SIP Avaya Agent Crashes, RONA does not work (Auto-Agent)

[cgogan13]

Hi,

We have an issue that I'm hoping someone has an answer for. we recently switched everyone over to Avaya Agent in SIP mode and a new issue has cropped up. One of our call centers uses Auto Answer. when someone's Avaya Agent crashes, SM doesn't recognize that they are down (a known issue I guess) and so the ACD still sends them calls. RONA redirects the call back to the queue but does not put them in AUX. we have also tried ROIF but that doesn't work either. Is there something else we can try? I can't believe there is no solution to this issue.

Our SIP Registration Expiration Timer is set to 3600 seconds, so for 30 minutes calls keep getting bounced to and from the agent. we have also tried force unregistering them in SM but that does not work either.

Thanks

 

[kyle555]

Checkout ROOF - Redirect on OPTIM Failure, not ROIF - that's for H323

 

[cgogan13]

Hi Kyle555. I'm looking for where to administer ROOF an the only documentation I can find says to admin the AUX code in System Features (it's already there), and to add it on a trunk group form for extension-to-cellular. Where do I administer it for the agents/hunt group etc?

 

[kyle555]

https://support.avaya.com/resources...S/306000/SOLN306115/en_US/CallCenterElite.pdf

Something in the hunt group, but it says it just requeues the call if blank.
Says to administer it, you do it on the hunt group, the trunk, and the aux code you found.