Cisco Cisco Unified Contact Center Express 9.0(1) 情報ガイド
Change the value of the
com.cisco.wf.subsystems.rmcm.agentUnavailRNA
parameter to false.
The system puts an agent back in the Ready state if the agent does not answer the
call.
call.
2.
Restart the CRA engine.
Note: This modification changes the setting for all agents. You cannot configure the
setting differently for the individual agents because support for this feature is not
available. In an extreme situation, if there is only one agent in the Ready state, the
specific call, which the lone agent did not answer previously, continues to queue to
the lone agent in a recursive manner until the agent answers the call or logs out.
setting differently for the individual agents because support for this feature is not
available. In an extreme situation, if there is only one agent in the Ready state, the
specific call, which the lone agent did not answer previously, continues to queue to
the lone agent in a recursive manner until the agent answers the call or logs out.
3.
For Cisco IPCC Express 4.x:
Complete these steps in order to place an agent in the Ready state when the agent does not
answer a call:
answer a call:
Note: It is not recommended to change the Agent State after Ring No Answer option to
Ready since it can result in loops.
Ready since it can result in loops.
Run Cisco CRS Administration.
1.
Click the System tab in the menu bar. See arrow A in Figure 2.
2.
Click System Parameters in the drop−down box. See arrow B in Figure 2.
Figure 2 IPCC Express System Parameters
3.
For the Agent State after Ring No Answer option, click the Ready radio button. See
arrow A in Figure 3.
arrow A in Figure 3.
Note: By default the Not Ready radio button is selected.
Figure 3 IPCC Express System Parameters Configuration
4.