10-09-2009 03:10 AM - edited 03-14-2019 04:42 AM
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
10-09-2009 03:34 AM
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
10-09-2009 03:51 AM
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
10-09-2009 03:54 AM
Aman,
What CC solution are you using exactly?
--basv
10-09-2009 04:04 AM
Hi,
We are using CRS Standard 5.0(2)_Build064
aman
10-09-2009 04:31 AM
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.
10-09-2009 10:25 AM
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.
10-09-2009 10:38 AM
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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