Agent Priority in Outbound Contact Client (OCC)

Modify the Peripheral Monitor site.config for OCC IVG (Avaya) Agent Priority, and for

Outbound Contact Client (OCC) for Agent Priority

The OCC site.config file contains the configuration values to enable Agent Priority.

  • Open the Peripheral Monitor site.config file.
  • Locate the Agent Priority settings in the file using the following table:
SettingDescriptionSample value
SettingDescriptionSample value
agent_priority_dnisThe DNIS which corresponds to the Agent Priority application provisioned within IVG.agentpriority
agent_connect_timeoutThe amount of time (in milliseconds) that CCIS waits for the call to connect to an agent. 25000
agent_answer_timeout

The amount of time (in milliseconds) CCIS waits for the agent to answer the agent leg of the call.

  • When the timeout expires, the customer is dialed.
  • If set at the queue level, this timeout overrides the timeout set at the connection level.
  • Consider the number of agent staffed on the queue when setting this timer.
  • Increase the timeout if fewer agents are staffed. This allows the smaller pool of available agents adequate time to connect with an Agent Priority call.
35000
agent_preview_timeout

The amount of time (in milliseconds) CCIS waits for the agent to preview the data for the client call and input the DTMF sequence before dialing the customer.

  • When the timeout expires, the customer is dialed.
  • If set at the queue level, this timeout overrides the timeout set at the connection level.
  • This timeout can be increased or decreased, depending on the amount of data the agent previews prior to being connected to the client.
60000
  • Save the peripheral monitor site.config file.

Configuring the Agent Priority timeouts

Set agent_priority_disposition_timeout to a value higher than the total of agent_connect_timeout, agent_answer_timeout, and agent_preview_timeout. VHT best practices also recommend adding an additional 5000ms to agent_priority_disposition_timeout to account for any network latency.