Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

Note: Important!  This script queues the call
at the highest priority in the skill group(s)
defined within the call variables; otherwise,
the call is no longer the first call to be routed
off of the queue, as it was when it was first
assigned to the (unavailable) agent. Also, call
variables that were set in the original routing
script are still present in the ring-no-answer
script. Consequently, you might want to set
variable values in one script that can be
checked and acted upon in the other script.

• If you configure the Redirection on No Answer timer in the Unified ICM Agent Desk Settings,

it is not necessary to configure the Unified CM Call Forward No Answer fields for the agent
extensions in the Unified CM configuration. If you would like to configure them for cases
when an agent is not logged in, set the Unified CM system service parameter for Unified CM
Call Forward No Answer timer at least 3 seconds higher than the Unified ICM Redirection
on No Answer timer on each of the Unified CM nodes.

• If you want to ensure that Redirection on No Answer calls adversely affect the service level,

define the service level threshold to be less than the Redirection on No Answer timer at the
call type and service.

How to Configure Cisco Unified Contact Center Enterprise for Redirection on No Answer Situations on Cisco Unified
Customer Voice Portal

For Unified CCE systems in which Unified CVP is deployed, the Unified CM does not control
Unified CVP and cannot send an unanswered call back to Unified CVP for re-queuing. You
configure the Re-route on Redirection on No Answer feature to only make the agent state "Not
Ready" when the agent does not answer a call; you can use the Unified CVP Target Requery
feature to re-queue the call. Refer to the Installation and Configuration Guide for Cisco Unified
Contact Center Enterprise & Hosted for more details.

Note: Important! Unified CM does not control the queuing platform (Unified CVP); therefore,
Unified CM cannot send the call back to Unified CVP for re-queuing.

Recommended configuration for Redirection on No Answer situations is detailed in the table
below:

Allows you to define the following:

In the Configuration Manager, configure Agent
Desk Setting

1

•

A Redirection on No Answer time: Set this
number less than the number set for the No

Answer Timeout for the Target Requery that

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)