05-06-2009 06:56 AM - edited 03-14-2019 04:03 AM
Hi
We have a requirement wherein the system should log out the agent after the agent does not answer the call after 3 rings.We have a ctios client.Does this require a customization.
05-06-2009 07:51 AM
You can automatically set the agent to not ready, is this not enough? If not, then yes, you will have to customize in order to kick the agent completely out.
david
05-06-2009 08:44 PM
Hi David
Thanks for your reply.I believe not ready would be enough.Please let me know as in how we can achieve this in a cisco ipcc enterprise 7 environment or if you could share any document for this.
05-07-2009 12:25 AM
Hello,
You would need to create desksettings with a "Work mode on incoming" setting of "Required" and a "Wrap up time" of 9 seconds (which should probably be equal to 3 rings).
HTH
--bas
05-07-2009 01:47 AM
I think it should be the RingNoAnser-Time (ICM / IVR) Deployment
05-08-2009 08:11 AM
If all you're wanting to do is set the agent to a 'not ready' status if they don't answer a call - then you don't need any customization. You just have to configure a RONA timer and then script for it. When the call is routed to an agent and the agent doesn't answer....ICM pulls the call back and sends to the next agent - or queues the call. In addition, the agent is set to 'not ready' so no more calls are sent to an AWOL agent.
Is this a CVP deployment?
Robb
05-08-2009 05:44 PM
Hi Robb
Yes it is a CVP deployment.Can you please elaborate more on the script which you have mentioned.
05-08-2009 10:11 PM
There is a full description in the CVP Config Guides. For example, see "Configuring Unified CCE Re-route On No Answer for Unified CVP" on page 417 of the CVP 7.0(2) Config Guide.
Can I ask why you do not use auto-answer on the IP phone and avoid this?
Regards,
Geoff
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