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IPPA Call Timer

I'm working with a client who uses IPPA for some of their agents.  It currently gives agents about 15 seconds to take a call and then places them in Not Ready.  Is this a timer I can adjust?  If so, where?  I've looked around a bit and don't seem any information on this.

Thank You,

J

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1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

1) Open the script through

1) Open the script through which agents are getting the call in Script Editor

2) Find the Select Resource step and right click on it and then go to Properties

3) Change the Timeout field from 15 to the required one whatever you want

4) Save the script and upload it back again to UCCX with the exact same name. You will get a prompt to refresh the script and application, please do that for the changes to take effect.

5) Last but not the least, go to CUCM >> Agent Phone >> Directory Number that agent is using as IPCC extension and set the No Answer Ring duration to 2 seconds more than what you define in script. For example, if you define 20 seconds in script then mention 22 seconds here. In case, if the field is blank that means system is taking the value from Service Parameters and hence you should change it by going in there as mentioned in below step

6) Service Parameters >> Choose the Server >> Cisco CallManager Service and look for the field Forward No Answer timer field and set it accordingly. Please note if you will change the value in Service Parameter then it will be a global change and will take effect for all the phones in cluster. Hence, in case you want it to change only for the agents, do it at the line level by specifying the value in No Answer Ring Duration field.

Regards

Deepak

View solution in original post

1 REPLY 1
Cisco Employee

1) Open the script through

1) Open the script through which agents are getting the call in Script Editor

2) Find the Select Resource step and right click on it and then go to Properties

3) Change the Timeout field from 15 to the required one whatever you want

4) Save the script and upload it back again to UCCX with the exact same name. You will get a prompt to refresh the script and application, please do that for the changes to take effect.

5) Last but not the least, go to CUCM >> Agent Phone >> Directory Number that agent is using as IPCC extension and set the No Answer Ring duration to 2 seconds more than what you define in script. For example, if you define 20 seconds in script then mention 22 seconds here. In case, if the field is blank that means system is taking the value from Service Parameters and hence you should change it by going in there as mentioned in below step

6) Service Parameters >> Choose the Server >> Cisco CallManager Service and look for the field Forward No Answer timer field and set it accordingly. Please note if you will change the value in Service Parameter then it will be a global change and will take effect for all the phones in cluster. Hence, in case you want it to change only for the agents, do it at the line level by specifying the value in No Answer Ring Duration field.

Regards

Deepak

View solution in original post

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