Cisco Cisco IP Contact Center Release 4.6.2 Technical References
Handling of GIVE BUSY Script Command
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sure that the last case has occurred, because NCCM server does not send it
any message when the call is answered by a remote site.
any message when the call is answered by a remote site.
So, when the PG receives an HDX NACD_Queued message telling it that
a
a
QUEUE TO NACD
command has been executed for a call, it sets a timer
T whose duration in seconds is specified by the registry entry (relative to
HKEY_LOCAL_MACHINE/SOFTWARE):
HKEY_LOCAL_MACHINE/SOFTWARE):
Cisco Systems,
Inc./ICM/PG<xx>/PG/CurrentVersion/PIMS/pim1/SymposiumData/
Dynamic/QueueToNACDWaitTimeout
Inc./ICM/PG<xx>/PG/CurrentVersion/PIMS/pim1/SymposiumData/
Dynamic/QueueToNACDWaitTimeout
Each time it receives an
HDX NACD_Ping
message, it reschedules T. If T
goes off, the PG assumes that the call has been answered by a remote site
and behaves as described in the third case above. Otherwise, the PG
continues to track the call as described in the first two cases above. (See
“
and behaves as described in the third case above. Otherwise, the PG
continues to track the call as described in the first two cases above. (See
“
,” for more
information.)
5.7. Handling of GIVE BUSY Script Command
When the processing of an NCCM server call leads to the execution of a
GIVE BUSY
script command, the call is no longer under the control of the
NCCM server software. When this occurs the PG receives no more
information about the call and stops monitoring it. The call is removed
from real time calls in queue statistics. The disposition in the termination
call detail record is set to “Forced Busy.” The call is reflected in historical
services records as a “terminated other” call.
information about the call and stops monitoring it. The call is removed
from real time calls in queue statistics. The disposition in the termination
call detail record is set to “Forced Busy.” The call is reflected in historical
services records as a “terminated other” call.
5.8. Handling of GIVE BUSY CONTROLLED Script
Command
When the processing of a NCCM server call leads to the execution of a
GIVE BUSY CONTROLLED
script command, the call may no longer be
under the control of the NCCM server software. When the PG receives the
SEND INFO
command associated with the
GIVE BUSY CONTROLLED
it
has no way of determining whether the
GIVE BUSY CONTROLLED
will
terminate NCCM server processing, or whether control will return to the
NCCM server script. Therefore, the PG waits for a period of time to see if
it will receive a Controlled_Returned
NCCM server script. Therefore, the PG waits for a period of time to see if
it will receive a Controlled_Returned
SEND INFO
script command
indicating that control has returned to the NCCM server script (see
“
“
”). If it does not
receive such a command during the period, it assumes the call is no longer
under the control of the NCCM server software and behaves as in
“Handling of GIVE BUSY Script Command,” earlier in this chapter.
under the control of the NCCM server software and behaves as in
“Handling of GIVE BUSY Script Command,” earlier in this chapter.
5.9. Handling of GIVE OVERFLOW Script Command
When the processing of an NCCM server call leads to the execution of a
GIVE OVERFLOW
script command, the call is no longer under the control
of the NCCM server software. When this occurs the PG receives no more
information about the call and stops monitoring it. The call is removed
information about the call and stops monitoring it. The call is removed