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Feedback?Contributed by Anuj Bhatia and Bhushan Suresh, Cisco TAC Engineers.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- Webex Contact Center (WxCC) 2.0
Components Used
The information in this document is based on these software versions:
- WxCC 2.0
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
Overview
In general, agents can use PSTN numbers, extensions that are registered to Webex Calling infrastructure, or these Call Manager cluster to accept calls. Based on the type of extension agent used, the right option to enter a dial number during the logging process is important to avoid RONA situations. The following section explains the different options involved in the login process.
Agents with PSTN numbers
If agents use PSTN numbers to accept the calls during the login process in the station credentials tab, one must ensure these options are correctly opted:
- Dial Number must be selected,
- The "International Dialing Format" box must be checked,
- Correct country code must be selected along with PSTN format number, for example, US PSTN number format is "[Area Code]-[Exchange]-[Subscriber]".
To explain RONA scenario for this instance, consider an agent with a PSTN extension as their dial number. During the login process, if the agent selects the Dial Number option but fails to check the box "International Dialing Format" and enters the PSTN number in the format "[Area Code]-[Exchange]-[Subscriber]", the system considers this number as non-E. 164 format number.
WxCC presents the call to this available agent desktop, however, it would fail to ring the number, which results in an instant RONA situation.
Agents with Endpoint Registered to Call Manager Cluster
If agents use the endpoints, which are registered to call manager cluster, during the login process in the station credentials tab, one must ensure these options are opted:
- Dial Number must be selected
- The "International Dialing Format" box must be un-checked
- Enter the number assigned to the call manager registered endpoint
Any wrong option selection results in a RONA situation similar to the one explained in the previous section.
Agents with Webex Calling Endpoints
Agents with Webex Calling extension must opt for the option extension and enter the assigned number to complete the login as shown in the screenshot.
Troubleshoot
Administrators who triage or troubleshoot agent RONA issues can confirm if agents have selected the correct options from the Download Error Report section on the Agent Desktop and search for the flags "isExtension" or "usesOtherDN" for a successful login attempt as seen in the screenshot.
For reference how the "usesOtherDN" and "isExtension" flags are set depends on the option that the agent chooses and can be checked in these examples.
Agent with PSTN Number
- Dialed Number-Selected
- International Dialing format - checked
- Number added in the format - "[Area Code]-[Exchange]-[Subscriber]"
Agent with Call Manager Endpoint Extension
- Dialed Number-Selected
- International Dialing format - Not-checked
- Number added in the format - "[Area Code]-[Exchange]-[Subscriber]"
Agent with Webex Calling Endpoint
- Extension-Selected
- Number added in the format - "XXXX"
