I have ICM 7.0 with SR4, CTIOS 7.0 with SR2.
I need to have RONA on my agent desk settings. Calls not answered within 10 seconds by agent to be pulled back by IPCC and handed to another agent.
Now, I know a separate script needs to be created and the dialed number should be associated with ccm routing client. (The CTI Route point in CCM to be associated with PGUser).
Now, with the script I created the RONA is working like it pulls back call if agent doesnt answer in 10 secs and make state as not ready, but when it comes to last available agent the call is not pulled back in 10 seconds and just keeps on ringing. Also noticed that after the caller disconnects the agent status does go to not ready. Ideally I think the call should go back to queue.
Can anybody help with a basic RONA script. I dont have my script copy to upload right now, but basically its like Start > Queue to Skill Group > Run Ext Script > End.