Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

calls within the ring no answer time. In the Redirection on No Answer script, you should queue the call
at a higher priority so that the call does not fall to the bottom of the queue.

Redirection on No Answer situations increment call type statistics as follows:

•

For the initial call type, CallsOffered is incremented. When the call redirects, the CallsRONA field
is incremented.

•

For the Redirection on No Answer call type, CallsOffered is incremented as well as fields related
to the completion of the call. For example, if the call is handled the CallsHandled field is
incremented.

Because CallsOffered is incremented twice of the call, you should use a different call type for
Redirection on No Answer calls to ensure that the call does not peg the same call type twice.

In call type reports, these calls are grouped into the "Other" column. You can also view a count of
Redirection on No Answer calls in agent and skill group reports.

The Redirection on No Answer feature, configured in Agent Desk Settings in ICM Configuration Manager
and in ISN, ensures that when an agent does not answer a call, the call is taken away from the agent after
a specified number of seconds and re-assigned to another agent or requeued. Redirection on No Answer
is also used to change the agent state to Not Ready when a call is rerouted from the agent's phone. When
the Ring No Answer time in the Agent Desk Settings expires, ICM software makes the agent unavailable
for routing requests. When the ISN Ring No Answer timeout expires, the call is requeried for routing to
a different skill group or agent. You should configure the ISN Ring No Answer timer to be approximately
2 seconds longer than the Agent Desk Settings Ring no answer time so that the agent is made Not Ready
before the call is requeried. If the agent is not made unavailable first, the script might reassign the call
to the same agent.

Because the Ring No Answer time and ISN Ring No Answer timeout are several seconds apart, it is
possible that the call will continue to ring on the agent's phone after the agent is made Not Ready. If the
agent answers the phone in this brief interval, the context of the call will not be reported and reports will
show that the agent went directly into Active state from Not Ready state.

You can configure the routing script to handle Redirection on No Answer situations in two ways: the
script can change the call type when the calls is requeried, or the script can continue to use the same call
type.

The manner in which you script for Redirection on No Answer affects the report data that you see, as
follows:

•

If you change the call type (recommended), CallsOffered and OverflowOut is updated for the initial
call type. CallsOffered and fields related to the completion of the call, such as CallsHandled, are
incremented for the second call type.

Using two call types enables you to identify Redirection on No Answer occurrences in call type
reports. For example, if you create a specific call type for use in Redirection on No Answer situations,