RONA not working

[ln33147]

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

[ln33147]

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

[Chintan Gajjar · Accepted solution]

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

[ln33147]

Thank you Chintan.

[mcclainr]

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

[bill.king1]

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