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Community Member

UCCX 5.0 agent ring duration

I have UCCX 5.0(2) With UCCM 6.1.1

I seem to remember reading the agent ring duration somewhere but I can't for the life of me find it. Can someone help?

Also, my problem is that agents are complaining ( and I have seen) that some calls are only ringing 1 and 1/2 or 2 rings before it puts them into Not Ready and re-queues the call. I thought the ring no answer duration was 12 seconds by default. I think there may be a different issue than the ring no answer timer, but I'm not sure where to troubleshoot these calls.

So, 2 things. Is the ring no answer setting in UCCX or UCCM? And, what would cause a call to only be presented to an agent for less than that time? Agents are across a WAN from the server, but in the same city. Would a bandwidth issue delay signaling such that the server is presenting the call but the agents phone doesn't actually ring right away? Or am I completely off the mark?

Thanks!

Erin

5 REPLIES
Hall of Fame Super Silver

Re: UCCX 5.0 agent ring duration

The ring duration is set on the "select resource" step in UCCX script, and the default is 12 sec.

However, ensure that the phones are not configured to point anywhere on forward no answer setting.

HTH,

Chris

Community Member

Re: UCCX 5.0 agent ring duration

Oh yeah. Thanks.

If my agents have personal voicemail, and the call forward options are set to voicemail, then i would just have to ensure that the ring no answer on the phone in call Manager is higher than the ring no answer in the script, correct?

Thanks again!

Green

Re: UCCX 5.0 agent ring duration

Typically, such an agent would have two lines. On the second line, voice mail, call forwarding and whatever. On the contact center line, no voice mail, no call waiting etc.

Regards,

Geoff

Community Member

Re: UCCX 5.0 agent ring duration

Did you find the fix for this?

Thanks

Hall of Fame Super Silver

Re: UCCX 5.0 agent ring duration

I believe enough details were provided to lead you in the right direction. Can you elaborate on your question, what exactly is your issue?

Chris

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