Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Figure 150: Changing the Queue Type to Enable Requery

Figure 151: RONA Scripting in IPCC Hosted Edition

If there is an available agent, the Queue node selects the longest available agent from the skill
groups configured. If there is no available agent, the script then queues the call with a priority
set in the node and continues down the success exit of the node.

When an agent becomes available the ICM always selects the longest queued call from the ones
with the highest priority. The RONA mechanism works as follows:

1. The Queue node selects an agent.

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