Cisco ICM 7.1(x): issue with queue and last agent?

[raziel78kain]

Hello,

we have a Cisco ICM 7.1(x).

We have configured a script that resembles to the one that you can find in this document:

https://supportforums.cisco.com/docs/DOC-1101

We have this issue: suppose that we have 3 agents in "Ready" in the Skill Group.

When a call arrives, a first agent phone rings; if it doesn't answer, after its RONA it goes in "Not Ready", and the call is redirected again to the number of the service handled by this script.

Then, a second agent phone rings; if it doesn't answer, after its RONA it goes in "Not Ready", and the call is redirected again to the number of the service.

At this point, a third and last agent phone rings; here we have the issue: if it doesn't answer, after its RONA nothing happens.

We expected to hear the music on hold of the queue contained in the external script; instead, the call is forwarded based on the forward no answer configured on the third phone.

What's wrong?

TIA and regards.

[Chris Deren · Accepted solution]

Why does the phone have forward no answer set on the DN? ACD lines should not have RNA set, if you absolutely need to have than then you need to ensure the RNA on the DN or if not set there global ring no answer timer on CUCM is longer than the RNA timer on ICM agent desk setting and CVP (if CVP deployment).

HTH, please rate all useful posts!

Chris

[raziel78kain]

Dear Chris,

sorry, but I have wrongly clicked on "correct answer"... Unfortunately yours isn't the "correct answer"! :-P

I confirm that the 3 forward no answer timers configured for the phones on CUCM are longer than the RNA timers on ICM agent desk settings.

In fact, for the first 2 iterations of the script (script -> agent -> script -> agent -> script), ICM RONA correctly "prevails" on CUCM "Forward No Answer".

The problem seems to be always in the last iteration (script -> agent -> FNA?!), after which we expected to get the call in queue, and all the agents in "Not Ready"; instead the call is passed definitively to the phone, so FNA is used...

Regards.

[david.macias]

Does this happen regardless of which agent is the last agent?  Does this happen with only two agents in ready state, how about just 1 agent?

david

[raziel78kain]

David,

yes, it happens regardless of which agent is the last agent, and it happens with only one or two agents in ready state.

Regards.

[Chris Deren]

Also, just to test can you remove ring no answer forwarding from the phone compltely and see if call is still forwarded?

Can you post a screen shot of your ICM script with monitoring on to see where the call is ending up?

Chris

[raziel78kain]

Hello,

it seems that modifiying somehow every agent (even by checking any parameter, saving, unchecking the same parameter and saving again) has solved the issue!

It's very strange...

Regards.