Is there a setting in UCCX for long an agent phone rings before it sets him to NOT READY?

[kbenoit33]

Greetings,

This is a new install, version 8.5.1.11..2-22, and we're in the testing phase. So, when calls are presented to an agent the phone rings for about 3 seconds (maybe 5) and then the agent is placed in the NOT READY state on the CAD and the call is presented to the next available agent. And the same thing happens, his phone rings for about 3 seconds (maybe 5) and then he's placed on NOT READY and if there is another agent the pattern repeats.

IF you have the phone set to auto-answer with speakerphone - the call connects

IF the agent is fast enough to answer via the CAD gui - the call connects

So, I'm thinking there must be a setting buried somewhere we've missed on how long the agent phone will ring before the system puts him on NOT READY. Or could it be something else?

Thanks for your time and attention!

Keith

[kbenoit33]

The script is the culprit. So do I get credit for correctly answering my own question?  

[villarrealed]

It's the timeout in the select resource step.