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New Member

Ring No Answer not working in IPCC

have 4.6.2 and have set up the ring no answer time and the ring no answer dn in agent desktop settings but it still doesn't seem to be working. When a call goes to an agent and he doesn't answer, it just keeps ringing...when the caller finally hangs up, the agent is made not ready. If the agent answers the call after the ring no answer timeout, the call is handled normally and the agent state is not changed. Any ideas would be greatly appreciated.

3 REPLIES
New Member

Re: Ring No Answer not working in IPCC

Good day

Try setting the forward no answer time in CallManager to 21 seconds and the forward no answer time in the Agent Desk Settings to 18 seconds .The forward no answer timer in CallManager should always be less than ICM.

You can also see if the notification is sent via the Peripheral Gateway , you will see that the Peripheral gateway shows "agent answer timeout exceed "

Regards

New Member

Re: Ring No Answer not working in IPCC

We have the forward no answer setting at the default of 12 secs in Callmanager and 9 seconds in Agent desk settings. Do we also need to set a forward no answer dialed number in Callmanager? On the pg it says "agent failed to answer alerting line" but it just keeps ringing until the caller hangs up or the agent answers.

New Member

Re: Ring No Answer not working in IPCC

One other thing to check: is the RONA destination DN attached to the same routing client as the original route request that sent the call to the agent?

I've found that this causes similar behavior to what you are seeing at your site. The ICM RONA number for that agent must be valid for the same RC as the original call, or the post-route to find another agent won't work properly.

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