Solved: RONA with CVP not causing agent to go not ready

Chad Stachowicz · ‎08-21-2008

Guys,

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 :)

Thanks

Chad

jpsweeney77 · ‎08-25-2011

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

Example settings...

Agent Desk Setting 12

CVP SIP Timer 15

CUCM Line Setting >16 or none

View solution in original post

Chris Deren · ‎08-21-2008

It should do that automatically. As you probably know with CVP the RONA is controlled by CVP not Agent Desk Setting and RONA RNA global parameter will pull the call back after specified timer, and will indeed put the agent in Not Ready.

Chris

Chad Stachowicz · ‎08-21-2008

I can confirm RONA works as suspected and goes back to queue etc etc.. but will not put the agent in not ready. The agent is staying ready..