cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
943
Views
0
Helpful
6
Replies

Cisco ICM 7.1(x): issue with queue and last agent?

raziel78kain
Level 2
Level 2

Hello,

we have a Cisco ICM 7.1(x).

We have configured a script that resembles to the one that you can find in this document:

https://supportforums.cisco.com/docs/DOC-1101

We have this issue: suppose that we have 3 agents in "Ready" in the Skill Group.

When a call arrives, a first agent phone rings; if it doesn't answer, after its RONA it goes in "Not Ready", and the call is redirected again to the number of the service handled by this script.

Then, a second agent phone rings; if it doesn't answer, after its RONA it goes in "Not Ready", and the call is redirected again to the number of the service.

At this point, a third and last agent phone rings; here we have the issue: if it doesn't answer, after its RONA nothing happens.

We expected to hear the music on hold of the queue contained in the external script; instead, the call is forwarded based on the forward no answer configured on the third phone.

What's wrong?

TIA and regards.

1 Accepted Solution

Accepted Solutions

Chris Deren
Hall of Fame
Hall of Fame

Why does the phone have forward no answer set on the DN? ACD lines should not have RNA set, if you absolutely need to have than then you need to ensure the RNA on the DN or if not set there global ring no answer timer on CUCM is longer than the RNA timer on ICM agent desk setting and CVP (if CVP deployment).

HTH, please rate all useful posts!

Chris

View solution in original post

6 Replies 6

Chris Deren
Hall of Fame
Hall of Fame

Why does the phone have forward no answer set on the DN? ACD lines should not have RNA set, if you absolutely need to have than then you need to ensure the RNA on the DN or if not set there global ring no answer timer on CUCM is longer than the RNA timer on ICM agent desk setting and CVP (if CVP deployment).

HTH, please rate all useful posts!

Chris

Dear Chris,

sorry, but I have wrongly clicked on "correct answer"... Unfortunately yours isn't the "correct answer"! :-P

I confirm that the 3 forward no answer timers configured for the phones on CUCM are longer than the RNA timers on ICM agent desk settings.

In fact, for the first 2 iterations of the script (script -> agent -> script -> agent -> script), ICM RONA correctly "prevails" on CUCM "Forward No Answer".

The problem seems to be always in the last iteration (script -> agent -> FNA?!), after which we expected to get the call in queue, and all the agents in "Not Ready"; instead the call is passed definitively to the phone, so FNA is used...

Regards.

Does this happen regardless of which agent is the last agent?  Does this happen with only two agents in ready state, how about just 1 agent?

david

David,

yes, it happens regardless of which agent is the last agent, and it happens with only one or two agents in ready state.

Regards.

Also, just to test can you remove ring no answer forwarding from the phone compltely and see if call is still forwarded?

Can you post a screen shot of your ICM script with monitoring on to see where the call is ending up?

Chris

Hello,

it seems that modifiying somehow every agent (even by checking any parameter, saving, unchecking the same parameter and saving again) has solved the issue!

It's very strange...

Regards.

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: