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Community Member

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

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
Community Member

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

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.

Bronze

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

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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