Cisco Cisco Unified Customer Voice Portal 10.0(1)
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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
Limitations
The configuration described in this section has the following limitations:
•
The disposition of the requeried call is not correctly reported. The Redirect No Answer field in the
agent and skill group reports do not show calls that are redirected by this mechanism. Each call that
is redirected by this mechanism is counted twice, once as abandoned and once as handled (if the call
is finally handled). There are two IPCC TerminationCallDetail records for this call, one for the
rerouted call (with CallDisposition ‘Abandoned while Ringing’, code 3) and one for the handled call
with a CallDisposition depending on how the call was finally handled. The scripting example above
shows how a Peripheral Call Variable can be used to mark and count calls Requeried because of no
answer. A custom reporting template can be written to report on this data.
agent and skill group reports do not show calls that are redirected by this mechanism. Each call that
is redirected by this mechanism is counted twice, once as abandoned and once as handled (if the call
is finally handled). There are two IPCC TerminationCallDetail records for this call, one for the
rerouted call (with CallDisposition ‘Abandoned while Ringing’, code 3) and one for the handled call
with a CallDisposition depending on how the call was finally handled. The scripting example above
shows how a Peripheral Call Variable can be used to mark and count calls Requeried because of no
answer. A custom reporting template can be written to report on this data.
•
CSCma21967 - Network Transfer fails when Requery is enabled. This bug is fixed in ICM 4.6.3 and
5.0. There is currently no fix available for 4.6.2. When an agent has answered a call and initiates a
blind transfer, an ICM script selects the destination for the call. If the script node that selects a
destination for the transferred call has requery enabled, the transfer fails when it is a network
transfer. This means that the Re-route On No Answer mechanism described here cannot be used for
calls that are being network transferred to another agent. However, it does not affect the use of
Router Requery by ISN as recommended above.
5.0. There is currently no fix available for 4.6.2. When an agent has answered a call and initiates a
blind transfer, an ICM script selects the destination for the call. If the script node that selects a
destination for the transferred call has requery enabled, the transfer fails when it is a network
transfer. This means that the Re-route On No Answer mechanism described here cannot be used for
calls that are being network transferred to another agent. However, it does not affect the use of
Router Requery by ISN as recommended above.