uccx question

Answered Question
Aug 16th, 2010

Hello,

we have uccx version 7.0.1 sr5. is there a setting on the server that we can customize so if a call is presented to an agent it will ring at least 5 times before it rolls to the next agent ?

as of now, the system presents the call to the agent, the phone rings 3 times and then it goes to the next available agent, we would like to increase that time

thanks

Cristobal

I have this problem too.
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Correct Answer by Aaron Harrison about 6 years 3 months ago

That is as expected.


As I explained above, you need to change the timeout parameter of the Connect step in your UCCX script.

Aaron

Correct Answer by Tanner Ezell about 6 years 3 months ago

Increase the ring duration on the line in UCM.

On Mon, Aug 16, 2010 at 12:59 PM, cristobal.priego

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Correct Answer
Tanner Ezell Mon, 08/16/2010 - 10:04

Increase the ring duration on the line in UCM.

On Mon, Aug 16, 2010 at 12:59 PM, cristobal.priego

Aaron Harrison Mon, 08/16/2010 - 10:35

Well - you have the 'No Answer Ring Duration' in UCM, which should be set to a longer time than the 'Connect' step 'Timeout' value

in the script. It's actually the 'Connect' step timeout value that determines how long a call rings before going to the next agent, but if the 'No Answer' timer on CCM is shorter than this you can get problems.

Regards

Aaron

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cristobal.priego Mon, 08/16/2010 - 11:46

hey guys, we just change the RNA timer to 60 seconds and the call is presented to the agent for 3 rings only before it bounces back to the queue

Correct Answer
Aaron Harrison Mon, 08/16/2010 - 12:58

That is as expected.


As I explained above, you need to change the timeout parameter of the Connect step in your UCCX script.

Aaron

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