ACD-II Timer question

[MitelInMyBlood]

System 2K
SW: 34.2.5.3
Application: ACD2000 (aka ACDII)

What timer (in what form) determines how long to ring the agent's phone before auto-logout occurs causing the path to go into path-unavailable mode? I'm thinking it's the AGENT's CLOS but wanted to ask someone with more ACD experience than me.

The question has come up regarding the timing relationship between the first rad playing and the ringing call "timing out" and going to the Path Unavailable answer point (voice mail)

What is occurring is the last agent of the day is sometimes forgetting to log out and the first rad is playing (fully or partially) then the call expires & goes to VM with the caller becoming utterly confused. Obviously the 1st rad says one thing and the P/U answer point says something entirely different. The client does not want to change the rad message nor the P/U message so the onus is on me to:
1) make sure the first rad is never heard before auto-logout occurs and the call falls thru to the P/U answer point when an idle agent fails to answer.
2) minimize the number of rings the caller hears when the queue is full (before playing the 1st rad)
3) still allow the agent a "reasonable" amount of time to answer - ie, 3 rings (11 secs)

I'm thinking I need to squeeze the CFNA timer in the agent's cos, but am not confident that 2 rings will be enough.

Thoughts appreciated.

 

[MitelInMyBlood]

Never mind ;-)

I think I just found my own answer here. It appears to be the ACD-2000 Logout Agent No-Answer timer.

By setting this timer to the exact same duration as the first rad delay timer in the PATH, you hear the correct message when the agent fails to pickup the call.

Therefore the first rad is heard only if there are
A) agents logged in, and
B) are all busy handling other calls

 

[kwbMitel]

Wow, I sure like the detail.

To everyone else out there who is reading this. Learn from the description above. This would've only required 1 answer and no questions asked.

Kudo's to MitelInMyBlood

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

One of the keys in being able to phrase your question in a concise and specific manner is to first have enough knowledge of the system that you ought not have to be asking the question in the first place. ;-)

In my case my excuse is age. I will be 62 next May and the grey matter as seen on a CT scan closely resembles the appearance of a bombed-out village. This getting old stuff sucks.