Customer would like the global parameter "Agent State on Ring No Answer" to be changed to "Ready". What is the expected behaviour in the following scenario:
CSQ is Skills Based
UCCX 7.x rings to Agent A who does not answer, instead of being placed Not Ready, the Agent remains Ready
Agent B is "Talking"
Agent C is "Talking"
Will the call Queue? or will it continue to try Agent A? If it goes too Queue, at what point will it try Agent A again? or will it not try Agent A until a new contact comes into the Queue?
Additionally, let's say Agent C goes "Ready", however, the skill is a lower value (i.e. Agent A skill = 10, Agent C skill = 5), will UCCX continue to call Agent A? or will it try the lower Skill?
I've checked the srnd and admin guides on this and have browsed the forum a bit. I am also trying to convince the customer that going this route is not advisable. Still....
In the 1st scenario you described the system will try to route the call to the same agent because they are available. If you don't want it to route to someone who may or may not be there, you need to set the RONA state change to Not Ready. If they are concerned people aren't getting long enough just increase the selected timeout.
In the 2nd scenario you described the system will try to route the call based on how the CSQ is configured.
- Longest Available: It will send the call to Agent C (if they were available while the call was ringing on Agent A)
- Least Skilled: It will send the call to Agent C
- Most Skilled: It will send the call to Agent A