RONA Problem?

Answered Question
Feb 19th, 2009

We had a report of a call queuing for 1500 seconds with agents available in that skill group.


After looking through the CDR, we see the call took a RONA path, then requeued for the agents. Although there were agents available, the call still queued. I initially thought it would have been a prioritization issue, but that wouldn't make sense with the available agents.


Any thoughts on what could cause a RONA call to act this way?

Correct Answer by adignan about 8 years 5 days ago

Could you post your scripts, or compare your script Select Resource configuration vs. this link:


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml


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eric_tanney Fri, 02/20/2009 - 07:55

We actually found the issue last night and it was a problem with 1 skill type and the way calls were coming into it.


Thanks for your help, that is a very useful link!

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