CVP sends one message to Unified CCE each time a Whisper Announcement begins
and a second message when the announcement ends. The time stamps from these
messages are used to calculate Whisper Announcement data in Unified CCE
Unified CVP fails to send a Whisper Announcement end message to Unified CCE,
the following occurs:
- Unified CCE cannot
accurately calculate the whisper length, thus skewing report data.
- The agent cannot control
the call (for example, put it on hold or transfer it) because these controls
are disabled while a Whisper Announcement is playing.
To prevent this, Unified CCE has a Whisper
Announcement timeout setting. The value for this setting represents the maximum
Whisper Announcement play time that Unified CCE uses to calculate its report
The default is 20 seconds. This default is
based on the default Whisper Announcement play time (specified in Unified CVP)
of 15 seconds. The extra 5 seconds in the Unified CCE fail-safe timeout is a
buffer against latency. If you modify the maximum Whisper Announcement play
time in Unified CVP, modify the Unified CCE Whisper Announcement fail-safe
The Unified CCE Whisper Announcement fail-safe
timeout value should be equal to or (preferably) greater than the maximum
Whisper Announcement play time setting in Unified CVP. Otherwise, Whisper
Announcement play time in Unified CCE reports are under-reported.
To change the fail-safe timeout value,
complete the following steps: