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New Member

uccx question

Hello,

we have uccx version 7.0.1 sr5. is there a setting on the server that we can customize so if a call is presented to an agent it will ring at least 5 times before it rolls to the next agent ?

as of now, the system presents the call to the agent, the phone rings 3 times and then it goes to the next available agent, we would like to increase that time

thanks

Cristobal

2 ACCEPTED SOLUTIONS

Accepted Solutions

Re: uccx question

Increase the ring duration on the line in UCM.

On Mon, Aug 16, 2010 at 12:59 PM, cristobal.priego

Tanner Ezell www.ctilogic.com
Super Bronze

Re: uccx question

That is as expected.


As I explained above, you need to change the timeout parameter of the Connect step in your UCCX script.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
4 REPLIES

Re: uccx question

Increase the ring duration on the line in UCM.

On Mon, Aug 16, 2010 at 12:59 PM, cristobal.priego

Tanner Ezell www.ctilogic.com
Super Bronze

Re: uccx question

Well - you have the 'No Answer Ring Duration' in UCM, which should be set to a longer time than the 'Connect' step 'Timeout' value

in the script. It's actually the 'Connect' step timeout value that determines how long a call rings before going to the next agent, but if the 'No Answer' timer on CCM is shorter than this you can get problems.

Regards

Aaron

Please rate helpful posts...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: uccx question

hey guys, we just change the RNA timer to 60 seconds and the call is presented to the agent for 3 rings only before it bounces back to the queue

Super Bronze

Re: uccx question

That is as expected.


As I explained above, you need to change the timeout parameter of the Connect step in your UCCX script.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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