Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

amount of time the call is allowed to ring before being redirected must be above the Service
Level threshold time. You configure the ring no answer time in the configuration tool.

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Decide what number be dialed in order to redirect calls that are not answered by agents within
the ring no answer time. You configure the ring no answer dialed number in the Agent Desk
Settings tool in the configuration tool.

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Plan to create a separate call type for Redirection on No Answer situations and to associate
this call type with the ring no answer dialed number.

You create a separate script for Redirection on No Answer that is associated with the
Redirection on No Answer call type. In the Redirection on No Answer Script, queue the calls
at a higher priority. The call variables set in the first script are carried over into the second
script and you can use these variables if you choose.

Using a separate call type not only enables you to redirect calls that are not answered to a
script that queues the calls at a higher priority, but also enables you to report on activity for
the Redirection on No Answer call type. Viewing data for this call type helps you gain insight
into the number of calls that redirect on no answer and to see how the calls are finally handled.

Planning for Redirection on No Answer Reporting with Customer Voice Portal

Note: In Releases prior to Release 3.0, the Customer Voice Portal (CVP) product was named
Internet Service Node (ISN)

If you are implementing Redirection on No Answer and have deployed CVP as the VRU, follow
these guidelines to obtain accurate and useful data from Redirection on No Answer situations.

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Decide how long a call ring before being redirected to a new agent or skill group.

You configure the ring no answer time in two places: CVP software and ICM/IPCC software.
Configure the CVP Ring No Answer timeout in the CVP Voice Browser Administration
application. This timer will be used to requery the call if the call is not answered. Configure
the ICM/IPCC Agent Desk Settings Ring no answer time. This time determines when the
agent is made Not Ready so that additional calls are not assigned to the agent. CVP Ring No
Answer timeout be approximately 2 seconds higher than the Ring no answer time configured
in Agent Desk Settings. The CVP Ring No Answer timeout also be less than 30 seconds
because the ICM/IPCC Central Controller waits up to 30 seconds for a response to arrive
from the CVP. If the response is not received within 30 seconds, the call fails.

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Within the routing script, plan to enable the Target Requery option in the routing script.
Target Requery is available from the Queue, Queue to Agent, Label, Select, and RouteSelect
nodes. Change the call type in the script after the requery and create a path for calls that are
requeried within the script. Queue calls that are requeried at a higher priority.

Using a separate call type enables you to report on activity for that call type. Viewing data
for this call types helps you gain insight into the number of calls that are requeried and to
see how the calls are finally handled.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)