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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi pro’s </span></font><font size=2 face=Wingdings><span
style='font-size:10.0pt;font-family:Wingdings'>J</span></font><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I have an issue with Callmanager 4.2 and Genesys (IVR)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Actually,the 2<sup>nd</sup> RONA does not work <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><span id=description1>Following scenario:<br>
- Inbound call<br>
- Distributed to an agent A<br>
- The agent A does not pick up the call<br>
- After a delay the call is redirected to RONA strategy<br>
- The call is then distributed to agent B<br>
- The agent B does not pick the call neither<br>
- The call keeps ringing on the agent B's phone<br>
<br>
<o:p></o:p></span></font></p>
</span>
<p class=MsoNormal style='text-autospace:none'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>The first level is working correctly
("Forward No answer" to the cti routing point where the CTI RONA
strategy is loaded)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>It seems that Cisco does not take control of the 2<sup>nd</sup>
call. It is not clear to me if it is at Cisco level or if Genesys does not
communicate properly to Cisco the RONA.<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-autospace:none'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='text-autospace:none'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Is this is a feature restriction
(CCM does not allow 2nd level FNA) or is there a parameter to enable this
routing/to modify?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Thanks for any feedback.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'>Kurt</span></font><!--[if gte vml 1]><v:shape id="_x0000_s1026"
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size=1 face=Arial><span style='font-size:8.0pt;font-family:Arial'> <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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