For example, if the Telephony default value is set to18 seconds and it takes 2 seconds Webex Contact Center will first connect to the agent for the time specified and the remaning time willīe utilized to connect to the customer. Returns the call to the queue and re-routes it to another agent or skill group.įor outbound call scenarios, the configured time is inclusive of both agent and customer accepting the expected call for the Seconds and the agent does not receive the call within the specified time, the call goes to RONA state.
For example, if the Telephony default value is set to 18 The call is then redirected to another agent or skill group. Channelsįor inbound call scenarios, Webex Contact Center connects the customer call to the agent session for the duration of the unansweredĬall. The table shows the default value and the allowed range for the RONA timeout settings. In the RONA timeouts section, enter the timeout values in seconds, for the channels. Navigate to Services > Contact Center > Settings > Desktop. Log in to the customer organization on Control Hub. To configure the RONA timeout settings for both inbound and outbound call scenarios: Procedure The contact center administrators can manage the Redirection on No Answer (RONA) timeout settings for agents and customers. System settings: Set lost connection recovery timeouts.
RONA timeouts: Configure RONA (Redirection on No Answer) timeouts for unanswered calls. Voice features: Enable or disable force default DN, end call, and end consult. The Desktop section displays the following settings.Īgent experience: Set the inactivity timeout and auto wrap-up interval. You cannot change the status of the tenant. For more information, see About Time Zones. The time zone that you provision for your enterprise. (Optional) The description for your enterprise. To modify the settings, click Edit at the bottom of the page. ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies. Similarly the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. In the following table, the cross mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise The General Settings tab displays the following settings. To view the tenant settingsįor your enterprise, click your enterprise name under the Provisioning module in the navigation bar.Ĭlick the following tabs to configure the tenant settings: You can use the Webex Contact Center Management Portal to configure the tenants that your administrator provisions for your enterprise.
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