Cisco Cisco IP Contact Center Release 4.6.1 Manuel De Maintenance

How to Configure Agent Features

This section describes how to perform the following tasks:

•

Configure Unified CCE for Redirection on No Answer situations on IP IVR and Unified
CVP

•

Configure automatic wrap-up

•

Configure supervisor assist and emergency alert situations

How to Configure Cisco Unified Contact Center Enterprise for Redirection on No Answer Situations on IP IVR

Note: Important! Unified CM is the Unified ICM Routing Client that ensures the call arrives
at the right destination.

The recommended Redirection on No Answer situation configuration is detailed in the table
below:

Allows you to define the following:

In the Configuration Manager, configure Agent Desk
Settings.

1

•

A Redirection on No Answer time

•

Redirection on No Answer dialed number
(to access the Redirection on No Answer
script defined in Step 3, below)

Note: The Redirection on No Answer timer
is not applicable if the Auto answer option
is enabled since the Redirection on No
Answer feature and Force Answer are
mutually exclusive. If both are defined, Auto
answer takes precedence over Redirection on
No Answer.

Set up the call type and associate it with the
dialed number and the routing script.

In the Configuration Manager, set up the call type.

2

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

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

3

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