Timer change for selected resource to change to Not Ready

[schm196]

Perhaps a newbie question but something simple has me stuck:  If a contact gets queued and a "Ready" resource was selected then it keeps ringing that selected resource for 30 seconds.  Only after that delay does the agent interface automatically switch the agent to "Not Ready" so the queue can select the next available "Ready" agent and ring that phone.

Instead of scripting a timer for this, is there a simple system parameter somewhere where I can adjust this timer?  Is this a system (UCCX or CUCM) setting, a script option, or a CAD/Finesse feature?  Basically, I'd like the queue to look for the next available "Ready" resource after only 5 or 10 seconds of ring-no-answer at a supposedly "Ready" agent's phone.

UCCX 10.6.1.10000-39  (enhanced licenses only)

Thanks a lot for any pointers!

Matthias

[djlundberg · Accepted solution]

Hi Matthias-

For UCCX the Timeout is controlled int the Select Resource step or your Connect step if you selected 'No' for the Connect option under Select Resource.  There is no global parameter for this and the default is 10 seconds.

You can take a look at Cisco Unified Contact Center Express Editor Step Reference Guide, Release 10.0(1) for more information about the Select Resource step.

One thing that you should watch out for is make sure the UCCX timeout is shorter than the No Answer Ring Duration set on the line in the CUCM configuration.  If it's blank on the line it will use the Forward No Answer Timer in the 'Cisco CallManager' Service Parameter Configuration which has a default value of 12 seconds.  Agent lines should not have any forwarding or voice mail configured as that is not supported, but that rule isn't always followed.

Also keep in mind that a single ring is only ~5 seconds long.

Hopefully that helps. 

DJ

[schm196]

Thanks a lot; that did the trick.  Simple timeout setting in the Select Resource step... so blind I didn't see the easy solution!

[djlundberg]

Perfect, glad you're up and running.  Thanks for the rating!

DJ