CTI - Phone doesn't ring during ININ alert

CTI - Phone doesn't ring during ININ alert

Document number: 11651

If your phone doesn't ring during the ININ alert, check the following:

Check that the station id/phone number is correct in the Interaction Client:

Go to the ININ Client and select Configuration Tab, then Station ID.

If you are working in a PeopleSoft office, the number should appear as the PeopleSoft PeopleNet internal phone number. This number consists of a 6, the three-digit prefix based on the regional office location, and the four-digit office extension. If you are working from outside a PeopleSoft office, the number should appear as 9 and the external number. If the number is not correct, you need to log out of ININ client and log in with the correct station id/phone number.

North America Examples:
62041234 (Denver)
67741234 (Pleasanton)
68261234 (Vancouver)
68321234 (Teaneck)
62721234 (Sao Paulo)

Asia/Pacific Examples:
67931234 (Sydney)
68651234 (Tokyo)
67461234 (Singapore)

European Examples:
66381234 (Amsterdam)
67271234 (Paris)
65661234 (London)

For more information, see Eureka! Document 11358 — How to log in to the Interaction Client.
Check to be sure the desk phone is not in DND (Do Not Disturb). If it is, it prevents calls from ringing the phone and forces callers to voicemail.

This process should resolve the issue of your phone not ringing when an incoming ININ call is received. If not, please open a Northstar ticket.

For Management & CTI Team Only

If a user's phone doesn't ring during the ININ alert, verify that the user has followed the instructions in Eureka! Document 11651 — CTI - Phone doesn't ring during ININ alert Then:

Make sure the Analyst has auto-answer enabled. Go to the ININ Interaction Administrator application, select Users, then search by users NT login name.
Select the ACD tab.
Verify that Auto-Answer is checked. If not, update the user record and save.