Cisco Unified Contact Center Express

Document ID: 60556

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one reason why an incominginbound call bounces between two agents and provides a solution in a Cisco IP Contact Center (IPCC) Express environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager

• Cisco CRS

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When a new call arrives at an agent desktop, Agent One receives the enterprise data screen pop and one ring. Before the agent can answer the call, the call is transferred to Agent Two with the enterprise data screen pop and one ring. Before the second agent can answer, the call is transferred back to Agent One. The call switches back and forth between the two agents and neither agent can answer the call. It appears the call is in a recursive loop, as shown in . (See Figure 1.)

Solution

The problem is caused by the timeout setting between the Forward NoAnswer Timer in CallManager and the Select Resource step of the CRS script. In order tTo fix this problem, the Forward NoAnswer Timer must exceed the Timeout value of the Select Resource step.

Set the Forward NoAnswer Timer

Complete the following steps in order to set the Forward NoAnswer Timer:

1. In Cisco CallManager Administration, selectchoose Service > Service Parameter .

2. SelectChoose the correct server from the Server drop-down list.

3. SetChoose the service to Cisco CallManager from the Service drop-down list, as shown in. (See Figure 2.)

   Figure 2: Service Parameters Configuration

   

4. In the Cluster Wide Parameters (Feature - Forward) area, Navigateenter a value in the to Forward NoAnswer Timer (sec)* field. , under the <Strong>Cluster Wide Parameters (Feature - Forward)</Strong> section, (See Figure 3.)

   Figure 3: Forward NoAnswer Timer

   

   Note: The Forward NoAnswer Timer value must be greater than the Timeout value in the Select Resource dialog box. (See Figure 4.)

<Action><ShortAction> <Para>Set the <Strong>Forward NoAnswer Timeout</Strong> value.</Para> <Alert> <Para>The value should be greater than the timeout value in the Select Resource.</Para> </Alert></ShortAction> </Action>

Set Timeout for Select Resource

Complete these steps in order tTo set the tTimeout value of the Select Resource, complete the following steps:

1. Use the Cisco Customer Response Applications (CRA) Editor in order to lLoad the CRS script using the Cisco CRA Editor.

2. In the dialog box, To locate the <Strong>Select Resource</Strong> step, right-click and select Properties in the pop-up windowin order to locate the Select Resource step. The Select Resource window appears, as shown in <XRef Location="fig-4">Figure 4</XRef>.

   The Select Resource window appears. (See Figure 4.)

   Figure 4: Timeout Setting of the Select Resource Step

   

3. SetEnter a value in the Timeout valuefield, and click OK .

   Note: This Timeout value shouldmust be shorterless than the Forward No Answer Timeoutr.

   <Graphic ID="fig-4"> <caption>Figure 4: Timeout Setting of the Select Resource Step</caption><ImageSource Ref="forward-no-answer-timer-4.gif"><?xm-replace_text {ImageSource}?></ImageSource></Graphic>

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