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Cisco Bug: CSCvu26107 - RONA should be configured from ADS in UCCE

Last Modified

May 26, 2020

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

11.6(1)

Description (partial)

Symptom:
RONA and Unified CVP
When using the Unified CCE with the Unified CVP, the Unified ICM Router Requery function is used to take the call away from the non-answering agent and requeue it for service.

The following scenario explains the various conditions after Unified CVP RNA expires.
Agent state set is READY after CVP RNA expires when:
In Agent Desk Settings, the Ring no answer dialed number field is set to blank.
You entered a value in the Ring No Answer time field. This value must be at least 2 seconds more than timeout configured at Unified CVP for RNA Timeout.

Agent state set is NOT_READY after CVP RNA expires when:
In Agent Desk Settings, the Ring no answer dialed number field is set to blank.
You do not enter a value in the Ring No Answer time field.

RONA should be configured from ADS and next state of the agent should be mentioned in ADS

Conditions:
UCCE
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