Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin S on January 22, 2015, 10:25:08 PM

Title: RONA not working after ISCC transfer
Post by: Kevin S on January 22, 2015, 10:25:08 PM: I'm dealing with an issue that has me scratching my head.

I'm trying to set up RONA on multiple Alcatel switches, URS v8.1, TServers 8.1

If the call stays on the local switch, the RONA functionality works fine.

However, if a call originates on Switch A and targets an agent on Switch B, the call will ring on the agent's phone, but if the agent does not pick up, the call remains ringing on that phone indefinitely - the RONA logic on Switch A doesn't kick in, nor does the logic on Switch B.

It's currently set on the TServers for A and B, and as indicated, it works as expected as long as the call stays on A or on B.

I tried to set it at the Agent ID of the targeted agent (on B), but it still did not have an impact.

I believe I'm overlooking something relatively straight forward. Any suggestions on what to try?
Title: Re: RONA not working after ISCC transfer
Post by: Kubig on January 23, 2015, 11:43:10 AM: On what object level have you configured RONA? Any logs covering the problem?
Title: Re: RONA not working after ISCC transfer
Post by: Kevin S on January 23, 2015, 05:34:42 PM: RONA is configured at the TServer application level.

agent-no-answer-action=notready
agent-no-answer-overflow= (switch specific RP)
agent-no-answer-timeout=14
extn-no-answer-overflow=
extn-no-answer-timeout=15

Unable to supply logs without extensive scrubbing of client data.
Title: Re: RONA not working after ISCC transfer
Post by: jamesmurphyau on January 24, 2015, 08:11:37 AM: What ISCC route type are you using?

Is the call arriving at Site B as a business call (extension data BusinessCall = 1 I think) - if it's ISCC direct it might not be (if that's the case you can redefine 'inbound-bsns-calls' or use 'nas-private')
Title: Re: RONA not working after ISCC transfer
Post by: Grand_Master on January 28, 2015, 10:40:33 PM: Use extensionupdate in your strategy for NO_ANSWER_ACTION and _TIMEOUT rather than at Tserver level.