Cisco Cisco IPCC Web Option Manuel De Maintenance

CVP/ISN (causes agent to be made unavailable after the Redirection on
No Answer timer expires, but will not invoke the Redirection on No
Answer mechanism to re-route the call—see Step 3, below)

•

Redirection on No Answer dialed number (to access the Redirection on
No Answer script): Leave this field blank

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

This step causes CVP/ISN to issue a requery to ICM software if the
assigned agent does not answer. In the VBAdmin tool, use the

Using the CVP/ISN VBAdmin tool,
configure CVP/ISN’s ring-no-answer
timeout.

2

SetRNATimeout command to set the ring-no-answer timeout to a duration
which is two seconds longer than the Redirection on No Answer time that
was set in Step 1.

Note: Set this timeout to under 30 seconds since ICM software waits 30
seconds for CVP/ISN to return a routing label and then fails, so CVP/ISN
needs to requery before this happens.

Allows you to report on Redirection on No Answer information. This script
enables Requery (enable the Requery check box) on the node in the script

Using the ICM Script Editor, account
for requeries in the routing script to

3

that selects and delivers the call to the first agent. Depending on the type

handle Redirection on No Answer
situations.

of node used, the Requery mechanism selects a new target from the
available agents or requires additional scripting.

Use the Target Requery script feature.

Refer to the ICM Scripting and Media Routing Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions  for information on how Requery works for
the different nodes.

Note: Do not create and schedule a
new Routing script for Redirection on
No Answer purposes in CVP/ISN
deployments.

Note: Important! This script queues the call at the highest priority in the
skill group(s) defined within the call variables; otherwise, the caller will
not remain at the head of the queue where he/she was when was first
assigned to the agent who did not answer the call.

• If you configure the Redirection on No Answer timer in the ICM Agent Desk Settings, it is

not necessary to configure the CallManager Call Forward No Answer fields for the agent
extensions in the CallManager configuration. If you would like to configure them for cases
when an agent is not logged in, set the CallManager system service parameter for CallManager
Call Forward No Answer timer at least 3 seconds higher than the ICM Redirection on No
Answer timer on each of the CallManager nodes.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)