RONA not working when agent line is busy

[ln33147]

Hello experts,

I have a UCCE environment with CVP version 9.0

The RONA feature is configured and was working properly. Recently, we have added another line to the agent profile in order for him to receive and make internal calls.

So the agent now has two lines, one to receive call center calls and one to make and receive internal calls.

When both lines are free, everything is working properly and RONA is working just fine.

When the agent has an internal call and his line is busy, he receives call center calls but RONA is failing if he doesn't answer.

Is there a workaround for this case?

Has someone faced a similar issue?

Your help is highly appreciated.

Thank you in advance.

Lara

[Chintan Gajjar]

please enable multi line support in PG explorer for the peripheral where your agents resides.

by doing this UCCE knows that the agent is busy on other line and doesn't route calls to him.

by the way, whats the max trigger and call count set on agent phone lines?

[ln33147]

Hi Chintan,

Thank you for your reply.

In ICM Configuration Manager, the Agent Phone Line Control under UCM_PIM is already set to "All Lines".

Under Device Profile: Busy trigger is 1 and Max Number of calls is 2 for the two lines used by the agent.

Regards,

[Chintan Gajjar]

what is agent line impact in PG explorer set to? it comes after Agent Phone Line Control.

did you bounce PG after this change?

[ln33147]

Hi Chintan,

The "Non ACD Line Impact" is "Available Agent Stays Available".

Actually, I have tried the same config in my lab and RONA did work as expected even if the non-acd line is busy.

What has been noticed on the customer's environment is that the multi-line option was already enabled in ICM before the configuration changes were made on the Device Profiles level, so you think cycling the Agent PG will solve the problem?

[Chintan Gajjar]

yes you have to cycle the PG after enabling the multi-line support.exit_opc can do it for you.

on the line impact i would suggest to change it is available agent goes not ready, because we want UCCE to know that the agent is busy on another line and dont want UCCE to route calls to him on the same time.

Chintan

[ln33147]

Hi Chintan,

exit_opc will cause an outage and the customer can't afford a downtime since its call center opens 24/7.

Cycling each side apart won't do the same as exit_opc?

Regards,

[Chintan Gajjar]

Nope i don't think, if you shutdown side A and bring it back up it takes configuration from side b.

and if you shutdown side B and bring it back up, it will take config from side A.

so the PG will never ask fresh configuration from router.

[ln33147]

Hi Chintan,

Do I need to do an exit_router before exit_opc?

Regards,

[Chintan Gajjar]

Nope, no exit_router required.

exit_router will bring down your contact center, so be careful.

regards

Chintan

[ln33147]

Hi,

Also the exit_opc will bring the Contact Center down since the ucm and cvp pims will shutdown on both sides.

[Chintan Gajjar]

depends, if you have 10 PGs serving for 10 different regions, shutting down operation for one region doesn't bring down your whole CC. in your case it may.

regards

Chintan

[ln33147]

Yes in my case the call center will be down after the cycle since I have only one agent PG configured.

Regards,