Incoming Calls

[Aman Soi]

Hi All,

I need to increase the number of rings on Agents phone before it gets transferred to next available agent.

Currently, after 3 rings call gets transferred to next agent.Is it possible to do so?

regds,

aman

[SebastianV]

Hello Aman,

Yes, this is possible. You need to change the 'Ring no answer time' parameter in the desksettings for those agents.

Agents need to login again to receive the new settings.

HTH

--basv

[Aman Soi]

Hi Basv,

Do we need to change this setting in CAD?

Is these any other way since we do not have CAD installed on Agents desktop?

regds,

aman

[SebastianV]

Aman,

What CC solution are you using exactly?

--basv

[Aman Soi]

Hi,

We are using CRS Standard 5.0(2)_Build064

aman

[SebastianV]

In that case, IIRC, you need to adjust the timeout parameter when you select the agent for the call. I'm more used to UCCE nowadays, maybe someone else can confirm this.

[robluechtefeld]

That is correct. In your script, on the "Select Resource" step, you will need to adjust the Timeout parameter. It currently defaults to 10 seconds which is approximately 3 rings.

[atalante]

Hi,

Take a care, if your agent's phone have a call forward (voice mail or someting else) this timeout must be smaller than the time out for busy or non answer on your CUCM

regards

Farid