I need to have RONA on my agent desk settings. Calls not answered within 10 seconds by agent to be pulled back by IPCC and handed to another agent.
Now, I know a separate script needs to be created and the dialed number should be associated with ccm routing client. (The CTI Route point in CCM to be associated with PGUser).
Now, with the script I created the RONA is working like it pulls back call if agent doesnt answer in 10 secs and make state as not ready, but when it comes to last available agent the call is not pulled back in 10 seconds and just keeps on ringing. Also noticed that after the caller disconnects the agent status does go to not ready. Ideally I think the call should go back to queue.
Can anybody help with a basic RONA script. I dont have my script copy to upload right now, but basically its like Start > Queue to Skill Group > Run Ext Script > End.
When a call arrives, it should be on a route point that's owned by the ICM PG JTAPI user and that triggers a route request on that PG.dialed_number, starting your script.
I guess you have that route point owned by the IPIVR JTAPI user and it's running an application, and then you post route.
If you first start on the CallManager, you can check which IP IVR PG is on-line (I assume you have more than 1) and do a trans route to the correct one. If you are clever you can load balance, but you have to be careful about the IVR port licences.
With this method, since the call started off under the control of the CallManager PG, RONA will be a piece of cake.
Just look at the cisco documents on scripting - it's all there.
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