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  • 1.  How do I increase the amount of rings before VM or Disconnect

    Posted 04-04-2017 13:55
    No replies, thread closed.

    This is currently set to 3/4 rings.... but can't find where the default is.?



  • 2.  RE: How do I increase the amount of rings before VM or Disconnect

    Posted 04-04-2017 15:45
    No replies, thread closed.

    Hello Laurie,

     

    Currently there is no way to set that within your organization settings.  There is a way for Purecloud to set that for you but it would be across the entire organization.  There may be future plans to expose a setting in the interface that would allow customers to change this on an individual basis.

     

    You can set the ring duration on a queue but that will just determine the number of rings before the next agent is notified.

     

    If you would like to have the duration changed across the entire organization, please log a Support ticket and we will be glad to do that for you.

     

    Thank you,

    Chad



  • 3.  RE: How do I increase the amount of rings before VM or Disconnect

    Posted 04-06-2017 14:34
    No replies, thread closed.

    Hello Laurie,

     

    There will not be an impact to the business outside of the ring duration for users changing on non-ACD (queue) calls. As soon as the change is made on this side, users will see the ring duration on those calls change to whatever you requested it be set to.

     

    The ring duration for ACD calls can be set by clicking on the name of the queue under Admin->Contact Center. The Resource Center article that outlines how to set this is at the following link under "Edit queue behaviors and thresholds for voice channels".

     

    https://help.mypurecloud.com/articles/modify-existing-queues/

     

    Thanks,

    Chad



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