UCCX RONA LIMIT

[Ehab.Shaqoura]

Hello ,

we have UCCX 10.6.1

We have Configured RONA as 16 second , let's say we have two agents available "Ready" at a skill X , call will go to Agent 1 after 16 seconds will go to Agent 2 after 16 seconds it go to Agent 1..to infinity. The issue is the call will still between these two agents for ever , I want to know if there is a way to make the call to terminate or go to another step after specific number of rings ,for example to ring one time at agent 1 and one time at agent 2 if there is no answer call to be teminrated .

Another Q ...is there a way to specify a limit time for a caller for all the queue and script then to terminate the call , for example if the caller arrive the script and enter the Queue we want after 4 min the call to be terminated ?.

[Thomas G. Johannesen]

Hey Ehab.

First of all when a call is not answer by an agent the agent goes into Not-Ready (unless you have changed this in the system parameters)

So the call wil go from agent 1 -> to agent 2 -> back in queue.

If you will terminate the call after that, you could use the report statictis step, where you can get numer of agent logged in and number of agent not ready, and if this is the same, then make a redirect.

For q2:

You can time your loop in the queue, and after lets say 4 loops (each 1 minut) terminate the call

Hope that helps