Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

The Redirection on No Answer script :

•

Enable the Target Requery option in the node that is selecting and delivering the call to the
agent to instruct the CVP 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 IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for
instructions on configuring Agent Desk Settings. See the  ICM Scripting and Media Routing
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for instructions on scripting.

Reporting on Agent Call Transfers and Conferences

Voice calls can be transferred and conferenced. Non-voice tasks, such as e-mail, single-session
chat and 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 CVP is used
as the VRU.

Transfers and Conferences Using Dialed Numbers

When the agent activates the transfer or conference button and selects a number to which to
transfer or conference the call, the dialed number is sent to the ICM/IPCC Central Controller
from the agent's PG. This dialed number determines the call type, which in turn selects the
transfer routing script. The script include a Queue to Skill Group node that references the
appropriate skill group based on the dialed number to which the call be queued.

If an agent is available in the selected skill group, a message is sent from the ICM/IPCC Central
controller to the source agent's PG, containing a label or number to be dialed. The PG transfers
the call from the source agent’s phone to the target agent using the label returned from the
ICM/IPCC 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 use 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 incremented for the target agent when the VRU eventually routes

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)