Introdução
Este original descreve a configuração de CVP RONA.
Pré-requisitos
Requisitos
A Cisco recomenda que você tenha conhecimento destes tópicos:
- Editor de script ICM
- Fluxo de chamadas detalhado CVP
A informação neste documento é baseada em CVP 10.5.
As informações neste documento foram criadas a partir de dispositivos em um ambiente de laboratório específico. Todos os dispositivos utilizados neste documento foram iniciados com uma configuração (padrão) inicial. Se a sua rede estiver ativa, certifique-se de que entende o impacto potencial de qualquer comando.
Configuração
Exemplo de configuração CVP RONA:
![](/c/dam/en/us/support/docs/customer-collaboration/unified-customer-voice-portal/200742-Configuration-of-Cisco-Unified-Customer-00.png)
Note: Em um cenário de vida real você aumenta a prioridade (nó da prioridade de fila) para o atendimento de RONA'ed (estado de Requery de 3) à direita da fila ao nó do grupo de habilidades.
![](/c/dam/en/us/support/docs/customer-collaboration/unified-customer-voice-portal/200742-Configuration-of-Cisco-Unified-Customer-01.png)
Logs
1014: 10.48.52.114: Aug 19 2015 08:00:08.677 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-483-SIP-7271} CALLGUID = 898D530000010000000000052A2F300A LEGID = 898D530000010000000000052A2F300A-143996400867730 - [OUTBOUND]: INVITE TO <sip:1001@cucm.mpagacz.local;transport=tcp> FROM 1003 <sip:1003@10.48.52.114:5060> EXPIRES[12] 100REL[Unsupported]
1012: 10.48.52.114: Aug 19 2015 08:00:08.677 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-483-SIP-7271} RONA matched 1001 to TimeoutMatcher: patterns like 1> will use RONA of 12
Note: O mensagem de cancelamento falta no log se a pilha do SORVO de DynamicSoft não é permitida.
1019: 10.48.52.114: Aug 19 2015 08:00:20.751 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=DIALOG_CALLBACK.10} CALLGUID = 898D530000010000000000052A2F300A LEGID = 898D530000010000000000052A2F300A-143996400867730 - [OUTBOUND] - DsSipInviteDialog - <sip:1001@cucm.mpagacz.local;transport=tcp>;tag=12868~2cbe41d3-abc7-445a-80dc-5c5aa0183504-21359299 - 1 REJECTED WITH 487 - Request Terminated
1103: 10.48.52.114: Aug 19 2015 08:00:31.437 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-523-SIP-7289} CALLGUID = 898D530000010000000000052A2F300A LEGID = 898D530000010000000000052A2F300A-143996403143734 - [OUTBOUND]: INVITE TO <sip:1001@cucm.mpagacz.local;transport=tcp> FROM 1003 <sip:1003@10.48.52.114:5060> EXPIRES[12] 100REL[Unsupported]
1122: 10.48.52.114: Aug 19 2015 08:00:34.323 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-1-SIP-7296} CALLGUID = 898D530000010000000000052A2F300A LEGID = 898D530000010000000000052A2F300A-143996403143734 - [OUTBOUND]: Acked the invite.
1131: 10.48.52.114: Aug 19 2015 08:00:43.746 +0200: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-16-SIP-7298} CALLGUID = 898D530000010000000000052A2F300A LEGID = 4C536E9D-456B11E5-AAB9925E-21C1F61E - [INBOUND]: Terminated with Q.850;cause=16
Note: [INBOUND] ou [OUTBOUND]: “Terminado com Q.850;cause=16” depende do partido que pendurou acima.
Se a pilha do SORVO de DynamicSoft é permitida:
61430: 10.48.52.114: Aug 19 2015 08:00:08.677 +0200: %_Connection-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Connection: Sending Message (NB): INVITE sip:1001@cucm.mpagacz.local;transport=tcp SIP/2.0
Via: SIP/2.0/TCP 10.48.52.114:5060;branch=z9hG4bKEVEl2Ph9elc3OUAEfEUWtw~~34931
To: <sip:1001@cucm.mpagacz.local;transport=tcp>
From: 1003 <sip:1003@10.48.52.114:5060>;tag=dsd3ec56bf
Call-ID: 898D530000010000000000052A2F300A-143996400867730@10.48.52.114
CSeq: 1 INVITE
Expires: 12
61508: 10.48.52.114: Aug 19 2015 08:00:20.689 +0200: %_Connection-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Connection: Sending Message (NB): CANCEL sip:1001@cucm.mpagacz.local;transport=tcp SIP/2.0
Via: SIP/2.0/TCP 10.48.52.114:5060;branch=z9hG4bKEVEl2Ph9elc3OUAEfEUWtw~~34931
To: <sip:1001@cucm.mpagacz.local;transport=tcp>
From: 1003 <sip:1003@10.48.52.114:5060>;tag=dsd3ec56bf
Call-ID: 898D530000010000000000052A2F300A-143996400867730@10.48.52.114
CSeq: 1 CANCEL
61527: 10.48.52.114: Aug 19 2015 08:00:20.736 +0200: %_Connection-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Connection: Composed Message:
SIP/2.0 487 Request Cancelled
Via: SIP/2.0/TCP 10.48.52.114:5060;branch=z9hG4bKEVEl2Ph9elc3OUAEfEUWtw~~34931
From: 1003 <sip:1003@10.48.52.114:5060>;tag=dsd3ec56bf
To: <sip:1001@cucm.mpagacz.local;transport=tcp>;tag=12868~2cbe41d3-abc7-445a-80dc-5c5aa0183504-21359299
Call-ID: 898D530000010000000000052A2F300A-143996400867730@10.48.52.114
CSeq: 1 INVITE
Depois que o CVP RNATimeout expira, o VRU envia um EventReport w/NoAnswer ao roteador:
08:00:21:862 PG1A-pim3 Trace: VRU->PG:EVENT_REPORT(16 bytes):DID=23 SendSeq#=3 EventCode=NoAnswer(3).
08:00:21:862 PG1A-pim3 Trace: ToRouter_ReRouteReq:REROUTE_REQ RCID=5004 PID=5000 GrpDelKey=0 Reason=3.
08:00:21:706 ra-rtr Trace: (23 24 27 : 0 0) ReRoute: Reason=3 CallState=15..
Temporizador RONA ajustado quando o atendimento chegar e cancelou quando o atendimento estiver respondido:
08:00:10:012 PG1A-pim1 Trace: ScheduleAgentTimer: type = agentTImerRingTimeout, seconds = 10, callback = 16787226.
08:00:21:850 PG1A-pim1 Trace: CancelAgentTimer: type = agentTImerRingTimeout.
Se o RNA se apaga:
08:00:19:996 PG1A-pim1 Trace: ProcessRingTimeout: Agent failed to answer alerting line. AgentID=1 DeviceNetworkTargetID=100003 NumAcdCalls: 0.
Relatórios
Fluxo de chamadas detalhado (RCK=201) contra o fluxo de chamadas detalhado w/RONA (RCK=202)
RouterCallKey do DateTime
----------------------- -------------
2015-08-19 07:54:32.180 201
2015-08-19 08:00:35.187 202
(2 fileiras afetadas)
RouterCallKey do DateTime por. CallDispositionFlag da Disposição de chamada DNIS
----------------------- ------------- ---- ----------- --------------- -------------------
2015-08-19 07:54:26.247 201 CVP 8888888888 13 1
2015-08-19 07:54:36.247 201 CUCM 1001 13 1
2015-08-19 07:54:38.247 201 CVP 3102 52 1
2015-08-19 08:00:09.260 202 CVP 8888888888 13 1
2015-08-19 08:00:21.760 202 CUCM 1001 19 6
2015-08-19 08:00:32.260 202 CVP 8888888888 13 1
2015-08-19 08:00:42.760 202 CUCM 1001 13 1
2015-08-19 08:00:44.760 202 CVP 3102 52 1
(8 fileiras afetadas)
Desvios
O alvo Requery desabilitado, roteador de chamada responde imediatamente com liberação para EventReport w/NoAnswer e CVP pendura acima o atendimento:
10:17:47:505 PG1A-pim3 Trace: VRU->PG:EVENT_REPORT(16 bytes):DID=31 SendSeq#=3 EventCode=NoAnswer(3).
10:17:47:509 PG1A-pim3 Trace: PG->VRU:RELEASE(16 bytes):DID=31 SendSeq#=3 Cause=1.
10:17:47:511 PG1A-pim3 Trace: VRU->PG:EVENT_REPORT(22 bytes):DID=31 SendSeq#=4 EventCode=Disconnect(6) CauseCode=NormalComplete(1).
Defeitos conhecidos
Retenha o estado de agente como pronto após CVP RONA: CSCuc72315 e CSCuq74727