RONA

[himanshu87]

Hi,

I am trying to get the concept of RONA( Ring on No Answer).

1. Relevance of timers and the order in which they should be set.

2. The concept and how the RONA script is made.

Thanks

Himanshu

[Chintan Gajjar]

RONA in CVP works differently than RONA in IP-IVR, are you talking about CVP?

[himanshu87]

Hi Chintan,

Yes i was referring to RONA in CVP.

Thanks

Himanshu

[Chintan Gajjar · Accepted solution]

The RONA in CVP is tightly controlled by SIP Timer and Target Requery function.

you enable target requery on skill group or any node which is used to select the target, doing this will enable to CVP to take back the call from any destination which it routed in case call is not answered(i.e device was not reachable, max ring, or any other routing issue).

Since CVP is in control of call signalling, it can take back the call and ask icm again for the next destination. and it happens only of target requery is enabled.

now there are three timers to consider:

CVP SIP timer: the time CVP waits for the answer (SIP 200OK) for the INVITE it sent.

CUCM ring no answer timer: the time CUCM waits before considering the phone as not answered.

Ring no answer time in Agent desk setting:the time PG will wait before marking the agent not ready on desktop considering agent did not answer the call. 

so ideally when RONA happens, what you expect?

simple, very first ICM should mark the agent to not ready so any other call doe not get routed to him

next(very important), CVP should be able to take back the call before CUCM routes it to voice mail or any other call forward destination configuration done on the line.so the CVP sip timer should be less then the CUCM Ring No answer time, becuse if Ring No answer time is elapsed CUCM will forward call to configured destination before CVP can take back the call.

so now based on all above concepts, the timers are as follow:

RONA Timer in ICM (Agent Desk Setting) < CVP SIP Timer < CUCM Ring no Answer time

so in nutshell,

first ICM marks agent not ready followed by CVP Taking back the call from device before CUCM ring timer expires. A Perfect RONA!!!

don't forget to rate if answer is helpful.

~Chintan

[Deepak Mehta]

Very well explained, +5.

[himanshu87]

Hi Chintan,

Thanks for amazing explanation.

How do we configure RONA script.

Thanks

Himanshu

[Chintan Gajjar · Accepted solution]

You can divide the configuration in 2 steps:

1) configuration of timer i explained above:

--> configure RONA Timer in Agent Desk Setting in ICM (say 12 secs) and assign it to agents of the skill you are looking to route the call

--> define SIP timer in CVP opsconsole for the DN pattern (agent extension range), define it to something like 14sec.if you don't define one by default it will take 60 secs.

the configuration is available at OPS console --> Call Server --> SIP Tab --> Advance Configuration --> RNA Patterns for outbound calls

--> make sure your in CUCM, No answer Ring Duration is set to something higher than what you defined in above CVP sip timer. this setting is configurable on CUCM line page, and if you don't define one it will take the value of whatever defined in Call Manager Service Parameters. (default is 16)

2) You have to configure script to handle RONA effectively,

--> enable target requery on target not, in most of the time it will be your queue to skill group node.

Open Skill Group explorer --> Click on Change --> Select Target Requery

Now since you have enabled target requery, when condition like RONA or any other failure happen where CVP cant deliver call successfully to destination the it will submit requery to ICM, and call control will come out of failure node of queue to skill group node.

so to identify if it was the call failure where CVP could not deliver the call to destination, for the re-queries the variable Call.RequeryStatus in ICM will be set to something >0, look at here for detailed value for different type of failures.

Now next and final step(optional) is to to check the RequeryStatus, and if its >0 once again put the call back into queue.

 Attaching the other capture, it shows example on how you can set up your script. 

That's it, send couple of test call and observe the behaviour.

Regards,

Chintan