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set ring per agent before move to next agent

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Jul 2nd, 2013
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This is still a source of confusion. exactly where can you set the time or number of rings per agent connect attempt, before the call is considered not answered, the agent made not ready and the call sent on to the next available agent?

Duh..

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Correct Answer by Jonathan Schulenberg about 4 years 1 month ago

The timeout parameter of the Select Resource (or Connect) step is the correct answer. For a change to take effect you must upload the AEF file to the Script Repository then refresh both the script and the application. If you are saving directly to the file system you are doing it wrong.


As for the Forward No Answer Timeout: it must be greater than the timeout value you specify. Other than that it has no bearing on an ACD call.



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Chakshu Piplani Tue, 07/02/2013 - 16:29
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It can be configured from "select resource" step in script used.

Check its properties and u will find timeout in seconds.

There might be a connect step inside select resource step in that scenario u will need to change the timeout on connect step.

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Hieronymous Merkin Fri, 07/05/2013 - 12:33
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I change this setting but it just does not seems make a difference!

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Chakshu Piplani Fri, 07/05/2013 - 12:40
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check this :


  1. From the Cisco CallManager Administration web pages, select Service > Service Parameters.
  2. Select Cisco CallManager from the list and then choose the Cisco CallManager service from the list on the left.The parameter that needs to be changed is titled Forward No Answer Timeout. By default, it has a value of 12 seconds. A typical ring cycle is approximately 4 seconds.



Regards,
Chuck

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Correct Answer
Jonathan Schulenberg Sun, 07/07/2013 - 13:23
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The timeout parameter of the Select Resource (or Connect) step is the correct answer. For a change to take effect you must upload the AEF file to the Script Repository then refresh both the script and the application. If you are saving directly to the file system you are doing it wrong.


As for the Forward No Answer Timeout: it must be greater than the timeout value you specify. Other than that it has no bearing on an ACD call.



Please remember to rate helpful responses and identify helpful or correct answers.

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