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 07:46 AM
I was wondering how to do so, thank you Chintan :)
I still have one issue, suppose the call hits directly the Skill Group node and the agent doesn't answer the call, then there is no success or failure node out of the Skill Group node to requeue the call!
Regards,
Lara
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
11-28-2014 01:53 AM
Thank you Chintan.
04-15-2021 07:50 AM - edited 04-15-2021 07:52 AM
Lara,
We are having issues with RONA here. I was volunteered in the role of telephony engineer and am not very familiar with the Contact Center very much. Where can I find the Agent Desk Settings and the RONA time out?
Thanks in advance,
Robert McClain
04-15-2021 04:46 PM
This post talks about the 3 major places that you're going to want to check (depending on the version you're using, etc.).
https://community.cisco.com/t5/contact-center/rona/td-p/2882859
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