Overview

Route On No Answer (RONA) is a mechanism within Webex Contact Center that protects customer interactions from becoming stranded when an agent does not answer or the system cannot successfully deliver the interaction.

When a RONA event occurs, the interaction is automatically removed from the agent and returned to the queue to be delivered to the next available qualified agent.

Understanding the difference between the two primary RONA scenarios is critical when troubleshooting agent delivery issues and collecting information for Cisco TAC.

Important

RONA Is Not a Dropped Call

One of the most common misconceptions about RONA is that the customer call has been disconnected.

This is not the case.

When a RONA event occurs:

• The customer remains connected.

• The interaction returns to the queue.

• The interaction is offered to another available agent.

• Queue position and routing continue normally.

RONA protects the customer experience by ensuring interactions continue to be routed even when an agent cannot accept them.

Open

Types of RONA Events

There are two primary RONA scenarios:

1. RONA After Agent Ring Event

2. Immediate RONA

Understanding which type occurred dramatically narrows the troubleshooting path.

RONA After Agent Ring Event

Description

In this scenario, the interaction successfully reaches the agent endpoint and begins ringing. However, for either technical or non-technical reasons, the agent does not answer the interaction before the configured RONA timer expires.

After the timeout period, the interaction is returned to the queue and the agent enters a RONA state.

The agent typically receives a missed-call notification on Agent Desktop.

Cisco Definition

"In this case the call via SIP protocol is able to reach the endpoint, endpoint is able to respond back with 180 Ring message, however there is no Off Hook event (200 OK) received by the system. After configured RONA time (default 18 seconds) system moves the agent into a non-responsive state. This is the case where the agent phone rings, however the agent never picks the call."

— Cisco, Troubleshoot and Understand RONA (2022)

Technical Flow

Common Causes

User-Related

• Agent away from desk

• Agent distracted

• Agent does not hear phone ringing

• Headset not worn

• Agent occupied with another task

Technical

• Audio device issues

• Ring notification issues

• Endpoint hardware problems

• Softphone notification failures

• Delayed user response

Agent Experience

The agent typically observes:

• Phone rings

• Incoming interaction notification appears

• Interaction is not answered

• RONA pop-up appears

• Agent state changes to RONA or Idle

Immediate RONA

Description

Immediate RONA occurs when Webex Contact Center cannot successfully deliver the interaction to the agent endpoint.

Unlike the previous scenario, the endpoint typically never rings.

The interaction is immediately returned to the queue and the agent enters a RONA state.

An error message is commonly displayed on Agent Desktop.

Technical Flow

Common Causes

Agent Configuration Issues

• Invalid dial number

• Invalid extension

• Incorrect station credentials

• Incorrect login option selected

Endpoint Issues

• Endpoint not registered

• Webex Calling registration failure

• CUCM registration failure

• WebRTC disconnected

Network Issues

• Connectivity failures

• DNS failures

• Firewall restrictions

• Routing issues

System Issues

• Calling platform mismatch

• Temporary service disruptions

• Device provisioning issues

Analyzer Characteristics

Immediate RONA events typically show:

This indicates the system was unable to deliver the interaction to the endpoint.

In most cases:

• The phone never rings.

• No user interaction occurs.

• The interaction immediately returns to the queue.

Determining Which RONA Type Occurred

The fastest troubleshooting question is:

Did the Endpoint Ring?

Yes

The endpoint rang.

Likely:

No

The endpoint never rang.

Likely:

This simple distinction often determines the troubleshooting path immediately.

Data Collection Checklist

For both RONA scenarios, gather the following information before opening a Cisco TAC case.

Environment Information

Scope

Determine whether the issue affects:

• Single Agent

• Multiple Agents

• Entire Team

• Entire Queue

• Entire Site

• Entire Tenant

Agent Information

Collect:

• Agent Name

• Agent Email Address

• Agent DN

• Agent Extension

• Endpoint Type

Examples:

• Webex Calling

• WebRTC

• Cisco IP Phone

• CUCM Endpoint

Call Information

Collect:

• Date

• Time

• Time Zone

• ANI

• Session ID

• Queue Name

Error Information

Capture:

• Full screenshot

• Agent Desktop error messages

• Tracking IDs

• RONA notifications

Whenever possible:

• Capture the entire desktop screen

• Include timestamps

Error Report

Download the Agent Desktop Error Report.

Method 1

Press:

Method 2

Navigate to:

Attach the report to any TAC case.

Investigation Questions

Use the following questions during troubleshooting.

Endpoint Verification

• Does the endpoint ring?

• Does the agent receive an error?

• Can the agent place outbound calls?

• Can the agent receive direct inbound calls?

Scope Verification

• One agent or multiple agents?

• One team or multiple teams?

• One site or multiple sites?

Configuration Verification

• Was the DN recently added?

• Was the extension recently added?

• Was a configuration recently changed?

Call Pattern Verification

• Does it occur with all calls?

• Does it occur with specific area codes?

• Does it occur with specific carriers?

• Does it occur at specific times?

Reproduction Verification

• Can the issue be reproduced on demand?

• Does it occur intermittently?

RONA Report Investigation

Analyzer includes a built-in report designed specifically for RONA analysis.

Running the RONA Report

Step 1

Open:

Step 2

Locate:

Step 3

Apply filters:

• Date Range

• Agent Name

• Queue

• Team

• Site

Step 4

Review:

• Activity Duration

• Agent Events

• Queue Information

• RONA Occurrences

Step 5

Export findings.

Attach the exported report to the TAC case.

Best Practices

• Always determine whether the endpoint rang.

• Collect Session IDs whenever possible.

• Gather screenshots immediately after the failure.

• Download Error Reports before agents log out.

• Review the RONA Report in Analyzer.

• Validate station credentials during login.

• Verify endpoint registration status.

• Verify WebRTC connectivity if applicable.

Cisco TAC Tip

The fastest way to classify a RONA event is determining whether the endpoint actually rang.

Phone Rings

Phone Never Rings

This distinction often identifies the correct troubleshooting path before any log collection begins.

Summary

RONA events are designed to protect customer interactions by returning unanswered interactions back to the queue. Understanding whether the interaction reached the endpoint or failed during delivery is the key first step in troubleshooting. Proper collection of Session IDs, Error Reports, screenshots, and Analyzer RONA Reports significantly accelerates root cause analysis and resolution.