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number of rings before setting not-ready state on ICD agent

joshw
Level 1
Level 1

How would one increase the number of rings an agent desktop will go before forcing the agent desktop not-ready on ICD 3.03? The feature is nice but needs to be increased.

2 Replies 2

CCampbell_2
Level 1
Level 1

It's controlled by the script. The Select Resource Step's Timeout value controls how the long the phone rings before requeing the call and placing the agent in not-ready status.

rickb
Level 3
Level 3

In your Select Resource step in the script, you have a Timeout value there. That is how long it will ring the phone until it considers it a RingNoAnswer. You will want to adjust that to maybe 15 seconds, however, don't forget that in CallManager you have a Forward No Answer as well. On the ICD line, I would make sure that there is nothing there so that it will ring indefinetly as far as CallManager is concerned.

Rick

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