Cisco Cisco Unified Customer Voice Portal 10.0(1) Guía Para Resolver Problemas
Contents
Introduction
Prerequisites
Requirements
Components Used
Problem: Retain Agent State as READY after CVP RONA
Solution
Introduction
This document describes the steps needed to retain the agent state as READY after Redirect on
No-Answer (RONA) behavior.
No-Answer (RONA) behavior.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
Cisco Unified Customer Voice Portal (CVP)
●
Cisco Unified Contact Center Enterprise (UCCE)
●
Components Used
The information in this document is based on UCCE and CVP version 9.0(X) and above.
The information in this document was created from the devices in a specific lab environment. All of
the devices used in this document started with a cleared (default) configuration. If your network is
live, make sure that you understand the potential impact of any command.
the devices used in this document started with a cleared (default) configuration. If your network is
live, make sure that you understand the potential impact of any command.
Problem: Retain Agent State as READY after CVP RONA
In a CVP Session Initiation Protocol (SIP) comprehensive call flow environment there are primarily
three timers that needs to be set carefully to ensure proper RONA behavior.
three timers that needs to be set carefully to ensure proper RONA behavior.
UCCE agent desk setting timer
●
CVP RONA timer configured on the dialed number in operations console (OAMP)
●
Cisco Unified Communications Manager (CUCM) call forward timer
●
The recommended configuration as outlined in this document states to have the timer logic set in
this manner
this manner
Agent Desktop Timer < CVP Invite Timeout < CUCM call forward timer