CVP7.x/ICM7.x CUCM7.x Rona/Router requery does not work

[GOLDEN4GOD]

After enabling the router re-query on the Queue to skill group node in ICM and configuring the rona  time on agent desk setting to be less than the CVP VB the RONA is  working fine but only for external calls. We cannot get this to work for internal calls from Agent - CUCM - CVP.

When the internal number is called, and an agent does not pick up the call, the caller just hears a ring no answer and the call is never passed back to CVP to be re-directed to the Q-node.

Has anyone ran into this situation, what is the recommended fix for this.

Our environment is running CVP 7.1, ICM 7.1, CUCM 7.5

How can I retrieve log files to find out where whether the call flow is breaking in CVP or ICM. Am I missing the VXML script logic or ICM script logic for this happen internally for CUCM transfers?

Hope this is not too confusing, its a new environment for me

Thanks

[Amer rajai Sha'er]

Hello,

Just one question before we go deep on this one because this is a weired case.

Did you implement a call connector on the X step of the queue to skill group or not.

Amer.

[aschroeder2]

How would a line connector affect the routing of a requery?

[Amer rajai Sha'er]

Hello,

It do not , if it was there then there is a big problem becuase in case the target requery fails or if it was not configured , the line connector can requeue the call.

Amer.

[Kris Lambrechts]

Whether the call came from an ingress gateway or from CUCM won't make a difference to CVP / UCCE.

Did you confirm that your calls actually go to CVP, i.e.what does the agent actually call ? If he directly dials an agent extension or a CUCM Route Point that doesn't have a Send to VRU node, CVP and its requery features won't be able to help you forward. You're then using the CUCM Routing Client which doesn't support Requery.