Clarification on RONA - UCCE

[Bharath]

Hi All,

We have a scenario where internal calls are tagged as RONA:

Agent made a call  internally but Second agent was not able to answer,  and then this internal call was being tagged as RONA when they are not answered. Please see screenshots below:

January 24, 10:47 – 10:48

INTERNAL CALL 4644 calling the agent 4381 but did not answer:

From  TCD output we could see call GUID is null, however agent peripheral number and Agentskill target ID has value.  Call disposition is 19 and ringtime is 21 secs. But as per our CUCM configurations Forward No answer time is 12 secs.(Attaching the TCD output for your reference)

Please confirm, how this call was tagged as RONA and if so why the ring time is 21 secs.

Any help on this would be highly appreciable.

Thanks & Regards,

Bharath.M

[erikasasaki]

When you go to CVP Ops Console, what timer did you configure as RNA Timeout for Outbound Calls for the specific DN of the agent you are investigating?