Cisco Cisco Unified Customer Voice Portal 10.0(1)
B-11
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix B Transferring and Queuing Calls with ISN
Configuring IPCC Re-route On No Answer for ISN
Figure B-6
Agent Desk Settings Configuration
This will cause the agent to be made unavailable after the Re-route On No Answer timer expires, but will
not invoke the Re-route On No Answer mechanism to re-route the call.
not invoke the Re-route On No Answer mechanism to re-route the call.
Router Requery Configuration
Router Requery is triggered by the routing client (ISN) when a No Answer timer expires (a different
timer than the Re-route On No Answer timer).
timer than the Re-route On No Answer timer).
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The No Answer timer for Router Requery is not controlled by ICM, but by the switching fabric,
which is ISN in this case. ISN 1.0 has a fixed No Answer timer of 15s. ISN 2.1’s Voice Browser has
a configurable No Answer timer, called RNATimeout (with a default value of 15s). It can be set
using the VB Admin tool. When using ISN 2.1, set RNATimeout to the desired number of seconds
that the agent phone should ring before being taken away. This would probably be less than 15
seconds (4 rings), perhaps 10s. In any case, this timeout must be longer than the Re-route On No
Answer timeout set in the Agent Desk Settings.
which is ISN in this case. ISN 1.0 has a fixed No Answer timer of 15s. ISN 2.1’s Voice Browser has
a configurable No Answer timer, called RNATimeout (with a default value of 15s). It can be set
using the VB Admin tool. When using ISN 2.1, set RNATimeout to the desired number of seconds
that the agent phone should ring before being taken away. This would probably be less than 15
seconds (4 rings), perhaps 10s. In any case, this timeout must be longer than the Re-route On No
Answer timeout set in the Agent Desk Settings.
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Enable Requery on the node in the script that selects the first agent. Depending on the type of node
used, the Requery mechanism will select a new target from the available agents or will require
additional scripting. The Cisco ICM Software Scripting and Media Routing Guide describes how
Requery works for the different nodes.
used, the Requery mechanism will select a new target from the available agents or will require
additional scripting. The Cisco ICM Software Scripting and Media Routing Guide describes how
Requery works for the different nodes.
In most cases IPCC will use the Queue node. The Queue node requires additional scripting to handle the
requeuing of the call in front of the queue. The script example below provides a standard way of handling
this.
requeuing of the call in front of the queue. The script example below provides a standard way of handling
this.