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

Configure the Not Ready reason codes on the
desktop.

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Note: Refer to the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions for information on how to configure CTI OS Logout and Not Ready reason codes.

How to Configure Agent Features

This section describes how to perform the following tasks:

•

Configure IPCC Enterprise for Redirection on No Answer situations on IP IVR and CVP/ISN

•

Configure automatic wrap-up

•

Configure supervisor assist and emergency alert situations

How to Configure IPCC Enterprise for Redirection on No Answer Situations on IP IVR

Note: Important! CallManager is the ICM Routing Client that ensures the call arrives at the
right destination.

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 Settings

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•

A Redirection on No Answer time

•

Redirection on No Answer dialed number (to access the Redirection
on No Answer script defined in Step 3, below)

Note: The Redirection on No Answer timer is not applicable if
Auto-answer is enabled since the Redirection on No Answer feature
and Force Answer are mutually exclusive. If both are defined,
Auto-answer will take precedence over Redirection on No Answer.

Set up the call type and associate it with the dialed number and the
routing script.

In the ICM Configuration Manager, set
up the call type

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IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)