I need some help determining how to do RONA when running CVP 7.0.
We are running ICME 7.5 and CVP 7.0
We use SIP from the ingress gateway to the CVP
call server when the call comes in.
The ICME 7.5 install and config states that for the Agent Desktop Settings:
Ring No Answer Number: Enter the ICM DN associated with the ICM routing script that youwant to use to reroute a call that an agent has not answered. If you are deploying Unified CVP,leave this field blank.
We always had a Dialed Number in the RNA so call swould get rerouted to our RNA ICM script and routed to the intended skill group.
The guide also talks about a "No Answer Timeout for Router Requery" setting in CVP, how? where? in 7.0?
I also found a reference to that setting in the cisco wiki (link below) excerpt below:
Check the RONA timers and reconfigure times. There are three system timers that affect RONA behavior:
Unified CVP - In VBAdmin, use SetRNATimeout to specify the number of seconds that the agent phone should ring before the call is taken away from the agent. This timeout must be longer than the Ring no Answer timeout set in the Agent Desktop settings. Use ShowRNATimeout to display the current timeout value. You must restart the Voice Browser for a setting change to take effect.
Agent Desktop settings - set from ICM Configuration->Enterprise->Agent DeskSettings->Ring no Answer Time. Ring no Answer Dialed Number must not be set. Set the timeout to the maximum time for the agent to answer a call, for example 2 rings = 8 seconds. This timer value should be set to a shorter time than the CVP RNATimeout.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
[toc:faq]CUCM Database Replication is an area in which Cisco customers
and partners have asked for more in-depth training in being able to
properly assess a replication problem and potentially resolve an issue
without involving TAC. This document discusse...