Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

Forces the logout request; for example, when Agent A attempts to log
in to Cisco Agent Desktop and Agent B is already logged in under that

20002

agent ID, Agent A is asked whether or not to force the login. If Agent
A answers yes, Agent B is logged out and Agent A is logged in. Reports
would then show that Agent B logged out at a certain time with a reason
code of 20002 (Agent B was forcibly logged out).

Note: Cisco Unified Mobile Agent is the only exception, where CAD
will not allow you to log out a login name/ID that is already in use.

If not already in the Logout state, request is made to place agent in the
Not Ready state. Then logout request is made to log agent out.

20003

This code is reserved.

Supervisor Not
Ready

This code is reserved.

Supervisor Logout

Redirection on No Answer

You can configure your IPCC Enterprise system to handle and accurately report on situations
when the agent does not answer his or her phone. These situations are referred to as Redirection
on No Answer.

Although you can specify some values that control Redirection on No Answer situations,
configuring Redirection on No Answer involves additional steps:

•

ICM/IPCC configuration

•

ICM/IPCC scripting

•

Unified CM configuration

Redirection on No Answer conditions are handled by two routing scripts: the initial routing
script and a script specifically set up for these conditions. The initial routing script handles the
incoming call; when the call is redirected on no answer from the agent’s IP phone, the script
branches to another script set up specifically for Ring No Answer conditions.

Note: The Target Racer script feature, implemented using the Label, Queue, Route Select, and
Select nodes, is not supported for IPCC Enterprise systems; however, it is supported for Cisco
Unified Customer Voice Portal (C.P.).

Emergency and Supervisor Assist Calls

Agents can activate supervisor assist or emergency assist buttons on their desktop when they
need special assistance from the primary or secondary supervisor assigned to their team.

Agents can use the Supervisor and Emergency assist features, regardless of whether or not they
are on a call.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)