Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The Redirection on No Answer feature ensures that if an agent does not answer a call within a specified
amount of time, the call is assigned to a different skill group or agent and the original agent is made Not
Ready so that he or she is not routed additional calls. This feature is implemented differently depending
on whether you are installing IP-IVR or ISN as the VRU for your IPCC Enterprise system.

Your enterprise might implement one or more types of VRU applications. VRU applications include
Self-Service and Information Gathering. In Self-Service applications, the customer can obtain information
through a series of VRU prompts and the entire transaction occurs within the VRU. For example, if the
customer calls a bank, the Self-Service application might prompt the user for his or her account number
and password and then provide abilities to check account balance, review recent payments, modify PIN
numbers, etc. In Information Gathering applications, the VRU prompts the caller for certain information,
such as which department he or she wants to reach, and then uses the information in the routing decision
and might pass the information to the agent desktop.

The VRU is also used to queue calls while a customer waits for an available agent. During queuing, the
VRU might be configured to play music on hold or perform a VRU application.

The types of VRU applications that you use in your IPCC Enterprise determine what report data you
should monitor.

For example:

•

If your VRU only performs queuing, you might want to see how long callers waited in queue and
number of callers who abandoned while queued.

•

If your VRU is used for Self-Service, you might want to see how many successful transactions
occurred in the Self-Service application and whether the caller was transferred to an agent from
the application.

•

If you are using an Information Gathering application, you might want to see how many callers
opted out of the digit collection to be transferred directly to an agent.

When planning your IPCC Enterprise installation, consider how you want to name the components and
entities that you will be configuring. For example, what kind of names do you want to use for call types
and skill groups? The names for agents, skill groups, agent teams, peripherals (such as VRU peripherals
and CallManager peripherals), call types, VRU services, trunk groups, and application gateways appear
in WebView as selection criteria for reports.

Depending on your contact center, a wide range of individuals might be running reports and using the
selection criteria. Using intuitive names for IPCC Enterprise components and entities will help these
users interpret the report selection criteria correctly. For example, instead of using numbers for call type
names, use descriptive text such as "RedirectOnNoAnswer" or "SupervisorAssist". WebView displays
up to 1,000 items for report selection criteria (for example, up to 1,000 agents).