This document describes the steps needed to set the agent state as READY or NOT READY after Ring No-Answer (RNA) behavior and to put the call back into queue.
Cisco recommends that you have knowledge of these topics:
Cisco Unified Customer Voice Portal (CVP)
Cisco Unified Contact Center Enterprise (UCCE)
The information in this document is based on UCCE and CVP Version 10.5(3) and later.
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.
Specify Agent State after CVP RNA and Put Call Back Into Queue
In a CVP Session Initiation Protocol (SIP) comprehensive call flow environment there are primarily three timers that need to be set carefully in order to ensure proper RNA behavior.
UCCE agent desk setting timer Ring no answer time
CVP RNA timer configured on the dialed number in operations console (OAMP)