Source note · Webex Contact Center RONA and agent state handling
RONA handling is isolated to the channel on which the no-answer occurred: if an agent misses a telephony call without setting themselves idle, only the telephony channel state changes to idle and the agent remains available on other channels such as chat or email.
Checked 2026-09-04
RONA handling is optimized by isolating the effect to the specific channel where the no-answer occurred. The agent remains available on other channels such as chat or email.
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- RONA and agent state
- Deployment
- cloud
- Region
- not restricted
- Release range
- current as of 2026-09-04
- Checked
- 2026-09-04
Sources
- Understand agent states — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · RONA (Ring No Answer) Behavior Optimization
Cite this note
APA
WarmTransfer. (2026, September 4). Webex Contact Center RONA and agent state handling: source note wxcc-rona-is-channel-isolated. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-rona-is-channel-isolated
BibTeX
@misc{warmtransfer-claim-wxcc-rona-is-channel-isolated,
title = {Webex Contact Center RONA and agent state handling: source note wxcc-rona-is-channel-isolated},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-rona-is-channel-isolated},
note = {Source note wxcc-rona-is-channel-isolated, checked 2026-09-04}
}