Cisco Cisco Customer Voice Portal 8.0(1)

Summary

When using Unified CCE with Unified CVP as a queuing point and routing client, Re-route On
No Answer needs to be configured differently than when using it with Unified IP IVR . The
difference is caused by the fact that when using Unified IP IVR the call control is with Unified
CM, whereas with Unified CVP, the call control is with Unified CVP.

Re-route On No Answer Operation for Unified CCE with Unified IP IVR

The Re-route On No Answer function ensures that when an agent does not answer a call – for
example, because he walked away from his desk without making himself Not Ready – the call
is taken away after ringing for a configurable number of seconds, is presented to another agent
or put back in queue, and the agent is put in Not Ready state.

This function is implemented by setting a Re-route On No Answer timeout in the agent desk
settings. When the call has been ringing for the configured number of seconds, the Unified CM
PG will make the agent unavailable and send a post-route request to Unified ICME using a
dialed number that is also configured in the Agent Desk Settings. A routing script is executed
that determines a new destination for the call. This can be another agent, or the script can put
the call back in a queue. When using Re-route On No Answer with Unified IP IVR , Unified
ICME software responds back to Unified CM with the new destination for the call. Unified CM
is responsible for sending the call to the right destination (IP IVR for queuing or new agent).

Re-route On No Answer Operation with Unified CVP

When using Unified CCE with Unified CVP, Unified CM does not control the queuing platform
(Unified CVP) and can therefore not send the call back to Unified CVP for re-queuing. Instead,
Unified CVP controls the call and needs to take action.

The solution is to use the Re-route On No Answer function only to make the agent unavailable
when the agent does not answer the call, and to use the ICM Router Requery function to take
the call away from the non-answering agent.

Re-route On No Answer Agent Desk Settings Configuration

Set a "Ring no answer time" in the Agent Desk Settings configuration, but do not set a "Ring
no answer dialed number." Set the timeout to the maximum time you want to allow the agent
to answer a call; for example, 2 rings = 8 seconds. Set this timer shorter than the no answer
timeout for router requery (refer to the following example).

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)