Cisco Cisco Customer Voice Portal 8.0(1)

Figure 44: Agent Desk Settings Configuration

This will cause the agent to be made unavailable after the Re-route On No Answer timer expires,
but will not invoke the Re-route On No Answer mechanism to re-route the call.

Router Requery Configuration

Router Requery is triggered by the routing client (Unified CVP) when a No Answer timer expires
(a different timer than the Re-route On No Answer timer).

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The No Answer timer for Router Requery is not controlled by Unified ICME, but by the
switching fabric, which is Unified CVP in this case. CVP 1.0 has a fixed No Answer timer
of 15 seconds. The Unified CVP SIP and H.323 Services have a configurable No Answer
timer (RNATimeout) with a default value of 15 seconds. This value can be set in the
Operations Console for SIP and in the VBAdmin tool for H.323.

When using Unified CVP, set RNATimeout to the desired number of seconds that the agent
phone should ring before being taken away. This would probably be less than 15 seconds (4
rings), perhaps 10 seconds. In any case, this timeout must be longer than the Re-route On
No Answer timeout set in the Agent Desk Settings.

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