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Cisco Unified Contact Center Express

How to Adjust the Time Available for IPCC Express ICD Agents to Answer Calls

Document ID: 60753

Updated: Apr 22, 2008

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Introduction

This document describes how to adjust Cisco IP Contact Center (IPCC) Express and Cisco CallManager service parameters required to allow Interactive Call Distribution (ICD) agents time to answer a call.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • How to edit scripts with Cisco IPCC Express Customer Response Applications (CRA) Editor

  • How to manage and upload scripts in the Cisco Customer Response Solutions (CRS) Applications Administration (AppAdmin)

  • Cisco CallManager Administration

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco IPCC Express 3.0(1), 3.0(2), 3.0(3a), 3.1(1) and 4.x

  • Cisco CallManager 3.2(2c), 3.2(3), 3.3(2), 3.3(3) and 4.x

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

In an IPCC Express ICD environment, Select Resource is used to complete the agent selection process. A contact (or caller) is placed into a Contact Service Queue (CSQ). When an agent becomes available, the contact is conference transferred to the ICD agent extension for response.

There is an adjustable timeout value which controls the wait time for the ICD agent to answer, or there are a number of rings before the contact is returned to the CSQ for further process options, such as select another agent, or redirect to voicemail. This timeout value can be adjusted under either the Connect or Select Resource steps. This depends on the script design.

Note: There are three rules to remember:

  • When the Connect property is set to No, the timeout value configured under Connect takes precedence over the timeout value set under Select Resource.

  • The configured timeout value must be less than the CallManager Service Parameter Forward No Answer timer for the specified versions of CallManager and the compatible versions of IPCC Express only.

  • The CallManager Forward No Answer value is a cluster-wide service parameter. This means it affects all phones, and not just ICD agents.

Solution

Modify the Agent Call Answer Timer: Change the Select Resource Step Timeout Property

Note: The Timeout property is the length of time, in seconds, before the CSQ retrieves the contact if not answered.

Complete these steps to change the Timeout property under Select Resource:

  1. Open the ICD script you want to edit in the CRA Editor.

  2. Right-click Select Resource.

  3. Select Properties.

  4. Click Yes next to Connect, as indicated by the A arrow in Figure 1.

    Figure 1: Select Resource

    incrs-x-out-val-1.gif

  5. Enter the Timeout value, in seconds.

    Note: By default, this Timeout value is set to 10 seconds.

Modify the Agent Call Answer Timer: Change the Connect Step Timeout Property

Note: The Timeout property is the length of time, in seconds, before the CSQ retrieves the contact if not answered. It assumes the Select Resource Connect property is set to No.

Complete these steps to change the Timeout property under Connect:

  1. Open the ICD script you want to edit in the CRA Editor.

  2. Right-click Select Resource.

  3. Select Properties.

  4. Click No next to Connect, as indicated by the B arrow in Figure 1.

  5. Click Apply.

  6. Click OK to save.

    Connect now appears below the Select Resource step.

  7. Right-click Connect.

  8. Select Properties.

  9. Enter a value for the Timeout field, as indicated in Figure 2.

    Figure 2: Connect

    incrs-x-out-val-2.gif

  10. Click Apply.

  11. Click OK to save.

  12. Save and upload the script.

Modify the CallManager Service Parameter to Compliment the New ICD Connect Timeout

Note: The value of the Forward No Answer Timer is in seconds and should be slightly longer than the Timeout values set for the preceding conditions.

Complete these steps to set the Forward No Answer Timer value in CallManager:

  1. Log in to CallManager Administration.

  2. Select Service.

    Figure 3: Cisco CallManager

    incrs-x-out-val-3.gif

  3. Select the CallManager Server from the drop-down list from the Service Parameter Configuration page.

    Figure 4: Cisco CallManager: Service Parameters Configuration -- Server

    incrs-x-out-val-4.gif

  4. Select the Service from the drop-down list.

    Figure 5: Cisco CallManager: Service Parameters Configuration -- Service

    incrs-x-out-val-5.gif

  5. Scroll down to locate the Clusterwide Parameters (Feature - Forward) section at the Cisco CallManager service parameters page.

  6. Change the value in the Forward No Answer Timer (sec)* field.

  7. Return to the top of the page, then click Update.

Modify the No Answer Ring Duration for the Line - CallManager 4.x

In Cisco CallManager 4.x, a new field named No Answer Ring Duration is added for each individual line. This field is used in conjunction with Call Forward No Answer Timer. This new field sets the timer for how long the phone rings before it gets forwarded. Leave this setting blank to use the value that is set in the Cisco CallManager service parameter, Forward No Answer Timer.

Note: The value of the No Answer Ring Duration should be slightly longer than the Timeout values set for the Connect step and Select Resource step.

Complete these steps to set the No Answer Ring Duration value in Cisco CallManager:

  1. Log in to CallManager Administration.

  2. Select Device (see arrow A in Figure 6).

    Figure 6: Directory Number Configuration

    incrs-x-out-val-6.gif

  3. Select Phone from the drop-down list (see arrow B in Figure 6).

  4. Find the specific phone.

  5. Select the specific line.

    The Directory Number Configuration page is displayed (see arrow C in Figure 6).

  6. Change the value in the No Answer Ring Duration field (see arrow B in Figure 7) under the Call Forward and Pickup Settings (see arrow A in Figure 7).

    Figure 7: Call Forward and Pickup Settings

    incrs-x-out-val-7.gif

    Note: CFwdAll on agent ICD extensions is not supported in an IPCC Express environment.

Related Information

Updated: Apr 22, 2008
Document ID: 60753