RONA for email/chat agent with MRPG in UCCE

[fzhang]

Hello, all. I understand that you could setup RONA timer in agent desk settings for voice. How about chat/email that uses MRPG?  Is there a configuraiton somewhere that can configure the timeout? We're NOT using EIM/WIM but a custom solution that talks to the MRPG. I observed that when chat arrives and agent doesn't accept, after sometime the agent is set to not ready. It appears that's a RONA but I couldn't find out where.

Thanks.

[geoff]

Check CIM\eService\config\ipcc\egicm_configuration.properties.

I know there are some settings there that I have tweaked.

CIM uses following CUTOFF time configurations for Prioritizing  the sending of NEW_TASK for activitites, for which it could not be send  due to any reasons:

WEB_CALLBACK_CUTOFF_INSEC=10  (for Callback)

BLENDED_COLLABORATION_CUTTOFF_INSEC=30  (for Blended Collaboration)

CHAT_CUTOFF_INSEC=60  (For Chat)

EMAIL_CUTOFF_INHRS=12  (for eMail)

In CIM Watchdog service is responsible for terminating  Live activity from (CIM and ICM) ,  if in case ICM has not responded for NEW_TASK of a given activity. watchdog service uses following configuration time (in Seconds) for terminating the activity.

CHAT_WATCHDOG_INSEC = 70  (for Chat)

BLENDED_COLLABORATION_WATCHDOG_INSEC = 50 (for Blended Collaboration)

Maybe there is another. Haven't looked at your issue.

Regards,

Geoff

[fzhang]

Geoff, thanks for the very detailed information. However we're not using CIM so I couldn't use those settings. I'd like to see if there's anywhere inside ICM for the reroute on no answer time out settings. Or it has to be in the third party multimedia application (such as CIM or our custom application) to set that up. I wonder if MRPG has that API so CIM or the custom media application will pass the time out value cross.

Thanks,

Fan