The NICE Auto-Attendant will come through the TernioSwitch just like any regular incoming call. The Auto-Attendant directs calls to individual agents vs. a whole group assigned to a skill.
Please check the timeout threshold set for each unavailable state. When the maximum time set has been reached, the agent will be automatically logged out. Many times adjusting this setting is what has to be corrected and the logout issue is resolved. ...
Unavailable codes set by your company admin for each unavailable code. The main unavailable code is pre-set by the Contact Center platform at 120 minutes. All of other company's custom unavailable codes have a maximum time setting that can be ...
The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...
Of Course we have failover in place, so if one server goes down the other spins up instantly. But to clarify our RTO and RPO policy, our RTO service level is within 24 hours. Note that the actual time will be significantly less than 24 hours since ...