- Silver, 250 points or more
In CVP I want RONA to act like ti does when Agent Desk Settings control the RONA. Is there any way with CVP to control the RONA taking an agent to Not Ready? Thats what I want :)
The ICM has to place the agent into the Not Ready state. This happens via the Agent Desk Setting RONA timer. Although in CVP you don't redirect the RONA call to a Dialed Number like you would in an IP-IVR environment. Once the Agent Desk Setting RONA Timer is hit the agent is thrown Not Ready. The CVP RONA will then invoke causing the call to requery, assuming this has been enabled in your Queue To Skill node.
Order of precedence for RONA in CVP environement.
Agent Desk Setting>CVP Timer>CUCM Line Setting for RNA
Agent Desk Setting 12
CVP SIP Timer 15
CUCM Line Setting >16 or none