CAD not logging out agent if 3 ananswered calls received.

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Jul 29th, 2009
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Should 3 unanswered calls not have placed the phone in a Not Ready state and if so, why did it not happen in this instance.

The Ring No Answer time is 18 seconds on the Agent Desk Setting. However on Callmanager the Call Forward No Answer Timer is set to 12 seconds. On the phone profile, the line with the Cisco Agent Desktop extension number has no "No Answer Ring Duration" parameter set. Therefore it will use the global setting from the Callmanager service "Forward No Answer Timer" this is set at 12 seconds, which is the default. I presume this is what is causing it to have issues as this is shorter than the Agent Desk Settings?

Should RONA be disabled on the CM?and/or should it be just on the Agent Desk Settings?

Its CM 4.2 and ICM 7.5.1

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david.macias Wed, 07/29/2009 - 11:57
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Switch your ADS to something less than 12 seconds. As it is your UCM setting of 12 seconds seems a little low, go to 16 or so then put your ADS to 12.


Derek Metcalfe Wed, 07/29/2009 - 12:05
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Thanks for quick reply but is there any particular reason for the settings you mention, is there some sort of metrix that should be adhered to.


david.macias Wed, 07/29/2009 - 12:09
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Just form past experience. Specially when dealing with call center phones it's probably best to have about 4-5 rings before going to VM. On the other hand, 3 rings for calls which are from the contact center.



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