Reduce number of ringbacks when Queue to skill

[itr0754]

When I queue to a skill and the first available agent does not answer, it rings about 6 times before placing that agent "not ready" and trying the next available agent. How can I lower the wait time from 6 rings to 3 ??

[itr0754]

I am running AACC 6.3.

[ddcastillo]

Hi there,

There are several ways to configure what you are wanting, depending on the type of PBX you are using.

For all AACC sites, regardless of the PBX, AACC has Call Presentation Classes that can be configured, but then you need to be aware of other settings on your PBX that could impact the AACC Call Presentation Classes.

In AACC you can set up Call Presentation Classes which is a collection of preferences that determines how calls are presented to an agent. A call presentation class specifies whether a break can occur between calls, whether an agent can place DN calls on hold for incoming ACD calls, and whether an agent phone displays that the agent is reserved for a network call.

The AACC Call Presentation Class of Service settings may be used to direct calls back to the application.

For sites using AACC with a Communication Manager (not a CS1K) this is important to be aware of.


Avaya Aura

® Contact Center Call Presentation Class configuration

When you configure the Coverage Path Group on the Communication Manager, the Number of Rings setting for Don’t Answer? must be greater than the agent’s Avaya Aura® Contact Center Call Presentation Class Return to Queue or Call Force Delay timer. This ensures that Avaya Aura ® Contact Center maintains control of a customer call which it has queued to an agent who does not answer the call for any reason.

If there are other agents available in the skillset who can handle the customer call, it is better for Avaya Aura ® Contact Center to re-queue the call to a different agent than for that call to go to the first agent’s voice mail. This also ensures that the customer call does not go to an agent's voice mail before the call has been force answered.

You can download the AACC document bundle and search on Call Presentation and find all the information around AACC Call Presentation.

Hope this helps!