RONA How To? with CVP 7.0 and ICME 7.5
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.
http://docwiki.cisco.com/wiki/Transfer_and_Connect:_RONA_and_Router_Requery_Not_Working_as_Expected
Is the CVP Voice Browser Configuration Utility still used.
any help is appreciated, thanks
Found the answer in this thread:
https://supportforums.cisco.com/thread/2031366
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