Cisco Cisco E-Mail Manager Unity Integration Option Maintenance Manual
Although you can specify some values that control Redirection on No Answer situations,
configuring Redirection on No Answer involves additional steps:
configuring Redirection on No Answer involves additional steps:
•
ICM/IPCC configuration
•
ICM/IPCC scripting
•
CallManager configuration
Redirection on No Answer conditions are handled by two routing scripts: the initial routing
script and a script specifically set up for these conditions. The initial routing script handles the
incoming call; when the call is redirected on no answer from the agent’s IP phone, the script
will branch to another script set up specifically for Ring No Answer conditions.
script and a script specifically set up for these conditions. The initial routing script handles the
incoming call; when the call is redirected on no answer from the agent’s IP phone, the script
will branch to another script set up specifically for Ring No Answer conditions.
Note: The Target Requery script feature, implemented using the Label, Queue, Route Select,
and Select nodes, is not supported for IPCC Enterprise systems; however, it is supported for
Cisco Customer Voice Portal (CVP/ISN).
and Select nodes, is not supported for IPCC Enterprise systems; however, it is supported for
Cisco Customer Voice Portal (CVP/ISN).
Emergency and Supervisor Assist Calls
Agents can activate supervisor assist or emergency assist buttons on their desktop when they
need special assistance from the primary or secondary supervisor assigned to their team.
need special assistance from the primary or secondary supervisor assigned to their team.
Agents can use the Supervisor and Emergency assist features, regardless of whether or not they
are on a call.
are on a call.
There are two types of supervisor and emergency assist calls:
•
Existing call - Consultative Conference
•
No call
Note: Blind Conference is not supported for Emergency and Supervisor Assist.
About Configuring Supervisor Features
Note: If you use Cisco Agent Desktop (CAD), you must configure the supervisor in ICM/IPCC
software first, then configure the supervisory features using Cisco Desktop Administrator.
software first, then configure the supervisory features using Cisco Desktop Administrator.
The IPCC Enterprise Supervisor Desktop includes functions that allow supervisors to monitor
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
and manage their agent team members. A supervisor desktop application has all of the capabilities
of an agent desktop application plus supervisor services to monitor and manage agent team
members. The desktop application supports the Barge-In and Intercept call monitoring features.
Note: Refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions for information
on setting up IPCC Enterprise supervisory features. These instructions help ensure successful
use of these features and accurate reporting. See
on setting up IPCC Enterprise supervisory features. These instructions help ensure successful
use of these features and accurate reporting. See
for information about configuring supervisor features.
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3: Configuring CTI OS and CAD Desktop Features
About Configuring Supervisor Features