Increase the duration before the Calls are tagged as abandoned when the caller are already offered to the Agent.

[rahzby.talukder]

Hi,

We would like to know if there is a way to increase the duration before the calls are tagged as abandoned when the caller is already redirected from the QUEUE to the assigned agent but the call did not connect since the caller already drop the call before the agent was able to answered the call. Below is the scenario

Say, we have a caller and the caller was already redirected from the QUEUE to the Agent, the caller has already two rings on the Agent side, however the caller suddenly decided to drop the call and the call was already tagged as abandoned. My question is can we set a duration before the call are tagged as abandoned when the call is already at the agent side and the agent failed to immediately answer the call.

Is it possible for UCCX?

Thank you

Thank you

[D_Lebedev]

Hi,

Pay attention to connect step settings.

You can try increase timeout here.

Hope it helps.

[rahzby.talukder]

Hi 

Thank you so much for the reply. It is already set at 10seconds. However calls that are less than 10 seconds are still being tagged as abandoned.

Thank you