Can RONA be disabled on UCCX 5.X?

[Angel Ramirez]

UCCXI

s there a way to disable RONA when Selecting Resource?

Customer would like call delivered to agent but want it to ring until call is answered.  Next call should route to next available agent.

I tried setting the Timer to “0” but that did not disable timer. I tried increasing timer to 300 sec. and calls are still setting agent to Not Ready after a few rings.

Is there a limit to this timer? Has anyone ran into this issue and how was it resolved?

Thank you,

Angel

[Tanner Ezell]

Just an FYI-

RONA, redirect on no answer, is not part of UCCX. RNA, ring no answer, is.

The default action is to put the agent in the not ready status after a RNA.

This can be set via the service parameters. By default the call will route

to the next available agent, if the agent doesn't answer, by default they

are put into the not ready state.

HTH

Tanner

Cisco Support Community

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[Angel Ramirez]

Thanks Tanner, but I always set Timeout in the Select Resource step within scripting. This setting will place agent into Not Ready once timeout has been reached. 

I have removed all forwarding on agent’s extension within the CUCM.  Seems that even setting Timeout to 5 min. (300 sec.), calls still seem to be reaching a threshold and placing agents into Not Ready.  I want call to continue ringing on agent’s phone until call is picked up or reaches 5 min.

Is this possible?

[Tanner Ezell]

Make sure the line settings will allow it to ring that long.

Cisco Support Community

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