11-25-2014 06:04 AM - edited 03-14-2019 02:08 PM
Dears,
It is a UCCE system with CVP and CUCM, all version 9.0
I am using a cti route point (2000) in order to test a script.
I have configured RONA time out in Agent Desk Settings to 10 seconds.
In CVP I have added the DN (2000) with timeout 12 seconds.
In the Queue to Skill Group node I have enabled the "Enable Target Requery"
The RONA feature is still not working.
Can someone please shed some light on what could be missing?
Thank you in advance.
Lara
Solved! Go to Solution.
11-27-2014 08:56 PM
i think you are talking about Select node which is pointed to Skill group and here if agent is available and doesn't pick the call then call will simply dropped or SURV may be played to caller.
to configure RONA here as well, please enable target requery on select node.
enabling this will take back the call from agent and and allows to pass it through failure path of Select node, then you can take it up from there.
regards
Chintan
11-25-2014 06:06 AM
11-25-2014 06:10 AM
Hi,
The call ends after around a minute without being transferred to another logged in agent.
Regards,
Lara
11-25-2014 06:41 AM
lara,
few questions:
why do you want to do RONA on CTI route point? it is supposed to be on agent extension.
instead of CTI RP add agent extension in timeout setting under CVP. and also do save and deploy once done.
regards
Chintan
11-25-2014 10:02 PM
Hi Chintan,
I have added the agents extensions but now the call ends after 12 seconds without being transferred to another logged in agent.
Regards,
Lara
11-25-2014 10:04 PM
lara, please share
--> CVP logs,
--> router log
and screenshot of the script where the call is dropping.
regards
Chintan
11-25-2014 10:09 PM
11-25-2014 10:28 PM
Hi lara,
i am still not clear on the call flow, from the script i can see that:
--> call comes to the script and you are choosing longest available agent from the Skill group (Incoming_SG) node (does RONA happen here?)
--> when LAA fails to find agent, you queue the call to same skill (does RONA happen here?)
also you attached only error file from CVP, please attach actual CVP.log file.
regards
Chintan
11-27-2014 04:13 AM
11-28-2014 01:22 AM
In the ICM Script Editor, open the applicable script, and enable router requery on the Queue to Skill group node.
1.
Under the Agent Desk Settings configuration in ICM , set the Ring No Answer Time to the maximum time
you want to allow the agent to answer the call. For example, set this to eight seconds to give the agent
two rings before the call is rerouted through RONA. This timer must be shorter than the no answer
time−out for router requery.
2.
Use the DN Pattern Outbound Invite Timeout option in the CVP Operations Console's SIP Service
configuration tab in order to add the expiration timeout for a particular dialed number pattern.
3.
Ensure that the No Answer Ring Duration on the DN in Cisco Unified Communications Manager is
set to a value higher than the Cisco Unified Customer Voice Portal timeout timer. The default for this
in Cisco Unified Communications Manager is 20 seconds.
Note : OPS should be greater than or equal to Agent desk settings time out
11-26-2014 05:31 AM
Did you connect something out of the failed path for the QtoSG node where there are 3 calls going in?
david
11-27-2014 04:02 AM
Hi David,
Thank you for your post.
The failed path of the QtoSG node is pointed to the release call node.
The behavior of the system now is the following:
If an agent is available, the call goes through the Skill Group node.
I no agents are available, the call goes through QtoSG node and when an agent becomes availble the call reaches him and once he didn't answer, the call ends without being transferred to another agent.
I have tried to point the failed path to the music on hold node but the call didn't go to an agent once he became available.
Thanks.
Lara
11-27-2014 05:41 AM
Lara,
After the call fails out of the QtoSG node, you need to requeue the call for it to go to another agent.
david
11-27-2014 06:06 AM
11-27-2014 06:33 AM
just make slight change in script,
after failure path, instead of connecting to Holdmusic node connect it back to the same queue to skill group node by using line connector. and test it if that works.
regards
Chintan
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