I have sometimes problems for a customer of mine when it comes to RONA calls. This specific customer has the RONA setting to 18 seconds before it goes back into the script and looks for next availabel agent. Now and then some of the agents does not become NOT READY if they choose to not answer the call. The call itself goes into the RONA script and searches for next available agent as it should.
Sometimes the agents if being set to NOT READY and i cannot find any similiarity between these inciednts.
It's the same ip phones 7962, using cucm 6.x and IPCC 7.2.5. All scripts is the same both in ivr ans icm. What could cause this issue? No other customer have reported this bahaviour ecept this customer and i have 17 of them. All in the same cluster etc. Any ideas?