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

Claims citing this source

• 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. fact 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. fact 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. fact 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. fact 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. fact 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. fact 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}
}