Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
•
Configure the ISN Ring No Answer timeout. The Ring No Answer time in Agent Desk Settings is
used to make the agent Not Ready, but the actual requery of the call occurs when the ISN Ring No
Answer timeout occurs.
used to make the agent Not Ready, but the actual requery of the call occurs when the ISN Ring No
Answer timeout occurs.
The Redirection on No Answer script should:
•
Enable the Target Requery option in the node that is selecting and delivering the call to the agent
to instruct the ISN to requery the call to another skill group or agent.
to instruct the ISN to requery the call to another skill group or agent.
•
Queue the call at the highest priority in the skill group(s) defined within the call variables.
See the Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide for instructions
on configuring Agent Desk Settings. See the Cisco IP Contact Center Enterprise Edition Scripting and
Media Routing Guide for instructions on scripting.
on configuring Agent Desk Settings. See the Cisco IP Contact Center Enterprise Edition Scripting and
Media Routing Guide for instructions on scripting.
See Also
Cisco IP Contact Center Enterprise Edition Installation and Configuration Guide Cisco IP Contact
Center Enterprise Edition Scripting and Media Routing Guide
Center Enterprise Edition Scripting and Media Routing Guide
Reporting on Agent Call Transfers and Conferences
Voice calls can be transferred and conferenced. Non-voice tasks, such as eMail, single-session chat and
multi-session chat, and Blended Collaboration tasks cannot be transferred and conferenced.
multi-session chat, and Blended Collaboration tasks cannot be transferred and conferenced.
Transfer can be either blind or consultative, and is supported only for agents within the same Cisco
CallManager cluster. A blind transfer is a transfer in which the agent transfers the call to another agent
without first ensuring that another agent is available. A consultative transfer is a transfer in which an
agent places the call on hold, calls the receiving agent to discuss the transfer and then transfers the call
to the agent. Consultative transfer is not supported when ISN is used as the VRU.
CallManager cluster. A blind transfer is a transfer in which the agent transfers the call to another agent
without first ensuring that another agent is available. A consultative transfer is a transfer in which an
agent places the call on hold, calls the receiving agent to discuss the transfer and then transfers the call
to the agent. Consultative transfer is not supported when ISN is used as the VRU.
Transfers and Conferences Using the Dialed Number Plan
Agents should be configured to use the Dialed Number Plan to initiate a transfer or conference to another
skill group. When the agent activates the transfer or conference button and selects a number within the
Dialed Number Plan to which to transfer or conference the call, the dialed number of the Dialed Number
Plan entry is sent to the ICM Central Controller from the agent's PG. This dialed number determines the
call type, which in turn selects the transfer routing script. The script should include a Queue to Skill
Group node that references the appropriate skill group based on the dialed number to which the call
should be queued.
skill group. When the agent activates the transfer or conference button and selects a number within the
Dialed Number Plan to which to transfer or conference the call, the dialed number of the Dialed Number
Plan entry is sent to the ICM Central Controller from the agent's PG. This dialed number determines the
call type, which in turn selects the transfer routing script. The script should include a Queue to Skill
Group node that references the appropriate skill group based on the dialed number to which the call
should be queued.
If an agent is available in the selected skill group, a message is sent from the ICM Central controller to
the source agent's PG, containing a label or dialable number. The PG transfers the call from the source
agent’s phone to the target agent using the label returned from the ICM Central controller. For these types
of transfers and conferences, TransferOut or ConferenceOut is incremented for the source agent and
TransferIn or ConferenceIn is incremented for the target agent.
the source agent's PG, containing a label or dialable number. The PG transfers the call from the source
agent’s phone to the target agent using the label returned from the ICM Central controller. For these types
of transfers and conferences, TransferOut or ConferenceOut is incremented for the source agent and
TransferIn or ConferenceIn is incremented for the target agent.
If no agents are available for a transfer in the selected skill group, the Router sends the source agent's PG
the label to forward the call to the VRU. For these types of transfers and conferences, TransferOut or
ConferenceOut is incremented for the source agent. However, TransferIn or ConferenceIn is not
the label to forward the call to the VRU. For these types of transfers and conferences, TransferOut or
ConferenceOut is incremented for the source agent. However, TransferIn or ConferenceIn is not
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Managing Agents
Reporting on Agent Call Transfers and Conferences