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Community Member

Different Ring/No Answer settings based on Teams?

Is there any way to change the Agent Ring/No Answer settings per team or workflow basis?

The System parameter which controls this, is for the whole CCX cluster..

Some of our teams want it one way, and some want it the other way..

Any ideas?

Cheers

Dion

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3 REPLIES
Super Bronze

Different Ring/No Answer settings based on Teams?

Hi

Assuming UCCX, and that you mean controlling the 'Not Ready on No Answer' setting - no, there is no way.

In your scenario this is good, as it means that the department that want Not Ready turning off will have to learn to use the system properly! It's always a bad idea to turn it off. If they're really keen, give them a hunt group instead :-)

If you just mean the amount of time that the agents are given to answer a call, you can control this on the 'select resource' step.

Regards

Aaron

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

Different Ring/No Answer settings based on Teams?

Thanks... I figured.. its the Not Ready on No Answer setting I was refering to.

Apparently for them, clicking the "Not Ready" button before they leave their desk is too much work

Thanks

Dion

Super Bronze

Different Ring/No Answer settings based on Teams?

But they don't need to click 'Not Ready' if the system will do it for them right?

It's usually more of an issue getting people to accept that they need to press 'Ready' when they return..

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