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.
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.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
142
Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data