Cisco Cisco IP Contact Center Release 4.6.1 Release Note

There are two places in which configuration must occur:

•

In the Agent Desk Settings - the Ring no answer dialed number field must be blank, and
a ring no answer time must be set.

•

In the example script Scripting for RONA:

–

The Queue node for the skill group that selects the first agent must have Target Requery
enabled.

–

Raise the priority of the call so that it goes to the front of the queue.

Scripting for RONA

When scripting for RONA, you should Enable Requery on the node in the script that selects the
first agent. Depending on the type of node used, the Requery mechanism selects a new target
from the available agents or requires additional scripting. The IPCC/ICM Scripting and Media
Routing Guide describes how Requery works for the different nodes.

Figure 150: Changing the Queue Type to Enable Requery

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