Phone rings twice then RONA

[dudecrush]

I have a Definity G3R, Communication Manager 1. I have a ticket from an agent who complains that her phone rings twice, then it automatically RONA's and puts her into Aux. Though I haven't visually verified it, I'm pretty sure her phone is "ringing" 4x, but she only hears two rings. I can't figure out why her phone only rings twice. Her cover path allows for 4 rings, and the RONA setting on all her Skill groups is set to 4 rings. Her phone was set to single ring, which I changed to continuous. I also turned on bridged call alerting. Per-button ring-control hasn't been enabled. Beyond that, I have no other ideas.

Anyone care to take a stab as to why? WHen I spoke with her, she did say this only happens on one particular ACD queue. However, the RONA stting in that hunt group is set to 4 rings. She said this has happened 4-6x in the last month. Are the personalized ring patterns customizeable so that you only hear 2 rings? Is there a way to change this? Is there anything hunt group / vdn / vector related that could cause this?

 

[smokinjoe2938]

With out seeing how exactly the hunt group, agent etc... is set up it would be difficult to say, can you post the set ups

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[dudecrush]

I'll try to remember and do that on Monday. Everyone have a nice weekend....

 

[Stinney]

If you have CMS, have you put a trace on her agent ID? You can tell what the system thinks the number of rings are by the ring timer, approx. 4 sec per ring.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[ltw500]

I get the same reports from one of my agents. She said that on certain calls she only gets 2 rings and then it puts her phone into Aux-work. It only happens on some calls, not all of the time. I have not been able to figure out why. They are only in one skill/one hunt group.

 

[dudecrush]

Good call, Stinney. The agent trace does not show anything unusual. It shows as ringing 4 times and then a RONA as the system puts her into Aux for not answering. She swears up and down that the phone only rings briefly and then goes silent, so she misses the call. It's almost as though the software config pushed to the phone has the ringing set to abbreviated ring or silent. But it only happens sporadically and only on one particular ACD queue, so that theory doesn't hold water. I had this happen to another agent, and I had to replace her phone to fix the issue. It might simply be that this system and the phones are getting a a bit "long in the tooth", as they're 16 years old (installed in '98). It's due to be replaced with a Cisco or Shoretel box this fall.

Anyway - as promised, here are the set ups. Hopefully, they stay formatted correctly

AGENT STATION - TAB1

Extension: 2656 Lock Messages? n BCC: 0
Type: 6416D+ Security Code: TN: 1
Port: 01B1524 Coverage Path 1: 1 COR: 4
Name: JANE DOE Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 5
Data Option: none Message Lamp Ext: 2656
Speakerphone: 2-way Mute Button Enabled? y
Language: english Expansion Module? n


Media Complex Ext:
IP SoftPhone? n
Remote Office Phone? n


AGENT STATION - TAB2

FEATURE OPTIONS
LWC Reception: audix Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Restrict Last Appearance? y
Bridged Call Alerting? y Per Station CPN - Send Calling Number?
Active Stat. Ringing: cont. Audible Message Waiting? n
H.320 Conversion? n Display Client Redirection? n
Service Link Mode: as-needed Select Last Used Appearance? n
Multimedia Mode: basic Coverage After Forwarding? s
MWI Served User Type: Multimedia Early Answer? n
AUDIX Name: Audix Direct IP-IP Audio Connections? n
Automatic Moves: no IP Audio Hairpinning? n
Emergency Location Ext: 2656


AGENT LOGIN ID:

Login ID: 4656 AAS? n
Name: Doe, Jane AUDIX? n
TN: 1 LWC Reception: spe
COR: 52 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging:
Security Code: LoginID for ISDN Display? n
Direct Agent Skill: Password:
Call Handling Pref.: skill-level Password (enter again):
Auto Answer: station




SKILL GROUP - TAB1

Group Number: 2 ACD? y
Group Name: Provider Queue? y
Group Extension: 7881 Vector? y
Group Type: ucd-mia
TN: 1 MM Early Answer? n
COR: 1
Security Code:
ISDN Caller Display:

Queue Length: 50
Calls Warning Threshold: 3 Port:
Time Warning Threshold: Port:



SKILL GROUP - TAB2

Skill? y Expected Call Handling Time (sec): 180
AAS? n Acceptable Service Level (sec): 30
Measured: both
Supervisor Extension:
Controlling Adjunct: none
VuStats Objective: 01
Timed ACW Interval (sec): 140
Multiple Call Handling: none


Redirect on No Answer (rings): 4
Redirect to VDN: 8803
Forced Entry of Stroke Counts for Call WOrk Codes: n



SKILL GROUP - TAB3

Message Center: none
LWC Reception: none