Ticket Template: RONA Troubleshooting

Owned by Allen Sproul
Last updated: Aug 14, 2024
2 min read

There are two types of RONA events:

  1. RONA After Agent Ring Event

  2. Immediate RONA

IMPORTANT: RONA events are not dropped calls. The call is sent back to the front of the line in the queue to be answered by the next available agent.

RONA After Agent Ring Event

In this situation, the agent endpoint rings but for some technical or non-technical reason the agent is not able to answer the call or interaction. After the RONA timer expires, the agent will receive the standard pop up saying they have missed a call.

“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 (deafult 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)

Immediate RONA

When an agent is presented an interaction and immediately enters into a RONA state, the system might not be able to reach the agent endpoint. In this case, the agent usually receives an error message stating the system could not deliver the interaction.

In this instance, a RONA report will typically show the Activity Duration is less than 500 ms, indicating the system could not deliver the call or interaction, and the phone would not have rang either.

Data Collection

For both instances of RONA, collect the following information:

Details

Data

Details

Data

Does the end point ring or does the agent receive an error on the Agent Desktop?

Is the agent able to make and receive calls directly to and from the agent endpoint?

Are the errors specific to one agent, a team, or a whole site?

Were the agent’s DN or extension recently added

What is the percentage of call failures the agent is receiving?

Does this happen with specific area codes or all area codes?

Does this happen with specific carriers, or all carriers?

Can you recreate the issue on demand?

  • Date and Time

  • ANI

  • Session ID

  • Agent Name

  • Agent email

  • Agent DN or Extension

  • Screenshot of any error received (try to capture the full screen to see all details)

  • Download Error Report on Agent Desktop by pressing Ctrl + Shift + 2, or select agent initials in top right | Help | Download Error Report

  • RONA Report

Download RONA Report

  • Locate the RONA report located in Analyzer called “RONA Report”

  • Filter the report based on date and specific agent(s) involved

  • Export the report findings and attach to ticket request