Hi, we have a CCX for our IT Support and want to change a timer for calls that are not answered by an Agent. When a call is not answered by an Agent, the call is marked as abandoned. In our Enviroment, we want to mark unanswered calls as abandoned after the call was minimum 30 seconds in the queue. If the Caller hang up after 20 seconds, the call should not marked as abandoned.
Is there any timer we could adjust to make this possible?
Unfortunately this is not possible, any calls that are routed to the CSQ but are not answered by an agent because the caller hung up or is disconnected will be treated as Abandoned irrespective of the time caller spent in Queue.
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...