Hello everyone,
Today I would like to share a case, which happened at our customer UCCE recently. They tried to configure Ringing On No Answer (RONA) logic in their contact center. However when they tested it, they discovered that if the agent didn't answer the call, his state didn't change to Not Ready as it should be normally. The Agent was still in Ready state, so the unanswered call returned back to the queue could reach him again. Their system was UCCE 12.5 with CVP.