In Webex Contact Center we occasionally have out dial calls that end abruptly with a termination reason AGENT_ENDS. The documentation states that this is related to RONA timeout. I have a couple of questions: Since this is an out dial why does RONA timer get initiated? What configuration or process changes can be made so that we can avoid these in the future?
Also, are you using any type of outdial flow/scripting, or simply the agent is making the call? If you remove that scripting/flow, does it still happen?
What type of endpoints are receiving the calls (i.e. physical PSTN phone vs cell phone vs UCM phone with external DID vs. etc)? And what WebexCC configuration do you have as far as the routing?
We are 100% cloud Webex Calling. PSTN DNs are hosted by a Cisco 3rd party (cloud based). Agents use WxCC which transfers to their Webex client app for Webex Calling. We have custom WxCC configuration. What specifics are you wanting to know about the routing? Thank you for your reply.
Also, are you using any type of outdial flow/scripting, or simply the agent is making the call? If you remove that scripting/flow, does it still happen?
I will monitor the 'Surge Protection Statistics' particularly abandoned outdial calls with a code of 'Agent Ends' to see if this was the fix. Thank you Bill King for that insight.
While we still get a few "Agent_Ends" these have been greatly reduced and are low enough that they may be legitimate. I am going to 'Accept as Solution' above.
Glad to hear it and thank you for sharing that was the fix/resolution. I also saw this, may not be applicable for you now, but figured it might be worth keeping in mind. https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwf96314
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