This document provides information related to a possible problem when
you use the Cisco IP Contact Center (IPCC) Ring No Answer (RNA) feature and a
workaround. The RNA feature is the time a caller has to wait before being
forwarded. On the Cisco CallManager, this feature is called Call Forward No
Answer (CFNA). If the RNA value is greater than the CFNA value, state changes
on the agent desktop application are incorrect.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
Cisco ICM 4.6.2 and later
Cisco CallManager 3.x and later
Cisco IP Interactive Voice Response (IVR) 2.0 and
Cisco Agent Desktop Software, IPCC/ICM Desktop, or Cisco Computer
Telephony Integration (CTI) OS Desktop
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
When a user calls a phone where CFNA and RNA is set, the phone rings,
by default, for 12 seconds. If the call is answered within the 12 seconds, and
the agent softphone does not change states from Ready to Not Ready on the
desktop application, this indicates that the RNA value in the agent desktop
settings is greater than the value on the CallManager.
In order to resolve this problem, first verify the CFNA value on the
CallManager (12 seconds by default). Complete these steps:
Choose Service> Service
Parameters from the main Cisco CallManager Administration
Choose the server from the Server* drop-down
Under Services, choose Cisco
Scroll down to Forward No Answer Timeout* and note the
Figure 1: Forward No Answer Timeout
Then, check the RNA value for Agent Settings on the Cisco ICM system
with these steps:
Choose Tools > List Tools >
Agent Desk Settings List on an Admin Workstation (AW) in ICM
Figure 2: Configuration Manager
Figure 3: Agent Desk Settings List
Verify that the Ring no answer time value is less than the CFNA
value on the CallManager.
In Cisco CallManager 4.x, a new field named No Answer Ring Duration is
added for each individual line. This field is used in conjunction with Call
Forward No Answer Timer. This new field sets the timer for how long the phone
rings before it gets forwarded. Leave this setting blank to use the value that
is set in the Cisco CallManager service parameter, Forward No Answer
Complete these steps in order to set the No Answer Ring Duration value
in Cisco CallManager:
Log in to CallManager Administration.
Choose Device (see arrow A in
Figure 4: Directory Number Configuration
Choose Phone from the drop-down list (see arrow B
in Figure 4).
Find the specific phone.
Choose the specific line.
The Directory Number Configuration page is displayed (see arrow C
in Figure 4).
Change the value in the No Answer Ring Duration field (see arrow B
in Figure 5) under the Call Forward and Pickup
Settings (see arrow A in Figure 5).
Figure 5: Call Forward and Pickup