Some Calls go to RONA After Short Ring Duration

[Fonegurl]

One of the teams in our call center take calls for approximately 20 different skills. Each skill has 5 RONA rings and each skill also has 3 second automatic ACW. This team is the only one in our center set up this way, and the only team having problems. None of the other teams who use RONA have auto ACW programmed in their skills. This team experiences random occurrences of the phone ringing 2 times, sometimes only 1 time, then going into AUX. Or they may see the call on the screen but can't answer fast enough to catch it before it RONAs. These occurrences don't always show up on RONA exception reports in CMS either. The agents all use the Avaya one-X Agent soft phone, and our switch is CM 4.1.2. The team consists of 95 agents, most of which are highly conscientious about their work ethic, and all are held to high KBIs.

We have engaged our support vendor, an Avaya partner, who has helped us work with the agents having the most problems, and we still can't find a solution. We've tried changing the service link mode in the station to Permanent instead of As-needed on one or two of the worst cases, but it didn't really help. Most of these agents are remote and scattered across the country but all have good high speed internet service and all use a wired connection to their home service, although I did have one guy recently who said he's tried wired and wireless connections and found fewer problems when wireless.

Any ideas out there??

This has become one never ending game of Whack-a-Mole!

 

[joe2938]

If you disable the 3 second aux timer, does this correct the issue?

 

[Fonegurl]

We haven't tried that yet, because it would require taking it off of 20 plus skills, and we shouldn't have to go there. If an agent is in ACW, calls won't come to them, and this problem occurs when they're available and waiting for a call. The system see them as available, sends them a call and then the problem starts. But as I mentioned, it's random. It may happen to one agent multiple times in a day, then not again for another week. Or it may happen to the same agent once in a while.