
a flag using a call variable for reporting purposes (see below). Assuming that there are no agents
available, the Queue node immediately exits through the success exit (Checkmark). The If node checks
to see if this is a requeried call. If so, it increases the Queue Priority of the call so that it will be handled
before any other calls in queue. It then enters the normal wait loop with RunScripts.
The call flow is as follows:
•
Script connects call to agent by sending connect message to ISN (with requery enabled).
•
Agent phone rings.
•
After the Re-route On No Answer timeout expires, ICM makes the agent unavailable. The agent
state does not actually change until the call gets taken away from the agent. The agent phone
continues to ring and the agent can still pick up the phone (if he does pick up the phone, he will be
left in Ready state after the call, even if it was after the Re-route On No Answer timer expired).
state does not actually change until the call gets taken away from the agent. The agent phone
continues to ring and the agent can still pick up the phone (if he does pick up the phone, he will be
left in Ready state after the call, even if it was after the Re-route On No Answer timer expired).
•
After the ISN VB RNATimeout expires, the VB/AS/PG sends an EventReport=No Answer to the
router. The router picks another target according to the routing script and sends the Connect message
to ISN. The target might be another agent or it might be a VRU label to requeue the call.
router. The router picks another target according to the routing script and sends the Connect message
to ISN. The target might be another agent or it might be a VRU label to requeue the call.
•
When the call disappears from the first agent he is put in Not Ready state.