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Figure 42: Sample Script for Re-Route on No Answer

In this script, when the Queue node selects an agent that does not answer the call, the script
exits through the failure exit (X) of the Queue node. The If node tests the RequeryStatus variable.
If it has value of greater than zero, this is a requery call, and the script re-queues the call. In the
example above it also sets a flag using a call variable for reporting purposes (see below).
Assuming that there are no agents available, the Queue node immediately exits through the
success exit (Checkmark). The If node checks to see if this is a requeried call. If so, it increases
the Queue Priority of the call so that it will be handled before any other calls in queue. It then
enters the normal wait loop with RunScripts.

The call flow is as follows:

•

Script connects call to agent by sending connect message to Unified CVP (with requery
enabled).

•

Agent phone rings.

•

After the Re-route On No Answer timeout expires, Unified ICME makes the agent unavailable.
The agent state does not actually change until the call gets taken away from the agent. The
agent phone continues to ring and the agent can still pick up the phone (if he does pick up
the phone, he will be left in Ready state after the call, even if it was after the Re-route On
No Answer timer expired).

•

After the Unified CVP VB RNATimeout expires, the VB/AS/PG sends an EventReport=No
Answer to the router. The router picks another target according to the routing script and sends
the Connect message to Unified CVP. The target might be another agent or it might be a
VRU label to requeue the call.

•

When the call disappears from the first agent he is put in Not Ready state.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)