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

taken away from the agent after a specified number of seconds and re-assigned to another agent
or requeued. Redirection on No Answer is also used to change the agent state to Not Ready
when a call is rerouted from the agent's phone. When the Ring No Answer time in the Agent
Desk Settings expires, ICM/IPCC software makes the agent unavailable for routing requests.
When the CVP Ring No Answer timeout expires, the call is requeried for routing to a different
skill group or agent. ICM/IPCC software makes the agent Not Ready, with a reason code of
32767, when the call is redirected to the new skill group or agent.

Redirection on No Answer calls might also affect call type reporting. See 

 for more information.

Configuration and Scripting Considerations for Task Reporting

Configuration and Scripting Considerations for Transfers and Conferences

See 

.

Configuration and Scripting Considerations for Redirection on No Answer with IP-IVR

For calls that redirect on no answer, follow these configuration guidelines to ensure that reporting
is accurate:

•

Define a Ring No Answer time and Ring No Answer dialed number within the Agent Desktop
Settings in the ICM/IPCC configuration tool. Set the Call Forward on No Answer system
wide time value in Cisco CallManager greater than the Ring No Answer timer in the Agent
Desktop Setting. Remember if you have multiple agent desk setting records, that all must be
set to this value that is less than the Cisco CallManager timer.

•

If you want to ensure that Redirection on No Answer calls do note adversely affect the Service
Level, you define the Service Level threshold to be less than the Ring No Answer timer at
the call type and service. Note that you do not create services in System IPCC deployments.

Redirection on No Answer conditions be handled by two scripts: the initial routing script and
a script specifically set up for RONA conditions.

The Redirection on No Answer script include the following:

•

The initial routing script might include call variables to collect the skill group to which the
call is queued as well as the initial call type. These variables are passed to the RONA script.
Optionally, you can configure the script to use these variables.

•

In the RONA script, queue the call at the highest priority in the skill group(s) defined.

See the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition or System
IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition  for instructions

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)