ICM 6.0 SR9 flagging answered calls with CDP of 19 (RONA)

Unanswered Question
Nov 5th, 2007

We are running

ICM6.0sr9

Callmanager 4.1(3)es90


What we are seeing is a high number of calls that have a CDP 19 (RONA).

On the Agent Desk settings we leave the "Ring no Answer" field blank and we do not apply any DN to the "Ring No Answer Dialed Number" as we do not use the RONA functionality. The Agent Desk Setting is not set to AutoAnswer.


On Callmanager, the Agent lines are set to AutoAnswer with Headset.



The Problem

What we see is that a call will be delivered to an agent and ICM will flag the call with a Call Disposition (CDP) of 19. If we check with the CDR records from the Callmanager we can see that the call was delivered to the phone and was handled for several minutes by the Agent. This is further backed up with an Agent State Trace showing the Agent in a state of TALKING for the duration of the call. The time when the Agent ends the call matchs the time of the callmanager showing the call end.


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Anonymous (not verified) Mon, 11/12/2007 - 12:44

You can refer to this bug :CSCma29776 for more information on RONA settings:

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