Change Ring Cycle to Agents 2

[chippowell]

One of my call center groups, who staff just one of several skillsets, want to extend their ring cycle from 2 to 4 rings. They report that an incoming ACD call rings an agent phone just twice before it moves on to another agent (or to closed instructions). I’m wondering where I can modify this. Is it in the script of the skillset itself, and if so, where? I don’t think the RCO of the agent’s phoneset is the issue.

Thanks

 

[NortelGuy1979]

It's in the Call Presentation Class assigned to the agents. I believe it's in seconds, not ring cycles.

~MH~

Matt H. - Technical Support Engineer

 

[NortelGuy1979]

Correction - Call presentation class is assigned to the skillset, not the agent... sorry!

Matt H. - Technical Support Engineer

 

[Milesprower]

Agents are assigned a call presentation class. So you can create a new call presentation for this one group.

Assuming you are using Web Client or CCMA, create the new Presentation class in the Configuration module. Assign the agents to the new call presentation class in Contact Center Manager (CCM) module.

A ring cycle is 6 seconds long so for 4 ring cycles you would use 24 seconds.