Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Configuration and Scripting Considerations for Task Reporting
Configuration and Scripting Considerations for Transfers and Conferences
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Configuration and Scripting Considerations for Redirection on No Answer with IP-IVR
For calls that redirect on no answer, follow these configuration guidelines to ensure that reporting
is accurate:
is accurate:
•
Define a Ring No Answer time and Ring No Answer dialed number within the Agent Desktop
Settings in the ICM/IPCC configuration tool. Set the Call Forward on No Answer system
wide time value in Cisco CallManager greater than the Ring No Answer timer in the Agent
Desktop Setting. Remember if you have multiple agent desk setting records, that all must be
set to this value that is less than the Cisco CallManager timer.
Settings in the ICM/IPCC configuration tool. Set the Call Forward on No Answer system
wide time value in Cisco CallManager greater than the Ring No Answer timer in the Agent
Desktop Setting. Remember if you have multiple agent desk setting records, that all must be
set to this value that is less than the Cisco CallManager timer.
•
If you want to ensure that Redirection on No Answer calls do note adversely affect the Service
Level, you define the Service Level threshold to be less than the Ring No Answer timer at
the call type and service. Note that you do not create services in System IPCC or ARI
deployments.
Level, you define the Service Level threshold to be less than the Ring No Answer timer at
the call type and service. Note that you do not create services in System IPCC or ARI
deployments.
Redirection on No Answer conditions be handled by two scripts: the initial routing script and
a script specifically set up for RONA conditions.
a script specifically set up for RONA conditions.
The Redirection on No Answer script include the following:
•
The initial routing script might include call variables to collect the skill group to which the
call is queued as well as the initial call type. These variables are passed to the RONA script.
Optionally, you can configure the script to use these variables.
call is queued as well as the initial call type. These variables are passed to the RONA script.
Optionally, you can configure the script to use these variables.
•
In the RONA script, queue the call at the highest priority in the skill group(s) defined.
See the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition or System
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for instructions
on configuring Agent Desk Settings. See the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for instructions
on configuring Agent Desk Settings. See the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 3: Managing Agents
Configuration and Scripting Considerations for Task Reporting