Cisco Cisco IPCC Web Option User Guide

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Decide how long a call should ring before being redirected to a new agent or skill group.

You configure the ring no answer time in two places: ISN software and ICM software. Configure
the ISN Ring No Answer timeout in the ISN Voice Browser Administration application. This timer
will be used to requery the call if the call is not answered. Configure the ICM Agent Desk Settings
Ring no answer time. This time determines when the agent is made Not Ready so that additional
calls are not assigned to the agent. ISN Ring No Answer timeout should be approximately 2 seconds
higher than the Ring no answer time configured in Agent Desk Settings. The ISN Ring No Answer
timeout should also be less than 30 seconds because the ICM Central Controller waits up to 30
seconds for a response to arrive from the ISN. If the response is not received within 30 seconds,
the call fails.

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Within the routing script, plan to enable the Target Requery option in the routing script. Target
Requery is available from the Queue, Queue to Agent, Label, Select, and RouteSelect nodes. Change
the call type in the script after the requery and create a path for calls that are requeried within the
script. Queue calls that are requeried at a higher priority.

Using a separate call type enables you to report on activity for that call type. Viewing data for this
call types helps you gain insight into the number of calls that are requeried and to see how the calls
are finally handled.

Follow these guidelines to obtain accurate and useful data for VRU applications:

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If you want to report on VRU applications, services, queuing, and trunk groups, plan to enable
Service Control and Queue Reporting at the VRU peripheral.

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Determine the Service Level for VRU services.

Service Level indicates how well you are meeting your goal for answering calls. For example, your
goal might be to answer 80% calls within two minutes. In this case, you would set the Service Level
Threshold to 120 seconds. Reports show you the percentage of calls that are answered within that
time threshold, enabling you to see whether you are meeting your goal.

Also, determine how abandoned calls should impact the Service Level. You decide whether
abandoned calls should be ignored in the Service Level calculation, should negatively affect Service
Level, or should positively affect Service Level. For example, for VRU Self-Service applications,
all calls that terminate are considered abandoned, even if the caller received the information he or
she required. You might want to ignore these calls or have them positively affect Service Level.
You might want calls that abandon while queuing or while ringing to negatively impact Service
Level.

You can configure the Service Level settings for all VRU services on a VRU peripheral using the
ICM Configuration Manager PG Explorer tool. You can override these settings for individual
services using the ICM Configuration Manager Service configuration tool.

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If you have Self-Service or Information Gathering IVR applications and want to separate
self-service/digit collection metrics from queuing metrics, plan to change the call type in the routing
script before the call is queued. This ensures that you can report on both the self-service/digit
collection section of the call and the queuing section of the call using Call Type reports.

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If you want to track how callers have progressed through a Self-Service or Information Gathering
IVR application, plan to use the VRUProgress variable in the Set node of the routing script to