Ringing states in Ignite

When interactions reach an agent’s Inbox, the interactions are in a ringing state until the agent puts them into reply mode or until the requeue timer expires.

Ignite indicates a ringing interaction as follows:

WEB - Ignite marks ringing interactions with a ‘ringing’ icon, and the agent’s state indicates ‘Incoming’.

Note:

With the exception of transferred interactions, in Push and Mixed routing models agents do not receive items in their Inbox if the Inbox contains ringing interactions of the same media type. Once ringing interaction is put into reply mode, another interaction of that media type is pushed to the Inbox in a ringing state if the agent's Workload permits. This behavior continues until an agent's Workload is met.
For MiVoice Connect phones, if the ring count for ACD calls exceeds the requeue timer, which is set to 30 seconds by default, calls will directly connect to agent's voice mail.

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