Cisco Cisco IPCC Web Option User Guide

Using two call types enables you to identify Redirection on No Answer occurrences in call
type reports. For example, if you create a specific call type for use in Redirection on No
Answer situations, then you can see whether calls are redirecting by monitoring the calls
offered to that call type. You can also see whether the Flow Out field is incremented for other
call types.

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If you do not change the call type, CallsOffered and fields related to the completion of the
call, such as CallsHandled, are incremented. FlowOut is not incremented. You will not be
able to tell without looking at agent or skill group reports whether calls are redirecting on no
answer. (You could write a custom report to see values for CallsRequeried.)

Note: Because the CVP application performs a requery to redirect the call to a different agent
or skill group instead of branching to another script, the CallsRONA field is not incremented
for the call type.

How Calls that Terminate Label Node and Route to Non-Monitored Devices Affect Reporting

The Label node is used to divert a call to voice mail or web attendant or some other device that
is not monitored by ICM/IPCC because of digits collected by the caller during a voice menu or
due to some other conditions. These calls are counted as RoutedNonAgent and appear in the
"Other" column of call type reports.

Note: Use an ICM/IPCC routing scripting script, not a VRU script, to route calls to
non-monitored devices. If you use the VRU script, calls are reported as abandoned at the call
type.

Configuration and Scripting Considerations for Call Type Reporting

When configuring and scripting for call type reporting, you must consider call type bucket
intervals, Redirection on No answer situations, calls that route to non-monitored devices, and
abandoned short calls.

Configuration and Scripting Considerations for Redirection on No Answer with IP IVR Reporting

Follow these guidelines when configuring and scripting for Redirection on No Answer

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Ensure that a CTI route point is defined to use for Redirection on Ring No Answer.

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Configure the Ring no answer settings in the Agent Desk Settings in the ICM/IPCC
configuration tool. Enter a Ring no answer time. If you use Service Level metrics within
your reports and you want Reroute on Ring No Answer calls to adversely affect the Service
Level, set the Service Level Threshold time below the Ring No Answer time. Enter a Ring
no answer dialed number to which to redirect calls that are not answered by agents within
the Ring No Answer time.

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Create a separate script for Redirection on No Answer. In the initial script, change the call
type to direct the call to the Redirection on No Answer script. This ensure that the call is not

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