Rona not working when being transferred out of CMM

Doc ID		SOLN260402
Version:		1.0
Status:		Published
Published date:		30 Mar 2015

Author:

Bryan Case

Details

RONA not working for calls coming off CMM to VDN. When call VDN directly RONA works.
The issue only happens when an agent fails to answer a call coming out of CMM when a caller presses 0. RONA does not work.Call comes in on 800 number, caller hits vect 40, dials an agent ID 5802, goes to CMM (SIP) via coverage, presses 0, routes to vector 13, call is pulled back to a message from their carrier "please try your call later". RONA does work when dialing the VDN directly and not coming off of CMM.Changed from Intuity to CMM SIP Integration in June

CM release R6-00.1.510.1-21061

Problem Clarification

Called from 8664628292

1) Dial local call flow: 704-596-9438
2) Dialed Agent ID 5803
3) Agent 5803 let it roll to VM
4) When caller hears VM announcement, caller presses zero to go to the queue
5) Put 5803 in Aux Works
6) Call is redirected to call flow and call is delivered to Agent 5802
7) Make Agent 5803 available again
8) Agent 5802 does not answer and lets it roll back to call flow
9) The caller gets a message of “If you would like to make a call, please hang up and try again” from the CO provider

Cause

Programming is incorrect on VDN in Communication Manager

CM consider the call as direct agent call. The reason this happens because vector 40 (vdn 3730) did a “route-to digits” steps to get to hunt group 50, which CM consider as direct agent call,

Solution

In order to make it work, in the vector, you need to do “queue-to xxx” step, and then make the VDN to queue to the skill of the agents.

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