I m implementing the CVP solution, everything is working fine except the RONA (Ring on non Answer).
I mean RONA are working only if the agents are using the AgentDeskSetting For CVP calls (without a ring no answer dialed number set).
But in my case, most of the agents have a "regular" Agent Desk Settings" with a 'ring no answer dialed number'. (CVP is installed for the multisite, Original installation was CCM,ICM and IP-IVR)
So I m wondering how can you treat the RONA CVP calls on the agents with a regular 'ADS', these Agents are handling mostly standard calls (IP-IVR, CCM, ICM) and also the calls coming from the multisites handled by CVP (GW, AS, VB).
Cisco Documentation :When using IPCC with CVP as a queuing point and routing client, Re-route On No Answer needs to be
configured differently than when using it with IP-IVR. The difference is caused by the fact that when
using IP-IVR the call control is with CallManager whereas, with CVP, the call control is with CVP.
note : IP-IVR and IP CallManager do not support Target Requery.
So how can you mix RONA CVP Calls with RONA IP-IVR calls.
Do you have any idea guys?
Note : I performed some tests, I found a partial solution but the problem is, the trick doesnt put my Agent in the not Ready State.
Documentation says : When usingCVP, set RNATimeout to the desired number of seconds that
the agent phone should ring before being taken away. This would probably be less than 15 seconds
(4 rings), perhaps 10s. In any case, this timeout must be longer than the Re-route On No Answer
timeout set in the Agent Desk Settings.
In my solution I put the VB setRNATimeout lower than the ADS value. In this configuration, the ring no anwser Dialed number, doesnt disturb me. But as I said, the agent still remain in Ready mode.
CCM : 4.0
IPIVR(CRS) : 3.5.2
CVP : 3.0