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Introducing 5secs delay in Call Arrival

Set UP Overview


ICM is integrated with Avaya Definity.

Agents connected to CTIOS and are using CAD application.

VR used CVP.

Call arrives at CVP and once the caller deceides to transfer the call to an agent ICM provides a Label to the CVP.

Simultenously Target Label is sent across to ACD PG.

Once Call hits Avaya ACD it initiates a Adjunct Request in response to which the ACD PG provides the Target Label.

And the Call gets Queued to the agent.

At present both the Call and Screen pop arrives at the same time



We want to provide the agent 5 seconds of preparation time before the call arrives.

i.e. Call to arrive 5 seconds after the screen pop.

We can play out a wav file "Please hold while your call is being transferred out to the CCP" in those 5 secs.

My question is where and how do we introduce the delay.

PN:The agent selection is being done by ACD,ICM just sendsout the VDN corresponding to the SkillGroup in Target label.

So we cannot introduce the delay either in ICM or CVP as the agent selection hasnt been done till this point of time.

After the adjunct step in the Vector and selection of LAA is it possible to introduce a delay and will it help.



Everyone's tags (2)

Introducing 5secs delay in Call Arrival


can't you just use the Whisper functionality in Avaya? Based on what you've written, it would be perfect for this task. The agent has already been selected, and is presented the call, and you can even tell him/her what the call would be about.


Introducing 5secs delay in Call Arrival

What you're asking to do doesn't make a whole lot of sense, but how about these for alternatives.

1. Put agents on manual answer, that means that the call arrives and pops the information, it will ring a few times usually 18 seconds and in those 18 seconds they can prepare before answering it.  This introduces the chances of RONA, but training should take care of that.

2. If on auto answer, train the agents to welcome the customer and immediatly say please hold while I review your case notes and take a few seconds there.  Depending on the business most customers understand that there are computer systems the agents are looking at and these take a few seconds to load/read.

3. Have your agents go through the "for security purposes can you validate your account".  This is usually a stall mechanism as a well built IVR should have confirmed who you were.  The time the customer takes to answer your security question can be used by the agent to look the account over.  This also ensures that there was not "glitch" and you have the wrong account on the screen.


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