Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Canceling Queuing

If the call needs to be taken out of a skill group, then use the Cancel Queuing node. The Cancel
Queuing node takes the call out of all the skill groups it is queued to.

Using the Busy Node

Use the Busy node for initial overflow conditions. Do not use this treatment if the call has
already received ringback tone or given announcements or music. If a Busy CTI Route point
and CTI port are defined on IP IVR and CallManager, then IP IVR will tell CallManager to
return a busy signal. If a Busy CTI Route point and CTI port are not defined on CallManager
and IP IVR and the call is already connected to an IP IVR port, then the IP IVR port will play
a busy tone from a .wav file for 30 seconds and then disconnect the call. If the IVR port plays
a busy tone from a .wav file then, answer supervision will be returned to the far end. This would
cause charges to occur for the call. If the call is a toll free call (for example, 800#), then the
Contact Center will accrue the charges; otherwise the caller has to pay.

A Busy CTI route point and one CTI port need to be defined on CallManager and associated
with the IP IVR user. The one CTI port can be used for multiple calls. In IP IVR Administration,
a new CTI Route point of Type Busy and a CTI port need to be defined whose dialed numbers
match what was previously defined on CallManager.

Define a label of type busy with a Label field that corresponds to the aforementioned CTI Route
point dialed number in CallManager and IP IVR.

If the call is not at an IVR port and the Busy CTI Route point is not defined on CallManager
and IP IVR and ICM returns a busy label to CallManager, the CallManager returns a fast busy
to the caller for 30 seconds and then the call is disconnected.

Using the Ring Node

You can use the Ring node for diverting blacklisted callers. It is supported as a post route from
CallManager. The call will be given ringback tone until the caller hangs up. No answer
supervision will be returned for this call since it is not connected to a IVR port. This means that
if this is the initial treatment given the caller, then no charges will be accrued for this call.

You need to define a Ring No Answer CTI port group in CallManager, but you do not have to
define CTI ports. In IP IVR Administration, you need to define a new CTI Route Point of Type
Ring No Answer whose dialed number matches what was previously defined on CallManager.

Define a label of type Ring with a Label field corresponds to the CTI Route Point dialed number
in CallManager and IP IVR.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)