Cisco Cisco IPCC Web Option User Guide

Configuration and Scripting Considerations for Redirection on No Answer with CVP

For calls that redirect on no answer, follow these configuration guidelines to ensure that reporting
is accurate:

•

Define a Ring No Answer time within the Agent Desktop Settings in the ICM/IPCC
configuration tool. Do not configure the Ring No Answer dialed number. 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 that if you have multiple agent desk setting
records, they all must be set to this value that is less than the Cisco CallManager timer.

•

Configure the CVP Ring No Answer timeout. The Ring No Answer time in Agent Desk
Settings is used to make the agent Not Ready, but the actual requery of the call occurs when
the CVP Ring No Answer timeout occurs.

The Redirection on No Answer script :

•

Enable the Target Requery option in the node that is selecting and delivering the call to the
agent to instruct the CVP to requery the call to another skill group or agent.

•

Queue the call at the highest priority in the skill group(s) defined within the call variables.

See the 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 on Agent Call Transfers and Conferences

Voice calls can be transferred and conferenced. Non-voice tasks, such as e-mail, single-session
chat and multi-session chat, and blended collaboration tasks cannot be transferred and
conferenced.

Transfer can be either blind or consultative, and is supported only for agents within the same
Cisco CallManager cluster. A blind transfer is a transfer in which the agent transfers the call to
another agent without first ensuring that another agent is available. A consultative transfer is a
transfer in which an agent places the call on hold, calls the receiving agent to discuss the transfer
and then transfers the call to the agent. Consultative transfer is not supported when CVP is used
as the VRU.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)