UCCX, Ring no answer, occasionally occuring, logs out agent

[tedtice01]

Cisco Application Administration - 7.0(1)SR05_Build504

Package: Cisco Unified CCX Enhanced

Cisco Unified CM Administration

System version: 7.1.3.20000-2

I have a situation where, very occasionally (2 or 3 times/day), agents are being taken out of ready state with a ‘ring no answer’ notation in the agent's log. The reserved state is shown prior to the ‘ring no answer’ and shows various times, most around 6-16 seconds. I believe our reserved timers are set at 2 minutes.

Any ideas on where to look for this issue?

Thanks,

Ted

[davidlamb1258]

This is obviously 8 years too late, but in case anyone else encounters this post, the Agent will go Not Ready - Ring No Answer, when the timeout value expires in the Select Resource step in the script.

E.G. When the Script gets to Select Resource, it rings the available agent.  It will do that until the timeout in this step expires.  It is 10 seconds by default.  When that happens, the first selected agent is set Not Ready - Ring No Answer and the next ready agent is tried. 

[Konstantin Vaksin]

So what is the question you have?

It is normal, that Agent goes to Not Ready after RNA timer expires

Kostia

[Anthony Holloway]

Hi David. Thanks for posting your thoughts. This is your first post, correct? Welcome to the forums!

[davidlamb1258]

Yes, my first post, but I have to admit I've been a lurker for years. Thank you!

[jcg6211]

Thank you, I needed this today, 11/4/24!