By agent, are you referring to a contact center agent? I assume yes based
on context clues. If yes, then are we talking about UCCX or Contact Center
Enterprise?
For UCCX, there is a setting that controls whether an agent is transitioned
to a "not ready" state if/when they fail to answer their phone. It is a
system parameter. It is recommended to leave this setting enabled.
Modifying this parameter won't resolve root cause for your issue.
In your CRS script, there is a "Select Resource" step. This step is what
you use to tell the CRS engine to send the contact to a queue. Edit the
properties of this step and you will see a "Connect" parameter. If it is
set to "yes", then look at the "Timeout" parameter just below it. This
parameter identifies the number of seconds the call will be extended to an
agent when such a resource becomes available. If this timer expires, the
call is pulled back and put in queue. Increase the time to increase the
number of ring cycles for the agent.
If the "Connect" parameter in the "Select Resource" step is not set to
"yes", then you need to look for a "Connect" step occurring after the
"Select Resource" step. In the "Connect" step you will have a timeout
parameter. Serves the same function as previously described.
When modifying the timeout value be aware of the Call Forward No Answer
(CFNA) settings on your agent's phone line. Typically, a CFNA destination
is not configured on an agent line. If you find this not to be the case in
your environment, then ensure that the CFNA timeout on the line is not LESS
than the time out value for the "Select Resource" or "Connect" steps in the
CRS script.
Note that a ring cycle is roughly 5 seconds. IOW, if you connect timeout is
set to 10, that is two rings.
HTH.
Regards,
Bill
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