Cisco Cisco Unified Contact Center Enterprise 9.0(2) メンテナンスマニュアル

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 takes precedence
over Redirection on No Answer.

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

Using the CVP VBAdmin tool,
configure the CVP ring-no-answer
timeout value.

2

command to set the ring-no-answer timeout to a duration that 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 to return a routing label and then fails, so CVP 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
deployments.

Note: Important! This script queues the call at the highest priority in the
skill group(s) defined within the call variables. Otherwise, the call is no
longer the first in queue, as it was when it was first assigned to the
(unavailable) agent.

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

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

• If you want to ensure that Redirection on No Answer calls adversely affect the service level,

define the service level threshold to be less than the Redirection on No Answer timer at the
call type and service.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)