Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Note: Additional IPCC example scripts are available in the Cisco IP Contact Center Enterprise
Edition Reporting Guide, available from 

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Redirection on Ring No Answer

When configuring ICM software in an IPCC Enterprise environment, you configure Agent Desk
Settings. When creating agents, you then associate each agent with one of the Agent Desk
Settings you created.

One attribute of Agent Desk Settings is the Ring no answer dialed number:

Figure 136: Reroute on Ring No Answer

In order for calls to be routed when an agent does not answer, you must create and schedule a
script for the Call Type mapped to the dialed number selected for the agent's Desktop Settings.

For example, you may schedule a simple script to run when agents do not answer that tries to
select the longest available agent from a set of skill groups, and if that fails, requalifies the call
to a new Call Type to have it rerouted:

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)