Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Target Requery is intended to address the following failures:
•
Failure to deliver a call to an ACD agent.
•
Failure to deliver a call to an individual Enterprise Agent (EA).
•
Failure of the outbound leg of a blind-mode Network Transfer.
•
Target Requery works on a per call basis; that is, the routing information for one call does
not affect the state for other calls. If the first target selected for the contact was not reachable,
the target is not eliminated from the potential routing destinations for other contacts.
not affect the state for other calls. If the first target selected for the contact was not reachable,
the target is not eliminated from the potential routing destinations for other contacts.
Note: Target Requery does work in the NICM/CICM environment.
How Target Requery Works
In the ICM software system, when queried, the CallRouter returns a label to the routing client.
The routing client then routes the call to the destination specified by the label. If the destination
is not reachable (for example, because of a busy signal or no answer), the call is routed to the
default destination.
The routing client then routes the call to the destination specified by the label. If the destination
is not reachable (for example, because of a busy signal or no answer), the call is routed to the
default destination.
With Target Requery, if the router fails to route to the target node, a second attempt is made. If
the failure occurs a second time, then the router continues from the failure path in the node.
the failure occurs a second time, then the router continues from the failure path in the node.
Note: Note that in a Queue Node, just one target is used and the failure path of the node is
immediately taken. You can create a script that increases the priority and requeries the call from
the failure path to the same queue.
immediately taken. You can create a script that increases the priority and requeries the call from
the failure path to the same queue.
In the event of a failure, you can handle requerying in the scripting environment, as you deem
appropriate.
appropriate.
Target Requery:
•
Is compatible with translation routes.
•
Does not require different definitions for different failure cases. However, you can choose
to handle different failures differently.
to handle different failures differently.
•
Assigns the SERVICE_DIVERT_ON_BUSY service type for calls that use target requery.
The Event Select in the connect message includes a REROUTE_REQUESTED_MASK.
When a destination cannot be reached, the NIC queries the CallRouter for an alternative
destination label.
The Event Select in the connect message includes a REROUTE_REQUESTED_MASK.
When a destination cannot be reached, the NIC queries the CallRouter for an alternative
destination label.
How to Test the RequeryStatus Variable
You can test the error path of these script nodes using Target Requery to determine the specific
network cause of failure and conditionally retry the attempt as necessary. This is done using an
If node to check the value of the Call variable RequeryStatus. The decision path for the script
is then determined by the value of the RequeryStatus variable.
network cause of failure and conditionally retry the attempt as necessary. This is done using an
If node to check the value of the Call variable RequeryStatus. The decision path for the script
is then determined by the value of the RequeryStatus variable.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 4: Selecting Routing Targets
Using Target Requery