system logging out the agent after 3 rings

Unanswered Question
May 6th, 2009


We have a requirement wherein the system should log out the agent after the agent does not answer the call after 3 rings.We have a ctios client.Does this require a customization.

I have this problem too.
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david.macias Wed, 05/06/2009 - 07:51

You can automatically set the agent to not ready, is this not enough? If not, then yes, you will have to customize in order to kick the agent completely out.


ganeshraghuram Wed, 05/06/2009 - 20:44

Hi David

Thanks for your reply.I believe not ready would be enough.Please let me know as in how we can achieve this in a cisco ipcc enterprise 7 environment or if you could share any document for this.

sebastiaanv Thu, 05/07/2009 - 00:25


You would need to create desksettings with a "Work mode on incoming" setting of "Required" and a "Wrap up time" of 9 seconds (which should probably be equal to 3 rings).



If all you're wanting to do is set the agent to a 'not ready' status if they don't answer a call - then you don't need any customization. You just have to configure a RONA timer and then script for it. When the call is routed to an agent and the agent doesn't answer....ICM pulls the call back and sends to the next agent - or queues the call. In addition, the agent is set to 'not ready' so no more calls are sent to an AWOL agent.

Is this a CVP deployment?


ganeshraghuram Fri, 05/08/2009 - 17:44

Hi Robb

Yes it is a CVP deployment.Can you please elaborate more on the script which you have mentioned.


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