When Agents Are Logged Out And You Dial Them, Busy Signal

[Turtlepuke]

In My CM when Agents Are Logged Out And You Dial Them you get a Busy Signal.

I have a picky supervisor who wants it to ring no answer when an agent isn't logged in.

Is there a setting to change this?

Thanks!

 

[ZeroZeroOne]

I can't think of a setting to change but how about a workaround?

Create VDN/Vector to play ringing for 2 minutes, or other number.

1 wait-time 2 mins hearing ringback
2 disconnect after announcement none

You could have play an announcement, if desired.

Create a Coverage Path where the first cover point is to the VDN: VXXXXX, where XXXXX is the VDN extension.

Assign the Coverage Path to the Agent ID.

add agent-loginID next                                          Page   1 of   3
                                 AGENT LOGINID

                Login ID: 10000                Unicode Name? n   AAS? n
                    Name:                                      AUDIX? n
                      TN: 1        Check skill TNs to match agent TN? n
                     COR: 1
           [highlight #EF2929]Coverage Path:[/highlight]                              LWC Reception: spe
           Security Code:                     LWC Log External Calls? n

There will be that small "beep" to indicate the call is going to coverage but then there will be continuous ringing for the duration set in the vector.

 

[phoneguy55]

Silly. Just use a coverage path and send to a recording that says the agent isn't logged in. Ring no answer makes no sense and your supervisor doesn't know what they are talking about. Why would you play ringing if the chance of answer is 0%.