Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

no longer the first in queue, as it was when it was
first assigned to the (unavailable) agent.

• 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. 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.

• 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 Automatic Wrap-Up

Allows you to force agents into Wrap-up mode
when they are finished with inbound or
outbound calls.

Configure Agent Desk Settings to require
automatic wrap-up.

1

Use these two fields to enable automatic
wrap-up:

•

Work mode on Incoming

•

Work mode on outgoing

Choose either Required or Required with
wrap-up data to indicate automatic wrap-up.

Also, enter the time, in seconds, allocated to
an agent to wrap-up a call.

Allows you to determine if and when agents
are required to enter a Reason Code when they
log out or enter a Not Ready state.

Configure Agent Desk Settings to require
appropriate reason codes.

2

How to Configure Supervisor Assist and Emergency Alert Situations

The recommended supervisor assist and emergency alert situation configuration is detailed in
the table below:

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