Cisco Agents phone rings once and sets then into not ready status.

Unanswered Question
Jul 20th, 2010

I have 3 cisco agents on 2 different queues that are complaining that the phone ring once or twice and then sets then into not ready status.  I have seen it happen to one of the 3 agents.  Any idea what it can be? Any one else have this issue?

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William Bell Tue, 07/20/2010 - 08:37

By agent, are you referring to a contact center agent? I assume yes based

on context clues. If yes, then are we talking about UCCX or Contact Center

Enterprise?


For UCCX, there is a setting that controls whether an agent is transitioned

to a "not ready" state if/when they fail to answer their phone. It is a

system parameter. It is recommended to leave this setting enabled.

Modifying this parameter won't resolve root cause for your issue.


In your CRS script, there is a "Select Resource" step. This step is what

you use to tell the CRS engine to send the contact to a queue. Edit the

properties of this step and you will see a "Connect" parameter. If it is

set to "yes", then look at the "Timeout" parameter just below it. This

parameter identifies the number of seconds the call will be extended to an

agent when such a resource becomes available. If this timer expires, the

call is pulled back and put in queue. Increase the time to increase the

number of ring cycles for the agent.


If the "Connect" parameter in the "Select Resource" step is not set to

"yes", then you need to look for a "Connect" step occurring after the

"Select Resource" step. In the "Connect" step you will have a timeout

parameter. Serves the same function as previously described.


When modifying the timeout value be aware of the Call Forward No Answer

(CFNA) settings on your agent's phone line. Typically, a CFNA destination

is not configured on an agent line. If you find this not to be the case in

your environment, then ensure that the CFNA timeout on the line is not LESS

than the time out value for the "Select Resource" or "Connect" steps in the

CRS script.


Note that a ring cycle is roughly 5 seconds. IOW, if you connect timeout is

set to 10, that is two rings.


HTH.


Regards,

Bill

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