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Community Member

IPCC no answer duratrion CTI Desktop

System Config

IPCC Enterprise 6.0

CCM 4.1.3 Sr3a

CRS 3.1.3

CTI Desktop 4.7 Sr3 (Not CTI OS Desktop)

All of our agent have 2 line. 1 line to logged in and take inbound call and 1 line to do outbound call with VM (Also receive and place personal calls). I want to delete the line that agent logged in and use only 1ine instead of 2. So on that line the agent will logged in, receive and place all is personal calls.

So a call from ICM as to return to another agent on no answer and to the VM if the call do not came from ICM.

I use agent desk setting in ICM configuration manager and set no answer duration to 14 sec (CCM is 16 sec). When I call from my extension to agent extension I'm not hitting the VM I return to another agent. (Same call flow as an ICM calls) Any idea why this append

Regards

Frank

1 REPLY
Blue

Re: IPCC no answer duratrion CTI Desktop

When you are logged in to ICM, even direct calls (not routed through ICM) will follow the agent desk setting timer.

The only way around this is in the RONA script, check to see if the "called number" was that agents extension and if so just dump the call directly to Unity using a "dynamic label" in an ICM script.

please rate helpful posts.

adignan - berbee

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