Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

Figure 18: Changing the Queue Type to Enable Requery

Figure 19: RONA Scripting in IP Contact Center Hosted-Edition

The Queue node selects the longest available agent from the skill groups configured, if there is
an available agent. If there is no available agent, the script then queues the call with a priority
set in the node and continues down the success exit of the node.

When an agent becomes available, Unified ICM will always select the longest queued call from
the ones with the highest priority.

The RONA mechanism works as follows:

Setup and Configuration Guide for Cisco Unified Contact Center Hosted Release 9.0(1)