IP Office Technical Tip

IP Office Contact Center - Calls not alerting all available agents

This Technical Tip is to advise customers of a workaround to a potential issue with IP Office Contact Center (IPOCC) if agents have voicemail boxes configured.

In some circumstances calls targeted to IPOCC agents may end in the agent's voicemail box and not reach other available agents in the Topic.

To prevent this situation from occurring, Avaya recommends that the following configuration changes are made:

Ensure the IPOCC user record in the IP Office configuration is assigned to the "Application" User Right:

Ensure the "No Answer Timer" for the User Right is set to the maximum value of "99999":

Ensure the "Individual Coverage Time" for the User Right is also set to zero:

These changes can be merged into the IP Office system without requiring a system restart.