Agent stay in Ring when agent not answer

Hello,
how long agent stay in ring when agent not answer before forwarding to the next agent?
Is it possible to change the time?

Hi,
in UCCE: check the Agent Desk Setting (in Configuration Manager) for the particular agent, "Ring no answer time".
In UCCX: check the Timeout parameter in the Select Resource step in your script.
Either way, the value on the UCCE/UCCX side must be lower than the Forward No Answer timeout in CUCM.
G.

Similar Messages

IPCC extension doesn't ring when agent on a call on primary extension

Hi everyone.
Hopefully this is a nice easy question. Our CCX agents have both a primary and IPCC extension.
The trouble is, when the agent is on a call on their primary extension, if they're selected by the CSQ, the call stays reserved and doesn't actually ring the handset. So the agent doesn't have the opportunity to disconnect the (non-IPCC) call they're on. This is reflecting badly in their stats.
Is this the expected behaviour? I wondered if it was because technically they are busy, just not 'IPCC busy'. If this is what should happen by default, can this be overridden?
Any advice would be greatly appreciated.
Thanks!

Hi Chris, thank you very much for replying to my query.
Yes everything works fine when the agents are not on the primary line. I've also verified the ring settings and they look as they should. Looking at the line settings, for both they are set to busy trigger of 2, and max calls 4.
I've since found out some more information. Our helpdesk re-created the issue, in that test we had three agents available. One user was asked to use their primary line, which they did and kept active. The appropriate trigger for that CSQ was called from an external mobile. A few calls were made, until it ended up being queued. For the agent that had their primary extension active, on their agent desktop they could see the call reserved for them, however they could not retrieve the call at all. Apparently the stats are being affected because we have an SLA of answering the phone within 10 seconds, from what I've been told, it looks like it's been ringing for long than that while the agent is reserved.
I've only just been informed about this issue, and one question I had was if the user could retrieve the call if they then hung up the primary line, but they unfortunately didn't test that as of yet. I'm awaiting word back when they can.
Thanks again for your help!
Scott

When the agent is in ready state, call has to go to voice mail incase the call is not answered

I need to create a script for helpdesk setup. When call hits the CSQ, if agents are free the call will get connect to an agent, else it will be queued. Till here i am clear. The step where i have stuck is , when the agent is in ready state and when the call gets connect to that agent, due to some reasons if agent, do not answer the call, it has to get transfer to voice mail . Can someone help me with this please... We are using UCCX 8.5...

Not sure the logic that Anthony used in some of the prior solutions but try following Logic in the ScreenShot and let me know how it works out for you..
As Jeff mentioned (and I overlooked) If there is a Ring No Answer and there is another Agent Ready then the first Step in the Failed Output Branch will not Evaluate..the Script Logic takes the "caller" back to the Select RSRC Step..so I'm doing an IF check to ensure that wasn't the case..and if it was then I will Dequeue the call and perform the necessary transfer..(after the Successful Transfer you probably should Goto a Terminate Step)..Cheers

How to change caller ID when agent is still ringing

Hi all,
I'm using UCCX 8.5. When there is a call from outside to a contact center and when agent is still ringing, the caller ID presented in the agent is CTI port number of UCCX. I wonder if it is possible to change this CTI port number to outside caller's phone number.
Thanks.

Sorry, but no. This is because CCX does the equivelent of a warm transfer to the agent's ACD line. Until the transfer completes you do not see the original calling party information. You'll want to look at the CAD or IPPA Enterprise Data to see the ANI/Caller ID.

CAD Application gets Hanged for UCCE 7.5.1 when agent answered the call for particular location

Hi All,
We have a CAD server installed on ICM PG box.
Two agent location namely X and Y
Datacenter resided in location X
Users in location X were not facing any issue
Users from location Y facing diificulties and they were using CAD ver 7.5.1.
Randomly for all the users in location Y were reporting CAD application gets Hanged immediately when the agent answer the call.
Location Y is connected via WAN.
Both the location we are using same CAD version, but still issue persist in location Y.
Kindly let me know how to address this issue
If this was a BUG why it was not impacting other location

Hi,
I found the problem in CAD Troubleshooting guide.
Problem: Agents can’t log into Agent Desktop.
Solution: During Unified ICM installation, an “Agent Login Required for Client Events” check box is displayed. By default this check box is unchecked. It must remain unchecked for agents to be able to log in. If the check box was checked during Unified ICM installation, you must reinstall Unified ICM and make sure the check box remains unchecked.
I reinstalled CTI Server without that checkbox and now the agent is able to login.
Thanks all for your help.
Cristian

One device does not stop ringing when answering FaceTime with another

Does anyone have this problem; I have a 15'' MBP 2011 OSX 10.8.2., and an iPhone 4 running iOS 6.0.1. When my FaceTime receives a call, both devices are ringing just as they should, but one device does not stop ringing when I use the other to answer the call. However, the call is disconnected after some time (like, if you don't answer at all, the call attempt is dropped). So, my FaceTime calls are constantly dropped. IF I answer and then choose to reject the call with the other device, the call is disconnected.
This problem occurred some time ago, perhaps with the Mountain Lion upgrade, but not sure - I don't get that many FT-calls but from my family abroad.

I had the same issue pairing a Mac G5 powerpc with a 2014 Macbook Pro and resolved it. In addition to pairing the devices through System Preferences>Bluetooth, make sure that "Bluetooth Sharing" is checked in System Preferences>Sharing as well. In my case, the devices always say "disconnected" in the Bluetooth panel, but change to "Connected" during an actual file transfer. Try sending a file even though it says "disconnected" and it may very well work fine. It also helps to check "Show Bluetooth in status in the menu bar" so you can quickly initiate a transfer from there.

Set calls to automaticaly go back in a ready state when not answered

What I would like to do is when a call is not answered and it is dropped into a not ready state so it can be presented to the next Agent is have that agent that was put in a NOt Ready State come right back to a ready state. That way the Person does not have to re-selct the ready State button they can auto take the the next call. I hope I explained this correctly
Thank you
Dave

Hi David,
Yes, the call will be still held at Queue if someone doesn't answer it in the CSQ, it will try to reach the next available agent based on the criteria selected inside the CSQ.
One thing which is to be considered while making Agents to go to Ready state automatically after RONA (Ring On No Answer) is, if the Agents take long time to return back to their seat and start handling calls, there might be many calls who have landned (depends on the call volume and Agent count) on their phones but due to non-availability of Agents , the overall call wait time will increase accordingly.
Hope it clarifies.
Anand
Please rate helpful posts..

Abandoned Call Rings on Agent Phone

Hello,
I have a strange situation reported by a supervisor that, abandoned call keep rings on agent phones and when one of the agents answers the call she hears busy tone.
To reproduce this issue, we made some test calls and hung up the call just before the call starts ringing on agent phone.
The same call started ringing on agent phone. It looks like abandone en-route.
Any way to avoid this behavior.
UCCX: 9.0.2.10000-71
CUCM-BE: 9.1.1
Thanks,
Sami

Do you have an On Exception Goto (ContactInactiveException) step in the script that jumps to an End step? If not, add it near the Accept step. Without this, the script will carry on running even if a caller hangs up. I'm not saying this is your problem but it might be a contributing factor.
The second question is in-line with Gergely: does the PSTN circuit have disconnect supervision? Is the gateway telling CUCM the call has ended when the outside caller hangs up? (e.g. SIP BYE, Q931 DISCONNECT, etc.) If not this might be the PSTN reorder being heard.
Please remember to rate helpful responses and identify helpful or correct answers.

Caller doesn't hear a ring back if the call is ringing on agent phone

Hi team,
can anybody help me? Here in Germany there are a lot of customers that don't understand why the caller doesn't hear a ring back when the call is ringing on agent phone for instance with UCCX 8. I read some discussions here for that issue but the only solution for that should be to change the MOH on CUCM. This is not a very good solution when the call in queue is set to hold he will hear the ring back tone in the queue as well :-(
Has anybody another solution for that issue???
All the discussion I've read was for IPCC version 4 or so. Is there another solution for this issue in version 8.x
In one discussion I found the following solution:
Yes, To resolve this issue,Set up a Send H225 User Info Message service parameter for Cisco CallManager service in CallManager. Perform the following steps:
In Cisco CallManager Administration, select Service > Service Parameter.
Select the correct server from the drop-down list.
Set the service to Cisco CallManager.
In the Send H225 User Info Message field, under the Cluster Wide Parameters (Device - H323) section, select H225 Info for Ring Back.
Reset the H.323 voice gateway.
After completing this procedure, the caller hears ring back when the agent phone is ringing.
Does it realy work?
Need you help!
Thanks in advance.
Tobias

Hi Tobais
you right one of the solutions is to change the MOH to the ring back one
however there are two types of MOH that you need to select
use MOH is the music to be played while the call on hold/ in queue
use Network MOH which is the oneyou need to change to the ring back MOH source file so when the call get transferred to an agent ring back MOH will be played
these options under the CTI ports in UCCX
also you can search the forum here and there are many discussions about this topic
HTH
if helpful Rate

HT4623 I buy one i-phone 4S from store wingate house 93-107 shaftbury Avenue,london.W1D 5DA.tel no. 020 7851 0817 on 30/sep/2012.my problems is, I can not activate my phone because i stay in malaysia ( when i connect using sim card malaysia DIGI line) pls

I bought new i phone model 4S from 3 comunication store wingate house 93-107 shaftbury Avenue,london.W1D 5DA.tel no. 020 7851 0817 on 30/sep/2012.my problems is, I can not activate my phone because i stay in malaysia ( when i connect using the sim card of malaysia DIGI line) it does not read malaysia sim card.Pls help me, how should i use this malaysian digi sim card and deactivate this 3 comunication sim card so i can use any type of sim card in any countries.
The phone details are as follows:
Serial no : 1151NVQLIKA.
My last 6 digit no in my sim 020287.
My 3 no 07450453838
My sim no 8944200009770020287

You probably won't be able to use a Malaysian sim card in your phone. If you purchased the phone from 3, then it is probably carrier locked to 3 and it won't work with any other sim card.
Nobody here can do anything to help you. You need to contact 3, so you need to ring them or go back to the store where you purchased the phone. Not a lot you can do other than activate with the original 3 sim card in situ so that the phone will work.
You can try activating the phone with the 3 sim card and then try swapping them, but I suspect that the phone is carrier locked to 3 and you need to contact them for help. Noone else can do anything really except them.

Phone not ringing when in sleep mode

Over last few days have had problem with iPhone 4S not ringing when in sleep mode. I have just spoken to Apple support. I had do not disturb scheduled , but this was staying on all the time , which I hadn't realised. This is a fault which should be sorted by 7th Jan. hope this helps anyone else with same problem, as I did search this site first.

This is the exact problem i'm having right now, I don't know why it's happening, but when i have it on the desk and when it's in sleep mode, I can get phonecalls and it won't ring but it won't show up as missed calls either, if i get a voice message i'll get it if i take it out of sleep mode and let it sit with full reception for a minute.
I also lose all reception while in sleep mode.

UCCx 8 Callback when agent is in Ready State

To all,
I am stuck. Here is the basic logic for my callback caller script when agent is in Ready state. After the Get Digit String step, what should I do to terminate the call and keep the script running?
Select Resource (--Triggering Contct--from CSQ)
          Connected
          Queued
               Menu
                    CallbackNumber = Get Digit String (--Triggering Contact--)
                              succesful
                                   If(stat_ReadyResources_OF_CSQ > 0) then
                                            True
                                               outcallToCaller = Place Call (to callbackNumber)
                                                      successful
                                                             Call Redirect (--Triggering Contact--to Overflow Q)
* OverflowQ is another script.
Thanks,
Nelson

Set the contact as still being active, even though no one is there. You will not be able to play any prompts or anything to that contact though, that will result in errors, unless you catch the error. You can of course redirect playback to the contact that you call.
ErrorReason = Get Trigger Info (Aborting Reason)
On Exception (ContactInactiveException) Goto Begin
Delay 2 sec
Accept(--Triggering Contact--)
Delay 4 sec     <---Hang up before these 4 seconds are done.
Begin:
Clear Exception (ContactInactiveException)
Set Contact Info (--Triggering Contact--)
     Language: strLanguage (I have a Language varible named this with the value L[en_US] )
     Handled:
     Session: strSession (I have a Session varible named this with the value null )
I edited this to add the delay and accept steps, so you would know the proper order for them to be in. I have a script that calls customers and asks if it is ok to fax them documents to that line in the next 5 minutes. So they know to let the call go to their fax.

Firefox will not open or stay open especially when I'm first getting on it for the day. It will sometimes say that firefox is already running and that I have to close it which I don't understand.

Right now I'm staying connected but when I tried it at 2:00 Firefox would not stay connected. It would keep saying not responding. Also sometimes if I would go to fast it would just jam up. I could be connected and then go to my email and it would say lost connection. It just kept changing as though I was getting more that one connection. Hopefully you can help me.

Basically it means firefox didnt Shut down properly and if you close firefox and you try to open it again and you get the message firefox is already running then in windows right click on the taskbar and press on task manager and then once task manager is open press on processes and look for firefox.exe and then where it says End process click that and it will close firefox properly ok and then you can open firefox up again properly ok and for mac its a differnat way ok

Does not play correct ringtones that are set for the Caller and Rings when no one is calling

I have had my Droid Global for around and three months and from the beginning I have had issues with the ringtones ringing when a certain person calls me. Instead, it seems, it will play the rigntone that is applied to the last person that called me instead of the person who is actually calling me. This can be somewhat frustrating and kind of defeats the purpose of applying rigntones to people in the first place.
Also, just recently my phone has decided to ring all by itself...without any incoming calls, notifications...nothing. It does a very quiet ring that sounds similar to that of a house telephone or landline phone. It does not stop unless someone calls me or if I take my battery out and reset my whole phone. My phone has only done this twice and unfortunately it once happened in one of my college classes and I couldn't get it to stop.
Please help me...I don't know what I can do to fix this!!!

Hi Cargo23,
I am sorry to hear you're having issues with your phone not ringing. In what zip code were you located when this issue occurred? Are you using your vehicle's bluetooth when this happens? Please try a soft reset to refresh your connections http://vz.to/1nLXk5g.
Thank you!
EdW_VZW
Follow us on twitter @VZWSupport

My iPhone 5 will not ring when my phone number is called.

Despite the "Silent" button on the side of the iPhone 5 being set to off, and the ringer turned on full blast, my iPhone 5 will not ring when any number calls my phone. This is not an issue with the settings, which are all set for the phone to ring. Has anyone else run into this problem, or may have a solution besides taking the phone in for repair? My phone is no longer covered under the one year limited manufacturer's warranty, so any repair is likely going to cost a minimum of almost $300.
Thanks in advance for the help!

MJT's iMac wrote:
... This is not an issue with the settings,...
The Basic Troubleshooting Steps are:
Restart... Reset... Restore from Backup... Restore as New...

Agent stay in Ring when agent not answer

Similar Messages

Maybe you are looking for