Contact Center 6.0 3 second call delay

[srtelengine]

I am working on CCM 6.0 and the customer if complaining about a 3 second or 2 ring call delay to ACD phones. Any suggestions to make if less. Have tried to adjust force delay timer in contact center and does not change.

 

[atascoman]

Could be a wait statement in the master or primary script before the queue to skillset statement.

 

[StanleySteamer]

If the delay is happening after the agent releases a call and before the next call is presented then you should check the After Call Break timer in the Call Presentation Class for the agents.

 

[captaingadget]

I think atascoman has the answer. Most master scripts start with GIVE RINGBACK WAIT 2. I have removed this statement on a number of occasions with no ill effects.

 

[Milesprower]

You may have some issues if you remove the GIVE RINGBACK WAIT 2 step. Sometimes you do, sometimes you don't.

 

[MrvNDMrtN]

It's also possible that your access channels are too busy.

I am not sure of the ratio between channels vs call volume but it's worth the check.

What the?!?!