Incoming Calls

Unanswered Question
Oct 9th, 2009

Hi All,

I need to increase the number of rings on Agents phone before it gets transferred to next available agent.

Currently, after 3 rings call gets transferred to next agent.Is it possible to do so?

regds,

aman

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sebastiaanv Fri, 10/09/2009 - 03:34

Hello Aman,

Yes, this is possible. You need to change the 'Ring no answer time' parameter in the desksettings for those agents.

Agents need to login again to receive the new settings.

HTH

--basv

Aman Soi Fri, 10/09/2009 - 03:51

Hi Basv,

Do we need to change this setting in CAD?

Is these any other way since we do not have CAD installed on Agents desktop?

regds,

aman

sebastiaanv Fri, 10/09/2009 - 04:31

In that case, IIRC, you need to adjust the timeout parameter when you select the agent for the call. I'm more used to UCCE nowadays, maybe someone else can confirm this.

robluechtefeld Fri, 10/09/2009 - 10:25

That is correct. In your script, on the "Select Resource" step, you will need to adjust the Timeout parameter. It currently defaults to 10 seconds which is approximately 3 rings.

atalante Fri, 10/09/2009 - 10:38

Hi,

Take a care, if your agent's phone have a call forward (voice mail or someting else) this timeout must be smaller than the time out for busy or non answer on your CUCM

regards

Farid

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