IPCC C50 max call queuing duration is only 60s.

Publication Date:  2016-12-14 Views:  711 Downloads:  0
Issue Description

Customer's provide a voice file for queue which is 90 second. when we try to test the queue's voice file,it only broadcast for 60 second,then the call is free.Customer want the voice broadcast again and again until there is a agent is idle.

Handling Process

IPCC C50 system has a default value for max call queuing duration,only 60 second,when the queuing time is more than 60 second, the call will be free.

we need change the default time by manual.

1.Login web configuration console with VDN administrator, choose the skill queue and choose the configure queue Parameter

2.choose other parameter,and you can see the default value is 60s,change the value to 600s for test.(the specific value is defined by customer)

3.change all agent status to busy,and make a call to test the queue voice. the voice can broadcast again and again for 600 second.


Root Cause

system default max call queueing duration value is only 60s, and it's too short for broadcasting the voice provided by customer.