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Ask Me Anything - October 2020

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Unintended long delay before queue in custom script

UCCX 7.0 with custom script:

CSQ has answered a call, played the open menu prompt and the user has selected 1 to be connected with an agent; sometimes there is a delay of about 10 or 20 seconds before the script finds an available agent or places the call into the queue.

What might cause such a long delay occasionally?

Regards,

Todd

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Hello,

In your select resource step the timeout is 24 seconds.  That means that the script will offer a call to an agent who is on ready for 24 seconds before it puts that agent on not ready and tries another available agent if that agent does not answer.  Also you do not state if you are getting dead air or not but you should specify a MOH location on your CTI route point, unless you do not want to use your call manager resources for the hold music while offering a caller up.

I would suggest droping the time down on your timeout to roughly 10 seconds.  That is approximately 3 rings before it will try another available agent.

Hope that helps.

Marcus

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