Buy or Renew
Buy or Renew
Cisco + Splunk: It’s a new day for your data. Learn more.
 
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
cancel
Start a conversation
580
Views
5
Helpful
4
Replies

uccx question

Go to solution
cristobal.priego
Level 1
Level 1

‎08-16-2010 09:59 AM - last edited on ‎03-25-2019 07:15 PM by Community Manager

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

Labels:
0 Helpful
2 Accepted Solutions

Accepted Solutions

Go to solution
Tanner Ezell
Level 4
Level 4

‎08-16-2010 10:04 AM

Increase the ring duration on the line in UCM.

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

Tanner Ezell www.ctilogic.com

View solution in original post

0 Helpful

Go to solution
Aaron Harrison
VIP Alumni
VIP Alumni
In response to cristobal.priego

‎08-16-2010 12:58 PM

That is as expected.


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

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

0 Helpful
4 Replies 4

Go to solution
Tanner Ezell
Level 4
Level 4

‎08-16-2010 10:04 AM

Increase the ring duration on the line in UCM.

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

Tanner Ezell www.ctilogic.com
0 Helpful

Go to solution
Aaron Harrison
VIP Alumni
VIP Alumni
In response to Tanner Ezell

‎08-16-2010 10:35 AM

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

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Go to solution
cristobal.priego
Level 1
Level 1
In response to Aaron Harrison

‎08-16-2010 11:46 AM

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

0 Helpful

Go to solution
Aaron Harrison
VIP Alumni
VIP Alumni
In response to cristobal.priego

‎08-16-2010 12:58 PM

That is as expected.


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

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
0 Helpful
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Customers Also Viewed These Support Documents