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 for you. Example is to set the timeout for 5 seconds. This will be the profile.
Then, go to ACD, then ACD Configuration, then Business Units, then Details and look for Phone # Timeout. Click edit and change.
This is where the BU controls what profile agents use by default to timeout after they end a contact. Note that you will need a Global Caller ID to set this up for the entire Business Unit.
To create a custom timeout for an agent. First make sure you setup the timeout profile as explained above.
Then go to ACD, then ACD Users, Then click on the User’s name, Then Contact Settings, then Agent Phone Settings, then Agent Phone # Timeout.
These Phone # Timeouts are limited to choose from the profiles in the above mentioned section.
The default profile CXone creates is 30 seconds.