We currently have a IPCC system (CM 3.1(3a) and ICM 4.6.1) and am trying to find how to configure the settings for Ring No Answer. I have found a lot of info on the subject for ICD but nothing for ICM specifically, the reason for this is that we may have a case where an agent would be logged on and in a ready state but not actually at their desk. Therefore if the call is not picked up after a set ring/time the call is then taken back into the queue.
You should also be sure that the routing client for the RONA transaction is consistent...meaning, if you are not translation routing from CM to the IPIVR for your treatment, then the IPIVR is the RC; the RONA transaction would appear to the ICM as a CallManager RC, so you need to watch how the ICM is configured in that particular case.
If you Xrte from CM to the VRU, this problem goes away...but Xrte to VRU in IPCC is a maddeningly difficult thing to configure. YMMV.
I have 4.6.2 and have set up the ring no answer time and the ring no answer dn in agent desktop settings but it still doesn't seem to be working. When a call goes to an agent and he doesn't answer, it just keeps ringing...when the caller finally hangs up, the agent is made not ready. If the agent answers the call after the ring no answer timeout, the call is handled normally and the agent state is not changed.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...