Cisco Cisco IPCC Web Option User Guide

Figure 14: Routing Script for Redirection on No Answer with IP-IVR

The second 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 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.

9. The agent answers call at 4:05:04 p.m.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)