Cisco Cisco IPCC Web Option User Guide

Figure 15: Routing Script for Redirection on No Answer with ISN

The following events occur:

1. Agent 1 is available.

2. The call enters script at 4:03 p.m.

3. The call is assigned to Agent 1 using the Queue to Skill Group node at 4:03 p.m.

4. The call rings on the agent desktop The ring time exceeds agent desk settings. The agent

is made Not Ready, reason code 50010 at 4:03:30 p.m.

5. The ring time exceeds CVP timeout at 4:03:32 p.m. The call is requeried. The call then

goes through the failure path of the first Queue to Skill Group node.

6. The Call Type is changed in the script for tracking purposes.

7. The script then goes to the second Queue to Skill Group node. No agents are ready, so the

call is queued.

8. Agent 2 becomes Ready at 4:06:10 p.m. The call is assigned to agent.

9. The agent answers call at 4:06:39 p.m.

10. The caller ends call at 4:10 p.m.

11. The agent performs Wrap up work until 4:12 p.m.

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