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Re: UCCE/CVP 10.5 RONA is not working for IP orignated (internal) calls

Soren,

OK, I can see what you were trying to do. But with UCCE / CVP, RONA is not possible to configure that way.

You can set Wrap up time by Agent Team, but RONA timers must be set at the CVP side, which is extension based.

So unless you can configure the agent teams to use different extension ranges, you won't be able to change RONA for different teams. Although in my view RONA should be same for all agents and should be 10-15 seconds. Any longer than that, means agents are not answering the phone correctly. Also you could think about setting auto answer on the phone.

Can you mark your query as answered?

Gerry

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Re: UCCE/CVP 10.5 RONA is not working for IP orignated (internal) calls

Hello, 
sorry to correct you but the timer for RNA for CVP works differently.

Agent state set is READY after CVP RNA expires when:

• You entered a value in the Ring No Answer time field.

Agent state set is NOT_READY after CVP RNA expires when:

• You do not enter a value in the Ring No Answer time field.

 

I've found it in the cisco documentation and when I tested it it worked this way. 

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