Cisco Cisco IPCC Web Option User Guide

recorded twice for the same call type. In the Redirection on No Answer Script, queue the
calls at a higher priority.

 for additional

considerations for configuring and scripting for Reroute on Ring No Answer situations.

Configuration and Scripting Considerations for Redirection on No Answer with CVP Reporting

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

•

Configure the Ring no answer time in the Agent Desk Settings in ICM/IPCC configuration
tool. This timer will be used to make an agent Not Ready if the agent does not answer a
ringing call within the Ring no answer time.

•

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 within the
Ring No Answer time. This number be approximately 2 seconds higher than the Ring no
answer time configured in Agent Desk Settings and be less than 30 seconds. This ensure that
the agent is made Not Ready so that the same agent does not receive the call.

•

Within the routing script, check the Target Requery option on the Set, Queue, or Select node,
as appropriate for the script and create a path for calls that requeried with the script. Queue
calls that are requeried at a higher priority.

 for additional

considerations for configuring and scripting for Reroute on Ring No Answer situations.

Configuration and Scripting Considerations for Reporting on Calls that Route to Non-Monitored Devices

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 Recommendations for Reporting on Abandoned Short Calls for the Call Type

See 

considerations for configuring short calls for IPCC Enterprise.

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