Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

Allows you to define routing logic used for situations when an
assigned agent does not answer.

Using the ICM Script Editor, create a
routing script to handle Redirection on No
Answer situations.

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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. Also, call variables that were set in the
original routing script are still present in the ring-no-answer script.
Consequently, you might want to set variable values in one script that
can be checked and acted upon in the other script.

• 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.

How to Configure IPCC Enterprise for Redirection on No Answer Situations on CVP

For IPCC Enterprise systems in which CVP is deployed, the Unified CM does not control CVP
and cannot send an unanswered call back to CVP for re-queuing. You configure the Re-route
on Redirection on No Answer feature to only make the agent state “Not Ready” when the agent
does not answer a call; you can use the CVP Target Requery feature to re-queue the call. Refer
to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for more
details.

Note: Important! Unified CM does not control the queuing platform (CVP); therefore, Unified
CM can not send the call back to CVP for re-queuing.

Recommended configuration for Redirection on No Answer situations is detailed in the table
below:

Allows you to define the following:

In the ICM Configuration Manager,
configure Agent Desk Setting

1

•

A Redirection on No Answer time: Set this number less than the number
set for the No Answer Timeout for the Target Requery that you set in

CVP (causes agent to be made unavailable after the Redirection on No

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