Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Scripts for RONA
When scripting for RONA, you should Enable Requery on the node in the script that selects the first agent.
Depending on the type of node used, the Requery mechanism selects a new target from the available agents
or requires additional scripting.
Depending on the type of node used, the Requery mechanism selects a new target from the available agents
or requires additional scripting.
Figure 156: Changing the Queue Type to Enable Requery
Figure 157: RONA Scripting in IPCC Hosted Edition
If there is an available agent, the Queue node selects the longest available agent from the configured skill
groups. 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.
groups. 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, the Unified ICM always selects the longest queued call from the ones with
the highest priority. The RONA mechanism works as follows:
the highest priority. The RONA mechanism works as follows:
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Hosted script considerations
Scripts for RONA