RONA - Agents are not putting in "Not Ready State" during a RONA

[luis.herrera]

Hi all, I need some help determining an issue with RONA where agents are not being changed to NOT READY STATE when a call is in reserved and no answer after 30 seconds. I was able to duplicate the issue in my lab and basically the issue occurs when two incoming calls are in queue and only one agent is in Ready State.

I received the first call did not answer Cisco Finesse tried to put the agent in NOT READY state when the call was not answered and RONA kicked in but since there was a second call in progress, RONA did not work. The agents kept receiving the same call over and over again. My question is if there is any setting in Cisco Finesse or Desk Setting in UCCE to prevent this issue

Thanks

Luis Herrera

[Slavik Bialik]

I had this issue a week ago. And I found out that the solution is NOT to set the RONA timer in the Agent Desktop Settings profile, only in the CVP itself. I found some quote in one of the documents (and a Cisco bug with this workaround that is relating to it) that is stating that in CVP deployments you should not set the RONA timer in ADS settings because CVP handles the requery somehow.

That's what I found:

"For Unified CCE deployments with CVP, configure Ring No Answer (RNA) timeout in CVP only. This removes the requirement to manually align the relevant CVP and Unified CCE timer configuration. If you configure Ring No Answer timeout on CVP, you need not configure RNA timeout in Unified CCE. To configure RNA time in CVP, see the Patterns for RNA timeout on outbound SIP calls section in the CVP OAMP console. After a CVP requery due to the RNA condition, once the call is revoked, the agent is transitioned to the not ready state. For non-CVP based Unified CCE deployments, you must configure RNA timeout in Unified CCE (using the Agent Desk Settings List Tool on the CCE Administration Workstation)."

And this is the Cisco Bug with the workaround:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuy04284

Very confusing, but that totally worked for me.

[geoff]

This is absolutely the way it must be now. Do not set the RONA timer in Agent Desk Settings.

And remember when you upgrade a customer to go back over ADS and clear those out.

Regards,

Geoff