This document provides a sample configuration for Ring No Answer (RONA) in a Cisco Unified Customer Voice Portal (CVP) environment with Session Initiation Protocol (SIP).
There are no specific requirements for this document.
This document is not restricted to specific software and hardware versions.
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.
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The RONA function ensures that when an agent does not answer a call, for example because he walked away from his desk and did not make himself not ready, the call is taken away after it rings for a configurable number of seconds, is presented to another agent or put back in queue, and the agent is put in not ready state.
When CCE is used with CVP, Cisco CallManager does not control the queuing platform (CVP) and can therefore not send the call back to the CVP to be re-queued. Instead the CVP controls the call and needs to take action.
The solution is to use the RONA function only to make the agent unavailable when he does not answer the call and use the ICM Router Requery function to take the call away from the agent who does not answer.
Complete these steps:
In the ICM Script Editor, open the applicable script, and enable router requery on the Queue to Skill Group node.
Under the Agent Desk Settings configuration, set the Ring No Answer Time to the maximum time you want to allow the agent to answer the call. For example, set this to eight seconds to give the agent two rings before the call is rerouted through RONA. This timer must be shorter than the no answer time-out for router requery. See step 4.
Use the DN Pattern Outbound Invite Timeout option in the CVP Operations Console's SIP Service configuration tab in order to add the expiration timeout for a particular dialed number pattern.
Ensure that the No Answer Ring Duration on the DN in Cisco Unified Communications Manager is set to a value higher than the Cisco Unified Customer Voice Portal timeout timer. The default for this in Cisco Unified Communications Manager 7.0 is 20 seconds.
The timer hierarchy for these three settings looks like this:
Agent Desktop < CVP Invite Timeout < Cisco Unified Communications Manager CFW Example: 10 seconds < 12 secs < 20 seconds CFW
There is currently no verification procedure available for this configuration.
There is currently no troubleshooting procedure available for this configuration.
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