I have some similar issue. I have a customer that stated agents are taking too much time in the reserved state. He wanted to reduce that reserved time to 3secs. Is it in the script that I need to modify that time?
Reserved is the duration during which the phone is actually ringing for the agents. By default, this time is set to 12 seconds in the script on the Select Resource step. What this means is that, phone will ring for 12 seconds before the call will go Ring No Answer for that particular agent and will be delivered to someone else then.
You can reduce this time as per your requirement and ensure that you save the changes to the script, upload it again to the system and refresh both the script and application associated to it for the changes to take effect.
For your reference, I also have attached the screenshot from CCX Editor on how to do this
Reserved state is the state during which the system is transferring a call to the Agent.
Therefore you don't reduce it by reducing the 'timeout' on the select step - this will just lead to more RNAs.
You reduce it by having agents answer the calls faster - i.e. by using Auto-Answer. That may or may not be appropriate in every environment... but if the small amount of reserve time is a problem, then that is your fix.
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More or same we are talking the same thing. During the time when system is attempting to do the consult transfer from the CTI Port to the Agent phone, phone will be in ringing state only. Timeout on the Select Resource step is the parameter that decides for how long system will attempt to transfer a call from the port to the Agent phone before it will goes RNA and attempt another agent for that particular call.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.