Cisco Cisco Unified Customer Voice Portal 11.0(1)

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 (see below).

Figure 40: 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 15s. The Unified CVP H.323 Service has a configurable No Answer timer, called
RNATimeout (with a default value of 15s). It can be set using the VBAdmin tool. 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 10s. In any case, this timeout must be longer than the Re-route On No Answer
timeout set in the Agent Desk Settings.

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Enable Requery on the node in the script that selects the first agent. Depending on the type
of node used, the Requery mechanism will select a new target from the available agents or
will require additional scripting. The ICM Scripting and Media Routing Guide for Cisco

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)