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

Forces the logout request; for example, when Agent A attempts
to log in to Cisco Agent Desktop and Agent B is already logged

20002

in under that agent ID, Agent A is asked whether or not to force
the login. If Agent A answers yes, Agent B is logged out and
Agent A is logged in. Reports would then show that Agent B
logged out at a certain time with a reason code of 20002 (Agent
B was forcibly logged out).

Note: Cisco Unified Mobile Agent is the only exception, where
CAD will not allow you to log out a login name/ID that is
already in use.

If not already in the Logout state, request is made to place agent
in the Not Ready state. Then logout request is made to log
agent out.

20003

This code is reserved.

Supervisor Not Ready

This code is reserved.

Supervisor Logout

Redirection on No Answer

You can configure your Unified CCE system to handle and accurately report on situations when
the agent does not answer his or her phone. These situations are referred to as Redirection on
No Answer.

Although you can specify some values that control Redirection on No Answer situations,
configuring Redirection on No Answer involves additional steps:

•

Unified ICM/CCE configuration

•

Unified ICM/CCE scripting

•

Unified CM 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
branches 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 Unified CCE systems; however, it is supported for Cisco
Unified Customer Voice Portal (Unified CVP).

Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted at 

 for detailed scripting information.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)