Send call back to queue after it is presented

[mclason01]

Here's the issue: I have a call center where the agents also handle walk-ins. Sometimes the phone will start ringing for one of the agents at the same time a walk-in customer enters. What the agent wants to do is put the call back in the queue and be put in a "not ready" state. The problem is that the "not ready" button is greyed out as the phone is ringing. It's not until the agent picks up the the box becomes clickable.

Any suggestions on how to send the call back to the queue and be put in a not ready state without answering?

I attached a screenshot of the agents CAD as the call is being presented.

Thanks for any help!

[Amer rajai Sha'er]

Is this UCCE or UCCX.

[Amer rajai Sha'er]

I had just seen the screenshot so your system is UCCX.

You can use something called RNA (Ring no answer)

The RNA will happens as you described when a call is presented to an agent and the agent does not pick the call. You can configure the RNA behavior by changing a system parameter called Agent State after Ring No Answer and define what would be agent state after the RNA

Also you need to configure no answer ring on the call manager , on the DN of the agent phone (make it 10 or 12).

Amer

[Deepak Rawat]

Amer, it is not suggested to handle the Ring No Answer from the DN level for UCCX agents. That way, you are giving the control to CUCM to perform the action based on Ring No Answer event and the call will never come back to UCCX. It should always be handled from UCCX based on the Timeout value configured on the Select Resource step. As far as the RNA on DN level of agent is concerned, that should always be 2 seconds more than what you configure on UCCX so that call control will always remain with UCCX for ACD calls. For Non ACD/Direct calls to the agent DN, the RNA at the DN level will be honored.

Regards

Deepak

[Deepak Rawat]

The behavior you are experiencing there is Working As Design. BTW, why do you want agent to put the call back in queue manually when UCCX can do this automatically if an ACD call goes Ring No Answer. On the Select Resource step in the script, once you right click on it, go to properties there is a field called Timeout that decides for how many seconds call will ring on the agent phone before it goes back to the queue and then to the next available agent.

Once this timer is reached, UCCX will automatically pull the call from the selected agent and put it back in the queue and will look for the next available agent. As far as the agent state after Ring No Answer is concerned, there is a System Parameter for this. Go to CCX Administration >> System >> System Parameters >> Agent State after Ring No Answer

Regards

Deepak