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New Member

Call connection delay to call center agents......

Hi all,

I have an unusual problem on call connection process to call center agent.

When agent receives a inbounded call through ISDN PRI trunk, the call connect to the call center agent after 3~10 sec.

Currently, every call center agents on this project are use CAD to answer & handle inbound call from customer. (a few weeks later, we'll integrate call funciton of CAD on agent application program.)

Please let me know your idea...

Thank you in advance.

4 REPLIES
Silver

Re: Call connection delay to call center agents......

Cisco CallManager contains a service parameter that enables you to change the interdigit timeout value. You can easily configure this parameter. The default timeout is set to 10 seconds. If you do not modify the settings, the system waits 10 seconds after each digit for a new one to be introduced. Consequently, after the last digit has been inserted, the CallManager routes the call after 10 seconds. You can observe this especially on variable-length dialplan configurations. This section explains the solutions to this problem in detail

Try:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00800dab26.shtml

New Member

Re: Call connection delay to call center agents......

Do you know how you resolved this issue?.I have the same problem now and I checked everything looks fine to me on CM and IPCCE side.

Let me know

Thanks

Bala

Re: Call connection delay to call center agents......

In your Jtapi settings the number that accepts your incoming calls or your CTI RP if its not as your typical 4 or 5 digits then that wait factor is problem. So I would check Jtapi in CRS admin and CM admin.

For enterprise

check your CM side for CTI route point settings.

New Member

Re: Call connection delay to call center agents......

I checked all that , it is 4 digits everywhere. I'll check the logs and may be open a TAC case..

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