Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
When Target Requery is enabled in a Queue node and a Requery happens, for example because
the call is presented to an available agent, but the agent does not answer, the script continues
through the failure terminal. The script can then inspect the call variable RequeryStatus to
determine what to do next. The typical action in case of a No Answer would be to Queue the call
again, possibly to other skill groups, and possibly increase the priority so that it is taken out of
the queue before regular queued calls.
the call is presented to an available agent, but the agent does not answer, the script continues
through the failure terminal. The script can then inspect the call variable RequeryStatus to
determine what to do next. The typical action in case of a No Answer would be to Queue the call
again, possibly to other skill groups, and possibly increase the priority so that it is taken out of
the queue before regular queued calls.
Note
f) Click OK to close the Queue Type dialog box.
Step 2
To add targets:
a) click Add Targets. The Add Targets dialog box opens, listing available targets of the type you specified.
b) Use the Available Targets list and the Add button to select targets.
c) Click OK to close the Add Targets dialog box. The target members you selected appear in the Properties
b) Use the Available Targets list and the Add button to select targets.
c) Click OK to close the Add Targets dialog box. The target members you selected appear in the Properties
dialog box.
Step 3
Optionally, continue defining Target Type information for each target member:
a) Route. (Drop-down list.) The route to send the call to when an agent in the target type becomes available.
(The drop-down list includes all routes associated with the target.)
b) Translation Route. (Drop-down list.) The route to send the call for initial VRU processing if you select
this target. (The list contains all translation routes associated with the same peripheral as the target.)
c) Scheduled Target. Individual targets to which the call is queued, if the Target Type is Scheduled Target.
Step 4
Optionally, add connection labels.
What to Do Next
When processing a Queue node, the router first checks for an available target, if there is none available
then the router attempts to queue the call. The call does not move to the VRU if there is an available agent.
then the router attempts to queue the call. The call does not move to the VRU if there is an available agent.
Note
Precision Queue Script Node
You can use the Precision Queue script node to queue a call in the Unified CCE based on caller requirements
until agents with desired proficiency become available. This node contains multiple agent selection criterion
which are separated into steps.
until agents with desired proficiency become available. This node contains multiple agent selection criterion
which are separated into steps.
Figure 88: Precision Queue Script Node
You must use the Unified CCE Web Administration or the Web Services API (see the
) to configure a Precision Queue.
A single call can be queued on multiple Precision Queues. If an agent becomes available in one of the Precision
Queues, the call is routed to that resource. You cannot reference multiple Precision Queues with a single
Precision Queue node. However, you can execute multiple Precision Queue nodes sequentially to achieve
this.
Queues, the call is routed to that resource. You cannot reference multiple Precision Queues with a single
Precision Queue node. However, you can execute multiple Precision Queue nodes sequentially to achieve
this.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Network VRUs
Precision Queue Script Node