Cisco Cisco IP Contact Center Release 4.6.1 User Guide

For both the original call type and the transfer and conference
call type, this call affects the following fields

caltyp31: Call Type Abandon/Answer Distribution by Half Hour
Report

•

ASA. This call is used in the Average Speed of Answer
calculation.

•

00:00:00 - 00:01:00: Ans. This field is incremented.

The following script is used when the call Redirects on No Answer:

This script is associated with the Redirection on No Answer Call Type and is run when an agent does
not answer a call within the ring no answer time specified in Agent Desk Settings. The script performs
a translation route to VRU and queues the agent's call to the appropriate skill groups at a higher priority.
During queuing, the VRU plays music on hold. Labels are used for default routing in case the the
Translation Route to VRU, Queue to Skill Group, or Run Ext. Script nodes fail.

The following events occur:

1.

Call enters script at 4:03:01 p.m.

2.

Call is transferred to the IVR and queued using the Queue to Skill Group node.

3.

An agent becomes available at 4:04:04 p.m.

4.

The call is assigned to the agent. The call rings on the agent desktop.. The ring time exceeds agent
desk settings. The agent is made Not Ready with a reason code 32767 (Ring No Answer).

5.

The router runs the routing script associated with the call type for the ring no answer dialed number.
The script attempts to select the first available agent from a skill group.

6.

No agents are ready, so the script performs a transfer to IVR and then uses Queue to Skill Group
node to queue to Skill Group 2. The call begins to queue at 4:04:05 p.m.

7.

Agent 2 becomes Ready at 4:05:02 p.m.

8.

The call is assigned to the agent and rings on the agent's desktop.