Looking for a way to requeue a contact if agent does not answer the phone.

[David Tamburin]

In UCCX. Is there a way to requeue a contact if a agent doesn't pick up the phone in a certain time frame or amount of rings?

Thanks,

Davidt

[Chris Deren]

Yes, this happens automatically and is called Ring No Answer (RNA or RONA), and timers get defined in the script under the select resource logic. The only time this would not work is if you setup your agent phones for auto answer obviously.

Chris

[Valery Kuznetsov · Accepted solution]

Hello David.

If agent doesn't pickup a call by timeout set, agent will be forced to Not Ready state. And call will return back to queue.

Timeout is set in properties of Select Resource step in Script Editor. Default is 10 sec. You can modify this parameter.