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Ring No Answer not working In ICM6.0

Dear All,

We have ICM6.0 with Call manager 4.2. The agent Ring No Answer not working, please any one throw some input on this issue...

Following option has been checked:

1. IN ICM  Agent desksettings, agnet no answer ring time is 12 Sec and call manager extension No Answer Ring Duration is 20sec.(the number of rings is less than the Redirect time set on the Call Manager)

2. http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a008014dfd9.shtml#fig4   - we have compared all this setting as per the Cisco

3. The PG logs below shows after 12sec:

19:28:34 Trace: TelephonyDriver:Login IP address   Login Device ID 1217 Device Target IP address 1217

19:28:53 Trace: TelephonyDriver:Login IP address   Login Device ID 2536 Device Target IP address 2536

19:29:06 Trace: ApplicationProtocol::RecvConnectionClearedEventMsg:  could not find client stack for device target. DevTgDevStr: 001

19:29:06 Trace: RPJ AgentID=60089, Inst=36218276

19:29:22 Trace: TelephonyDriver::ProcessRingTimeout: Agent failed to answer alerting line. AgentID=60089 DeviceNetworkTargetID=5060

19:43:38 Trace: TelephonyDriver:Login IP address   Login Device ID 1217 Device Target IP address 1217

19:44:12 Trace: ApplicationProtocol::RecvConnectionClearedEventMsg:  could not find client stack for device target. DevTgDevStr: 001

19:44:12 Trace: RPJ AgentID=60089, Inst=36164620

19:44:28 Trace: TelephonyDriver::ProcessRingTimeout: Agent failed to answer alerting line. AgentID=60089 DeviceNetworkTargetID=5060

Thanks & Regards,

Naveen.S


2 ACCEPTED SOLUTIONS

Accepted Solutions

Ring No Answer not working In ICM6.0

So this means that your Agent Desk Settings have been configured for 12 seconds RONA timer and that part is working ok. If you expect something to happen at this stage you'll need to also configure a RONA Call Type in the Agent Desk Settings and make sure that that Call Type has a script attached that will return a label either for another agent or for your IVR.

Cheers,

Kris

Green

Ring No Answer not working In ICM6.0

As Kris says, all that setting does is make the agent not ready, which is a good thing and needs to happen before you send the call elsewhere. If you are using CVP you need to configure CVP to time out the call a second or so later, and institute Router Requery on the Queue to Skill Group node to put the call back in.

(You did not say whether you had IPIVR or CVP)

Regards,

Geoff

5 REPLIES

Ring No Answer not working In ICM6.0

Strange, was this working before?

Ring No Answer not working In ICM6.0

So this means that your Agent Desk Settings have been configured for 12 seconds RONA timer and that part is working ok. If you expect something to happen at this stage you'll need to also configure a RONA Call Type in the Agent Desk Settings and make sure that that Call Type has a script attached that will return a label either for another agent or for your IVR.

Cheers,

Kris

Green

Ring No Answer not working In ICM6.0

As Kris says, all that setting does is make the agent not ready, which is a good thing and needs to happen before you send the call elsewhere. If you are using CVP you need to configure CVP to time out the call a second or so later, and institute Router Requery on the Queue to Skill Group node to put the call back in.

(You did not say whether you had IPIVR or CVP)

Regards,

Geoff

Ring No Answer not working In ICM6.0

Hi Geoff,

sorry i forget to add.. we are using IPIVR.

Thanks & Regards,

Naveen.S

Ring No Answer not working In ICM6.0

Hi  Kris / Geoff,

Thanks a lot your help on this... Yes its worked one we have configured the RONA Call Type in the Agent Desk Settings and mapped that Call Type to script attached that .. Its working fine...

Thanks & Regards,

Naveen.S

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