Alerting/Routing on "Ring No Answer" UCXX 5.0 P

Unanswered Question
Aug 25th, 2009

Our UCCX environment is setup to make an agent not ready after a Ring No Answer(RNO). Business rules dictate we must make an agent not ready after RNO.

The problem is there is no obvious indication to the supervisor or the agent that someone has been placed in a RNO state. The agent has to keep an eye on their CAD or the Supervisor has to monitor for this manually.

Is there any way to detect a call has been offered to an agent and not answered withing the script? If so I could fire off an email.

If there is no way to do that I am thinking about an IP phone service that could display this on the phone, or something like that.

Anyone have any ideas?

I have this problem too.
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Scott Osborne Wed, 10/14/2009 - 21:55

I have used a Workflow to do both of these actions. BUT I used a Timer event which only came in on Ver 7.

Do you have UCSS?

Jonathan Schulenberg Thu, 10/15/2009 - 09:57

Set the Select Resource parameter for Connect to No. Add a separate Connect step within the selected branch. It will give you a failed branch that you can configure as desired.

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