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Participant

Call pickup time on jabber

Hello All,

Hope you are all well!

Due to Covid-19 issue my agents are working from home using jabber and claiming that there is a delay in receiving calls after choosing option from IVR menu.

Any suggestions as to what is causing this delay ( delay time is 8 secs).

CUCM version: 11.5

UCCX Version: 11.5

Thanks in advance

3 REPLIES 3
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VIP Collaborator

That is abnormally high. I cant say if my agents see a delay, but if there is - it is too small to notice.
I would suggest looking over the SIP traces from RTMT to see what is happening with the call signaling path. TAC can of course help if you need assistance pulling RTMT logs.
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Rising star

What's the caller experience when this happens? They hearing ringing, silence, etc.? If you try this with a queue of just one person, does it still happen? In other words, does it happen on every call to every agent?

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Will customer/caller experience improve ,if the call is answered automatically ( i.e Auto answered moment call lands on agent Cisco phone)

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