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New Member

Agent ringing timer on IPCC Express 3.5

Hi,

I have IPCC express 3.5 with groups and agents defined.

When customer calls, and agent is ready, it rings to agent phone. But if

agent doesn't answer, it rings three time and that call go to queue.

How can I amplify that ringing timer on IPCC express?

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Red

Re: Agent ringing timer on IPCC Express 3.5

Hey Leo,

I think this is the doc you referenced :)

Change Agent State to "Ready" After Not Answering a Call

From this good doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

Hope this helps!

Rob

8 REPLIES
Hall of Fame Super Red

Re: Agent ringing timer on IPCC Express 3.5

Hi Vlaho,

Perhaps this doc will get you started;

How to Adjust the Time Available for IPCC Express ICD Agents to Answer Calls

From this good IPCC doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00803530b0.shtml#chx-select

Hope this helps!

Rob

Please remember to rate helpful posts.....

New Member

Re: Agent ringing timer on IPCC Express 3.5

Hi Rob and Leo,

thanks for help.

This works OK.

I have the customer with a strange requierments. Heh

Regards,

Vlaho

Silver

Re: Agent ringing timer on IPCC Express 3.5

Vlaho,

You?re welcome, that is what this forum is all about. Strange customer do not exists, only challenges :-)

BTW, it should be nice to flag the replies as that they solved your problem and rate the replies. This will help others to easier find solutions and identify knowledged people.

Thanks in advance,

Leo

New Member

Re: Agent ringing timer on IPCC Express 3.5

Hi Leo,

I've only voted, but forgot to flag replies.

It won't happen any more.

Thanks,

Vlaho

Silver

Re: Agent ringing timer on IPCC Express 3.5

Vlaho,

You've done great, as one flag is there and this will show the flag in the overview ;-)

Thanks,

Leo

Silver

Re: Agent ringing timer on IPCC Express 3.5

This is set in the properties of the Connect step within CRA editor. Be aware that it should not be set to a value higher then your CallManager forward no answer timer.

Another option is to change the default behavior when an agent does not answer. By deault it goes into not ready after the reserved state, but you can change it to go back to ready state. In that case the agent will stay available and the system will try to ring the agent again and again.

I don?t recall the link where this is documented, but searching CCO with keywords "agent" "no answer" "not ready" should enable you to find it quickly.

Regards,

Leo

Hall of Fame Super Red

Re: Agent ringing timer on IPCC Express 3.5

Hey Leo,

I think this is the doc you referenced :)

Change Agent State to "Ready" After Not Answering a Call

From this good doc;

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

Hope this helps!

Rob

Silver

Re: Agent ringing timer on IPCC Express 3.5

yep, that?s the one ;-)

hope it helps,

Leo

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