If cx is not responding/disconnecting our calls/number is not reachable, then change the status of the ticket to "Unable to Connect". 
The ticket will automatically reopen after 4 hours and it will get reassigned to available agents.

Agents have to do 2 attempts


1. In the first attempt call the customer 3 times if a customer is not respondng then send FRT email- call not connected to the customer (RNR).



2. In the second attempt call the customer 3 times if a customer is not responding then send FRT-RNR-Closing the ticket.