Cisco Cisco IPCC Web Option User Guide

Redirection on No Answer Calls with IP IVR

The Redirection on No Answer feature, configured in Agent Desk Settings in ICM/IPCC
configuration tool, ensures that when an agent does not answer a call, the call is re-assigned to
another agent or requeued after a specified number of seconds. Redirection on No Answer is
also used to change the agent state to Not Ready when a call is rerouted from the agent's phone.
When the Ring No Answer time expires, ICM/IPCC software makes the agent unavailable for
routing requests. When the call is actually rerouted, ICM/IPCC software makes the agent Not
Ready, with a reason code of 32767.

A count of the calls that experience Redirection on No Answer appears in agent and skill group
reports. A high number of redirection on ring no answer calls for an agent might indicate that
the agent is not responding quickly enough to incoming calls or, if multiple agents have a high
number of reroute on ring no answer calls, might indicate that the Ring No Answer time is too
low.

For agent reporting, you can see how many calls experienced Redirection on Ring No Answer
through the Redirect No Answer report field in agent and skill group reports.

Redirection on No Answer calls also affect call type reporting. The CallsRONA field is updated
for the Call Type when a call redirects on no answer. In call type reports, these calls are grouped
into the "Other" category. See 

Redirection on No Answer calls update Peripheral tables (Peripheral_Real_Time and
Peripheral_Half_Hour) differently in IPCC Enterprise with IPCC System PG deployments and
System IPCC deployments than in other IPCC Enterprise environments.

Consider this example. An incoming ACD call is sent to an agent, but the agent does not answer
it. The call RONAs to an IVR (queued to a skill group), and is answered later by another agent.

In an IPCC Enterprise deployment that does not use the IPCC System PG, the CallsOffered
fields (CallsOfferedHalf and CallsOfferedToday in Peripheral_Real_Time and
CallsOfferedToHalf in Peripheral_Half_Hour) are updated three times in this scenario:

•

When the call first arrives, the Peripheral CallsOffered metrics for the CallManager peripheral
are incremented.

•

When the call is first sent to the IVR, the metrics for the IVR peripheral are incremented.

•

When the call is sent to the IVR, the metrics for the IVR peripheral are incremented.

In IPCC Enterprise with the IPCC System PG and System IPCC deployments, this metric is
updated only when the call first arrives.

Redirection on No Answer Calls with CVP

The Redirection on No Answer feature, configured in Agent Desk Settings in ICM/IPCC
configuration tool and in CVP, ensures that when an agent does not answer a call, the call is

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