Cisco Cisco Unified Customer Voice Portal 11.0(1)

ICM/IPCC Enterprise & Hosted Editions describes how Requery works for the different
nodes.

In most cases Unified CCE will use the Queue node. The Queue node requires additional scripting
to handle the requeuing of the call in front of the queue. The script example below provides a
standard way of handling this.

The Queue node selects the longest available agent from the skill groups configured, if there is
an available agent. If there is no available agent, it queues the call with a priority set in the node
(see screen shot below) and continues down the success exit of the node. When an agent becomes
available, Unified ICME always selects the longest queued call from the ones with the highest
priority. When the Queue node connects the call to an agent and the agent does not answer the
call, Unified CVP Ring-No-Answer timeout will expire, causing the Requery mechanism to
kick in.

Figure 41: Queue to Skill Group Properties

When this happens, the script immediately continues through the failure exit of the Queue node
with the Requery Status variable set to ‘No Answer’ (= 3). The typical treatment is to put the
call back into the same queue but with a higher priority than all other calls, since the call needs
to go in the front of the queue, not the back.

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