Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Then:  Select the same ICM customer you selected for Call Type from the drop-down
list.

Select the Interruptible check box.

Click Save and then click Close.

CICM VRU Script Considerations

Use the CICM Script Editor SendToVRU node to connect the call to the Network VRU.

For more information about creating scripts, see ISN Configuration and Administration - Chapter
2, "Using NAM/ICM with the ISN IVR Solution".

Note: A RunVRU Script or Queue node is an "implicit" SendToVRU node, although error
handling is easier if the explicit "SendToVRU" node is used.

RONA and ISN

When using IPCC with ISN, the ICM Router Requery function is used to take the call away
from the non-answering agent and requeue it for service.

There are two places in which configuration must occur:

•

In the Agent Desk Settings - the Ring no answer dialed number field must be blank, and
a ring no answer time must be set.

•

In the example script Scripting for RONA:

–

The Queue node for the skill group that selects the first agent must have Target Requery
enabled.

–

Raise the priority of the call so that it goes to the front of the queue.

Scripting for RONA

When scripting for RONA, you should Enable Requery on the node in the script that selects the
first agent. Depending on the type of node used, the Requery mechanism selects a new target
from the available agents or requires additional scripting. The IPCC/ICM Scripting and Media
Routing Guide describes how Requery works for the different nodes.

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