Solved: Not Ready -> Ready (while calls in Queue) = Reserve Time?

billmatthews · ‎09-14-2010

Hello,

I have a question about reserve time. I've read some of the other threads, but this one seems a bit different. If an agent is Not Ready, and there are no calls waiting for them, and they press Ready, they are immediately ready. However, if they are Not Ready, and there are calls in their CSQ, and they press Ready, they go into a Reserved state for ~45 seconds before they are ready and given a call.

Why the long reserved time? If they were ready when a call comes in, it gets handed straight to them (well maybe 1-2 seconds of reserve time).

We are UCCX 8.0(2).

Thanks

Aaron Harrison · ‎09-14-2010

Hi

This will almost definately be a scripting error.

Take a look at the steps under the 'queued' branch of your Select step. You will find that there is a step (probably a play prompt, menu or other such) that is 45 seconds long, and has 'Interruptible' set to 'No'. You should pretty much always have things in queue set to 'interruptible' so the system can interrupt them to send to agent etc. You might set it to 'no' if it's a regulatory announcement or something, but even then you would probably play it before the select step so that you don't screw up your queue stats.

It's often confused with 'barge in' - if that is set to 'yes', then callers can skip prompts by pressing keys. It's OK to disable that, but not to disable interruptible.

Regards

Aaron

Please rate helpful posts...

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

View solution in original post

Aaron Harrison · ‎09-14-2010

Hi

This will almost definately be a scripting error.

Take a look at the steps under the 'queued' branch of your Select step. You will find that there is a step (probably a play prompt, menu or other such) that is 45 seconds long, and has 'Interruptible' set to 'No'. You should pretty much always have things in queue set to 'interruptible' so the system can interrupt them to send to agent etc. You might set it to 'no' if it's a regulatory announcement or something, but even then you would probably play it before the select step so that you don't screw up your queue stats.

It's often confused with 'barge in' - if that is set to 'yes', then callers can skip prompts by pressing keys. It's OK to disable that, but not to disable interruptible.

Regards

Aaron

Please rate helpful posts...

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

billmatthews · ‎09-15-2010

That was it, thanks. +5