Troubleshoot and Understand RONA Issues in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/WBX9000037382

Published

2025-02-12

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Immediate RONA happens when the system finds a problem while presenting the call or task to the agent endpoint, so the agent goes to RONA without a full ring period. in context
• In RONA after ring, the call reaches the agent endpoint and a 180 Ringing is received, but no off-hook (200 OK) arrives before the RONA timer (default 18 s) expires, and the call returns to the queue. in context
• For RONA cases, Cisco asks for the ANI or session ID, the exact failure timestamp, agent details, screenshots, and an Agent Desktop error report (Ctrl+Shift+2). in context
• In 'immediate RONA', the system hits a problem while presenting the contact to the agent endpoint and moves the agent into RONA at once, without waiting for the timer. Causes include system or endpoint problems and agents entering their number in the wrong Dial Number or Extension tab. in context
• In 'RONA after ring', the agent endpoint returns 180 Ringing but the system never receives the answer (200 OK). When the RONA timer expires, the agent is moved to a nonresponsive state. in context
• For RONA cases, Cisco asks administrators to collect: the ANI or session ID of the failed call, the exact timestamp, agent details, screenshots, the Agent Desktop error report (Ctrl+Shift+2), the percentage of calls affected, and whether the problem is site-specific or can be reproduced. in context
• In a RONA after ring event, the call reaches the endpoint over SIP and the endpoint answers with a 180 Ringing message, but no off-hook 200 OK is received, so after the configured RONA time the system moves the agent into a nonresponsive state. The agent's phone rings and nobody picks it up. in context
• When RONA fires the contact request is pulled back from the agent desktop and returned to the queue to be assigned to the next available agent. in context
• Cisco's own current documentation expands RONA 4 different ways across 4 articles: Route on no answer, Ring No Answer, Re-route On No Answer and Reroute on No Answer. in context
• In an immediate RONA, the system finds a problem while presenting the call or task to the agent's endpoint and moves the agent into a RONA state at once; documented causes are a system or agent endpoint problem, or the agent having entered the dial number in the wrong Dialed Number or Extension tab. in context
• For a RONA after ring event, Cisco asks administrators to establish whether the phone rings or an error shows on the desktop, whether failures are site-specific, whether dial numbers were recently added, what percentage of calls fail, whether the problem depends on area code and whether it reproduces on demand, and to collect the ANI or session identifier, the exact timestamp, agent details, a screenshot and the Agent Desktop error report obtained with Ctrl+Shift+2. in context
• Cisco documents 2 common conditions that put an agent into a RONA state, described as not being an exhaustive list: RONA after a ring event, and immediate RONA. in context
• An immediate RONA occurs when the system detects a problem while presenting the call to the agent endpoint; the agent goes straight to RONA without the usual missed-call popup. in context
• In a RONA after ring event, the call reaches the agent endpoint and it returns SIP 180 Ringing, but no 200 OK (answer) arrives before the RONA timeout, which defaults to 18 seconds. in context
• Cisco's RONA troubleshooting article lists an unregistered device, call forwarding rules, Do Not Disturb, a busy phone and a DN entered in the wrong Dial Number or Extension tab among RONA causes. in context
• For a RONA case Cisco asks for the ANI or session ID, the exact failure timestamp, agent details, any error screenshot and the Agent Desktop error report (Ctrl+Shift+2). in context

Cite this source record

APA

WarmTransfer. (2025, February 12). Troubleshoot and Understand RONA Issues in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-wbx9000037382-wxcc-troubleshoot-rona

BibTeX

@misc{warmtransfer-cisco-help-wbx9000037382-wxcc-troubleshoot-rona,
  title  = {Troubleshoot and Understand RONA Issues in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-wbx9000037382-wxcc-troubleshoot-rona},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}