IPOCC question of the week 2

[MBridgman]

Right chaps and chapesses,
I am tinkering with my IPOCC setup in the office and have hit a wall in what can only be described as a basic feature that should work but despite being involved in the product since before it was launched I am unable to achieve the following scenario.

Call comes into the topic (that works)
Call routes to an IVR to select sales, support or a third option. (that works)
Option 1 routes to sales group via a topic (that works)


What I am struggling with is that when the agent is available and their phone is alerting, I want the IPOCC to time out during the alerting phase and re direct to an external destination after a set period of time (say 10 secs) (before the agents personal voicemail kicks in).

I have got the external destination setup and that route correctly if I just use logic to check that the agent group had an available agent that all works also.

It is only the ring timeout I cannot make work.

I have tried task tags and variable for max ring time and a host of others otions as well as several IVR transfer options.

Any thoughts, ideas or out of the box thinking would be most welcome.

P.S. Avaya have been so far unable to provide an answer

IPOCC version is 9.1 latest GA release.

thanks

 

[IPmonkey]

Just tested with a Task Condition of Wait time exceeded @ 10 seconds before the check free agants logic and it works for me.

 

[MBridgman]

Thanks,

I tried that and it did not work for me the first time around.

I just reloaded the CC DB and now the same flow works a treat.

I guess it just gets added to the "quirks" list

 

[holdmusic34]

features"

I'm clear but my fighter is down.