Ring No Answer Time (RONA/RNA) Configuration In UCCE 11.6
So I’ve had a problem with RONA where agents not picking up the call would be placed in ‘Not Ready – Call Not Answered’ state and, if there are no other available agents, placed back to ‘Ready’ again. The call would loop and go back-and-forth to this agent again and again.
Here is my configuration:
Agent Desk Setting had 8 seconds configured for Ring no answer time
CVP timeout timer was set to 12 seconds
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