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CVP-ACD RONA vs Other calls

Auto attendant calls go through ICM scripting from a label node which doesn’t have Router Requery set and ACD calls go to the agent from a Queue to Skillgroup or Route select node that do have Router Requery set.

I would like the ACD calls to have a shorted RNA timer than the auto attendant calls.

There is a timer called RNATimeout. Is that used for both Router Requery and non-Router Requery calls? Is there a separate timer for calls that do not have Router Requery set? Is there a way to deactivate RNA for non-Router Requery calls?


Re: CVP-ACD RONA vs Other calls

Hi Anne,

If you are using IPCC 7.0 and CVP 3.0 / 3.1, all calls will follow CVP RNATimeout timer. So, both router requery and non requery calls will get affected. There has been an instance of IPCC 6.0 and CVP 3.0/3.1 where we were able to use the Desktop Settings (ADS) for ACD Calls and the rest of the calls followed Normal CVP. However that has been an anamoly. There has been other cases reported with IPCC 6.0 where all calls follow CVP RNATimeout value only. Even cisco says the same thing.

We are hoping that they will make a change to this in the near future.

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