Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Planning for Redirection on No Answer Reporting with IP-IVR

If you are implementing Redirection on No Answer and have deployed IP-IVR as the VRU,
follow these guidelines to obtain accurate and useful data from Redirection on No Answer
situations:

•

Decide how long a call is to ring before being redirected to a new agent or skill group. When
deciding this, consider how Redirection on No Answer calls are to affect the Service Level.
If you want want Redirection on No Answer calls to adversely affect the Service Level, the
amount of time the call is allowed to ring before being redirected must be above the Service
Level threshold time. You configure the ring no answer time in the configuration tool.

•

Decide what number be dialed in order to redirect calls that are not answered by agents within
the ring no answer time. You configure the ring no answer dialed number in the Agent Desk
Settings tool in the configuration tool.

•

Plan to create a separate call type for Redirection on No Answer situations and to associate
this call type with the ring no answer dialed number.

You create a separate script for Redirection on No Answer that is associated with the
Redirection on No Answer call type. In the Redirection on No Answer Script, queue the calls
at a higher priority. The call variables set in the first script are carried over into the second
script and you can use these variables if you choose.

Using a separate call type not only enables you to redirect calls that are not answered to a
script that queues the calls at a higher priority, but also enables you to report on activity for
the Redirection on No Answer call type. Viewing data for this call type helps you gain insight
into the number of calls that redirect on no answer and to see how the calls are finally handled.

Planning for Redirection on No Answer Reporting with Customer Voice Portal

Note: In Releases prior to Release 3.0, the Customer Voice Portal (CVP) product was named
Internet Service Node (ISN)

If you are implementing Redirection on No Answer and have deployed CVP as the VRU, follow
these guidelines to obtain accurate and useful data from Redirection on No Answer situations.
Note that CVP is not supported for IPCC Enterprise with IPCC System PG or for System IPCC
deployments.

•

Decide how long a call ring before being redirected to a new agent or skill group.

You configure the ring no answer time in two places: CVP software and ICM/IPCC software.
Configure the CVP Ring No Answer timeout in the CVP Voice Browser Administration
application. This timer will be used to requery the call if the call is not answered. Configure
the ICM/IPCC Agent Desk Settings Ring no answer time. This time determines when the
agent is made Not Ready so that additional calls are not assigned to the agent. CVP Ring No

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)