Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto
7-8
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
Also as with Unified CCE Child and third-party ACDs, it can take some time for the agent to receive the
call, during which time the peripheral is responsible for any local queuing that might be required. On the
other hand, Unified ICM should be scripted so that it does not to send the call until it is reasonably sure
there is an agent available to accept it. In the case of Unified Expert Advisor, the local queue time could
be considerable because it includes not only the time in which expert advisors are being offered the task,
but also the possibility that no advisor accepts it. In that case the call continues under the control of
Unified Expert Advisor until more expert advisors in the assignment queue become available.
call, during which time the peripheral is responsible for any local queuing that might be required. On the
other hand, Unified ICM should be scripted so that it does not to send the call until it is reasonably sure
there is an agent available to accept it. In the case of Unified Expert Advisor, the local queue time could
be considerable because it includes not only the time in which expert advisors are being offered the task,
but also the possibility that no advisor accepts it. In that case the call continues under the control of
Unified Expert Advisor until more expert advisors in the assignment queue become available.
, explains ways to mitigate
the effects of this queue time.
Strategies for Managing Extended Ring Time
As mentioned above, due to Unified Expert Advisor's process for offering tasks to advisors, a call could
remain under the control of Unified Expert Advisor without being answered for quite some time after it
has finished queuing. During that time, the caller is listening to ring tone. You can use any of the
following methods to mitigate the impact on the caller experience:
remain under the control of Unified Expert Advisor without being answered for quite some time after it
has finished queuing. During that time, the caller is listening to ring tone. You can use any of the
following methods to mitigate the impact on the caller experience:
•
If Unified CVP 7.0 or later is used as the routing service and queuing platform, then Unified CVP
can be configured to provide a special ring tone for calls while they are at Unified Expert Advisor.
The ring tone can be any .wav file, such as a music file, and it can be applied on the basis of a
particular outbound dialed number, which in this case would be the translation route address pattern
that is used to transfer calls to Unified Expert Advisor from Unified CVP. For more information,
refer to the custom ringtone patterns feature in the Unified CVP documentation.
can be configured to provide a special ring tone for calls while they are at Unified Expert Advisor.
The ring tone can be any .wav file, such as a music file, and it can be applied on the basis of a
particular outbound dialed number, which in this case would be the translation route address pattern
that is used to transfer calls to Unified Expert Advisor from Unified CVP. For more information,
refer to the custom ringtone patterns feature in the Unified CVP documentation.
•
The administrator can also limit the amount of time a call remains unanswered with Unified Expert
Advisor before being returned to Unified ICM. Unified CVP's ring-no-answer (RNA) time-out
feature on outbound SIP calls can be set so that any call to Unified Expert Advisor must be answered
within a certain number of seconds; any call not answered within the specified time is withdrawn
by Unified CVP and causes a re-query into the Unified ICM routing script, with a re-query code
indicating ring-no-answer. Note that, in Unified CVP 4.1, this time-out can be set only on a global
basis; it cannot be set differently for Unified Expert Advisor destinations than for other destinations.
Advisor before being returned to Unified ICM. Unified CVP's ring-no-answer (RNA) time-out
feature on outbound SIP calls can be set so that any call to Unified Expert Advisor must be answered
within a certain number of seconds; any call not answered within the specified time is withdrawn
by Unified CVP and causes a re-query into the Unified ICM routing script, with a re-query code
indicating ring-no-answer. Note that, in Unified CVP 4.1, this time-out can be set only on a global
basis; it cannot be set differently for Unified Expert Advisor destinations than for other destinations.
•
Various features allow the administrator to increase the likelihood that an expert will accept the call.
For example, the broadcast number in an assignment queue definition could be increased, so that
more experts will be offered the task at one time, thus increasing the likelihood that one will accept
during the first round of offers. Also, expert advisors may be configured on an individual basis to
not be allowed to reject tasks. Such advisors do not receive the offer message at all; they only receive
the call. As a business practice, it might be appropriate for certain users to be configured in this way
as a last resort, so that somebody's phone always rings.
For example, the broadcast number in an assignment queue definition could be increased, so that
more experts will be offered the task at one time, thus increasing the likelihood that one will accept
during the first round of offers. Also, expert advisors may be configured on an individual basis to
not be allowed to reject tasks. Such advisors do not receive the offer message at all; they only receive
the call. As a business practice, it might be appropriate for certain users to be configured in this way
as a last resort, so that somebody's phone always rings.
•
Although the following technique actually takes effect before the call reaches Unified Expert
Advisor, it is relevant to this discussion. Unified Expert Advisor offers a feature whereby even
expert advisors whose IM clients are set to Not Available can be offered tasks. In other words, such
expert advisors are not allowed to make themselves unavailable for tasks. This setting can be
configured on a per-AQ basis. As a result, the administrator could create two parallel AQs with
identical membership rules but different settings for this flag. Then, the administrator could
configure escalating queues in the Unified ICM script editor so that, if the normal queue contains
no available agents, after a certain amount of time the special queue gets added to the list. This
method effectively allows expert advisors to be considered for the call if they are logged in to their
IM clients but not "present."
Advisor, it is relevant to this discussion. Unified Expert Advisor offers a feature whereby even
expert advisors whose IM clients are set to Not Available can be offered tasks. In other words, such
expert advisors are not allowed to make themselves unavailable for tasks. This setting can be
configured on a per-AQ basis. As a result, the administrator could create two parallel AQs with
identical membership rules but different settings for this flag. Then, the administrator could
configure escalating queues in the Unified ICM script editor so that, if the normal queue contains
no available agents, after a certain amount of time the special queue gets added to the list. This
method effectively allows expert advisors to be considered for the call if they are logged in to their
IM clients but not "present."