Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

Allows you to define routing logic used for situations when an
assigned agent does not answer.

Using the ICM Script Editor, create a
routing script to handle Redirection on No
Answer situations.

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Note: Important! This script queues the call at the highest priority
in the skill group(s) defined within the call variables; otherwise, the
caller will not remain at the head of the queue where he/she was when
was first assigned to the agent who did not answer the call. Also, call
variables that were set in the original routing script are still present
in the ring-no-answer script, so you might want to set variable values
in one script that can be checked and acted upon in the other script.

• If you configure the Redirection on No Answer timer in the ICM Agent Desk Settings, it is

not necessary to configure the CallManager Call Forward No Answer fields for the agent
extensions in the CallManager configuration. If you would like to configure them for cases
when an agent is not logged in, set the CallManager system service parameter for CallManager
Call Forward No Answer timer at least 3 seconds higher than the ICM Redirection on No
Answer timer on each of the CallManager nodes.

• If you want to ensure that Redirection on No Answer calls adversely affect the service level,

define the service level threshold to be less than the Redirection on No Answer timer at the
call type and service.

How to Configure IPCC Enterprise for Redirection on No Answer Situations on CVP/ISN

For IPCC Enterprise systems in which CVP/ISN is deployed, the Cisco CallManager does not
control CVP/ISN and cannot send an unanswered call back to CVP/ISN for re-queuing. You
configure the Re-route on Redirection on No Answer feature to only make the agent “Not Ready”
when he/she does not answer a call, and use the CVP/ISN Target Requery feature to re-queue
the call. Refer to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise
Edition for more details.

Note: Important! CallManager does not control the queuing platform (CVP/ISN); therefore,
CallManager can not send the call back to CVP/ISN for re-queuing. When using CVP/ISN,
CVP/ISN controls the call control.

Recommended configuration for Redirection on No Answer situations is detailed in the table
below:

Allows you to define the following:

In the ICM Configuration Manager,
configure Agent Desk Setting

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•

A Redirection on No Answer time: Set this number less than the number
set for the No Answer Timeout for the Target Requery that you set in

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)