Solved: Changing the # of rining on Agent Phones

jlim01086 · ‎03-24-2011

Hi,

Where can I go and change the # of ringing on Agent phones?

Now the call moves to next agent after 3 rings on the queue.

Where can I change it?

Thanks in advance,

Jeff

James Hawkins · ‎03-24-2011

Hi Jeff,

For UCCX you need to adjust the Timeout setting on the Select Resource step (or Connect step if you use that) in your script.

The document at the link below explains this in detail.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00803530b0.shtml

View solution in original post

Anthony Holloway · ‎03-24-2011

There are two steps in the script, and one setting in CUCM that affect the ring duration on an Agent's line.

Script (either one of):

Select Resource - If the Select Resource step is set to connect to the Agent, it will be the value stored in the Timeout field
Connect Resource - If the Select Resource step is set to not connect to the Agent, then you need a Connect step. It will be the value stored in the Timeout field

CUCM (Global or Local):

It's the forward no answer timer on the agent's Directory Number. If it's blank, it's using the system default.

The key is, the timer in the script needs to be shorter than the timer in CUCM. This way, the script can pull the call back before the RNA action on the Agent line (if anything is configured) is ignored, and it can continue to hunt to the next available Agent.

If your script developer craeted an int variable to store the timeout value, then you could modify the variables value instead of directly in the steps mentioned above. Either way, it achieves the same thing though.

View solution in original post

jessepbeatty · ‎03-24-2011

Please give more details. The answer will differ for UCCX vs. UCCE, H.323 vs. SIP, etc.

jlim01086 · ‎03-24-2011

Thank you for your help.

This is for UCCX.

Jeff

James Hawkins · ‎03-24-2011

Hi Jeff,

For UCCX you need to adjust the Timeout setting on the Select Resource step (or Connect step if you use that) in your script.

The document at the link below explains this in detail.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00803530b0.shtml

jlim01086 · ‎03-24-2011

Thank you very much for your help.

We are using UCCX7.

There is an option "DelayBeforeReturnToQueue = 14" under Application on UCCX.

I also checked our script file and it set as 16.

Currently the call jumps to the next agent after 3 rings.

Do I need to work on both of them or on either one?

Regards,

Jeff

Anthony Holloway · ‎03-24-2011

There are two steps in the script, and one setting in CUCM that affect the ring duration on an Agent's line.

Script (either one of):

Select Resource - If the Select Resource step is set to connect to the Agent, it will be the value stored in the Timeout field
Connect Resource - If the Select Resource step is set to not connect to the Agent, then you need a Connect step. It will be the value stored in the Timeout field

CUCM (Global or Local):

It's the forward no answer timer on the agent's Directory Number. If it's blank, it's using the system default.

The key is, the timer in the script needs to be shorter than the timer in CUCM. This way, the script can pull the call back before the RNA action on the Agent line (if anything is configured) is ignored, and it can continue to hunt to the next available Agent.

If your script developer craeted an int variable to store the timeout value, then you could modify the variables value instead of directly in the steps mentioned above. Either way, it achieves the same thing though.