# Webex Contact Center RONA and agent state handling Canonical: https://warmtransfer.net/knowledge/webex-cc-rona-agent-state Last verified: 2026-09-23 RONA occurs when an agent does not accept a voice call, chat, email, or social messaging conversation request within the configured administrative time frame[^24]. When this occurs, the contact request is removed from the agent desktop and returned to the queue to be assigned to the next available agent, while the agent's status changes from Available to Idle[^21][^12]. ## How RONA works Cisco's documentation expands the acronym RONA 4 different ways across 4 articles: Route on no answer, Ring No Answer, Re-route On No Answer, and Reroute on No Answer[^25]. An agent cannot change their own state to RONA manually; it is assigned only by the system[^16]. RONA functions as a timed agent state in its own right, with desktop state timers running for available, RONA, and administrator-configured idle states[^34]. The state transition table records a transition from Engaged to RONA when an offered contact request is not accepted within the specified duration[^34]. When RONA occurs, a desktop popover presents 2 options: Go To Idle, which applies the administrator-configured default idle reason, and Go To Available, which restores the agent to accepting contacts[^40]. Inaction on the contact request popover once the timer lapses drives the automatic transition to Idle[^33]. After RONA fires, the agent must manually return their state to Available before any further voice, chat, email, or social messaging requests will be offered[^13]. RONA handling is isolated to the channel on which the timeout occurred[^35]. If an agent misses a telephony call without setting themselves idle, only the telephony channel transitions to Idle, and the agent remains Available on other channels like chat or email[^35]. A worked example from Cisco demonstrates that RONA can fire on the email channel while the agent is actively engaged on a voice call, displaying the RONA popover and resetting the state timer when the agent selects Go To Idle or Go To Available[^15]. ## System idle auxiliary codes and related failure states The platform includes a system-assigned idle auxiliary code named RONA, indicating an agent timed out without responding after call delivery[^29]. Other system-assigned idle auxiliary codes handle different delivery failures and conditions[^17][^38]: - `Channel_Failure`: Indicates temporary network failures or unknown errors preventing call delivery; the system retries up to 3 more times and sets the agent to Idle only if all attempts fail[^17]. - `Agent_Busy`: Indicates the destination device was busy and prevented delivery[^38]. - `Agent_Declined`: Indicates the agent declined a contact while occupied with another activity[^38]. - `Agent_Unavailable`: Indicates the device for the agent's dial number is offline or unreachable[^38]. - `Invalid_Number`: Indicates the dial number entered at sign-in is invalid[^38]. Cisco states that an enhanced sign-in process with input validation reduces RONA occurrences by preventing sign-ins with invalid or unassigned dial numbers or extensions[^23]. In addition, the system monitors the WebRTC service following sign-in; if WebRTC fails, the agent's state automatically changes to Idle so calls are not routed to an unreachable endpoint[^50]. If WebRTC disconnects during an active voice session while the agent is Available on voice, the system sets the voice state to Idle and disables both the individual voice toggle and the option to set all channels as available until WebRTC reconnects[^49]. ## Configured timeouts Setting a RONA timeout in Control Hub is a documented prerequisite for digital channel setup, defining the duration an agent has to answer before the contact returns to the queue and the agent transitions to RONA[^45]. Timeouts are configured under Services > Contact Center > Tenant settings > Desktop in the RONA timeouts section, where values in seconds are set per channel[^18]. | Channel | Default timeout (seconds) | Allowed range (seconds) | | --- | --- | --- | | Telephony | 18[^46] | 1 to 120[^46] | | Chat | 30[^43] | 1 to 6000[^43] | | Social | 30[^43] | 1 to 6000[^43] | | Email | Sources disagree: 300 seconds[^44] or 30 seconds[^14] | 1 to 6000[^44] | Sources disagree on the email RONA timeout default: one settings table specifies an email default of 300 seconds with a range of 1 to 6000 seconds[^44], whereas sources disagree because Cisco's agent-states article states that the maximum time to accept a voice call request is 18 seconds and 30 seconds for a digital channel request, naming chat, email, and social messaging together[^14]. ## Agent routing and operational states Contacts across voice, chat, email, social, and campaign interactions are routed to an agent only when the agent is in the Available state[^37]. Reserved is a temporary state where the system has selected an agent and is offering the request, lasting until the agent accepts, rejects, or the request times out[^41]. telephonic connections move the agent from Reserved to Engaged[^41], whereas a campaign agent on a reservation call remains displayed as Reserved rather than transitioning to Engaged[^2]. Engaged Other indicates the agent is busy on another channel and their multimedia profile restricts them from accepting a new interaction[^22]. Under an exclusive profile, an agent is marked Engaged on the active channel and Engaged Other on all other channels; under a blended real-time profile, only 1 real-time channel is restricted at a time[^22]. If an agent selects an idle state while Engaged or in Wrap-Up, the agent enters Pending Idle, which immediately stops new interaction routing on that channel and moves the agent to the selected idle state once the interaction and wrap-up end[^39]. An agent on chat, email, or social messaging can transition directly to Not Ready while engaged, bypassing Pending Idle, whereas an agent on voice cannot[^5]. A supervisor can remotely sign an agent out when that agent is in the Available or Idle state with no active conversations[^42]. Supervisor monitoring surfaces the states Monitoring and Monitoring Paused, which are not supported within the Agent Desktop[^3]. Furthermore, the agent states documentation defines consult-specific call control states—including Consult Requested, Consulting, Consult on Hold, and Conference—and contains no transfer state and never uses the word transfer[^4]. The agent states documentation also does not discuss call recording[^1]. When an outdial call concludes, the Agent Available After Outdial setting governs state transitions: if set to Yes, the agent transitions to Available even if the call was placed while Idle; if set to No, the agent transitions to Idle[^11]. During consults, if a consulted agent fails to answer or has a malfunctioning device, the system changes that consulted agent's state to Idle and returns a consult failure message to the initiating agent[^20]. Consult calls to an entry point or dial number routed to a capacity-based team are unsupported and fail for both direct consults and outbound-initiated consults[^19]. Cisco states that from 30 April 2026 through 29 October 2026 (a 6-month period), Control Hub provides a tenant-level administrative toggle to enable or disable granular agent state control, after which per-channel control becomes generally available[^27]. Keeping the granular agent state control toggle off during this window is what allows continued use of Webex Workforce Optimization[^28]. ## Diagnosing RONA conditions Cisco identifies 2 common, non-exhaustive conditions that place an agent into a RONA state: RONA after a ring event, and immediate RONA[^48]. 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, where the agent's phone rings and nobody picks it up[^10]. 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, with documented causes being a system or agent endpoint problem, or the agent having entered the dial number in the wrong Dialed Number or Extension tab[^32]. For a RONA after ring event, Cisco asks administrators to determine whether the phone rings or desktop errors appear, whether failures are site-specific, whether dial numbers were recently added, the failure percentage, dependence on area codes, and whether the issue is reproducible on demand[^47]. Administrators should collect the ANI or session identifier, exact timestamps, agent details, screenshots, and the Agent Desktop error report generated via Ctrl+Shift+2[^47]. Webex Contact Center lacks an out-of-the-box Analyzer report to comprehensively track and categorize RONA occurrences, which Cisco states complicates root-cause analysis[^36]. To address this, Cisco provides 4 importable custom Analyzer reports: Immediate RONA, RONA between 3 seconds and 18 seconds, RONA after the default 18-second timer expiry, and a consolidated report containing the first 3 as modules[^26]. The Immediate RONA report is analyzed by exporting events and filtering for instances where both `Value of Activity State` and `Value of Next Activity State` equal `connect`[^31]. Cisco calculates the total count of immediate RONAs in this report by dividing the total count of session identifiers by 4[^30]. ## See also - [Webex Contact Center queues teams and routing strategies](https://warmtransfer.net/knowledge/webex-cc-routing) - [Webex Contact Center Analyzer and reporting model](https://warmtransfer.net/knowledge/webex-cc-analyzer) - [Webex Contact Center Agent Desktop and widgets](https://warmtransfer.net/knowledge/webex-cc-agent-desktop) - [What a supervisor can do and what is recorded of it](https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop) - [Webex Contact Center workforce optimization and recording](https://warmtransfer.net/knowledge/webex-cc-wfo) ## Applicability Applies to: Cisco Webex Contact Center. Deployments: cloud. Sources checked 2026-09-05. The granular agent state control administrative toggle window runs from 30 April 2026 to 29 October 2026 in Control Hub[^27]. ## What remains uncertain This article reflects the cited evidence; specific operational behaviors are not covered by the sources below: - Sources disagree on whether the email RONA default is 30 or 300 seconds[^44][^14]. - What happens when a Queue To Agent preferred agent RONAs is not covered by the sources below. - Whether a RONA contact keeps its priority and queue position when returned to the queue is not covered by the sources below. - Why capacity-based teams cannot detect redirection on no answer is not covered by the sources below. - What happens when the granular agent state control toggle window closes on 29 October 2026 is not covered by the sources below. - Whether a callback that RONAs is rescheduled dropped or requeued differently is not covered by the sources below. - Whether an unanswered outdial or campaign contact produces a RONA is not covered by the sources below. - Whether an administrator can force an arbitrary agent state rather than only sign out is not covered by the sources below. ## Sources [^1]: The agent states article does not discuss call recording; the word record appears twice and both occurrences mean a customer or case record rather than a recording. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Whole article, exhaustive search. Checked 2026-09-05. [^2]: A campaign agent on a reservation call is displayed as Reserved rather than moving to Engaged. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Agent state material, campaign reservation call. Checked 2026-09-05. [^3]: Supervisor monitoring surfaces 2 states, Monitoring and Monitoring Paused, and the article states they are not supported within Desktop. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Mid-call monitoring material. Checked 2026-09-05. [^4]: The agent states article never uses the word transfer and names no transfer state; it defines consult-specific call control states instead, among them Consult Requested, Consulting, Consult on Hold and Conference. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Whole article; call control state material. Checked 2026-09-05. [^5]: An agent on chat, email or social messaging can move directly to Not Ready while still engaged, bypassing Pending Idle, and an agent on voice cannot. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Agent state transition material. Checked 2026-09-05. [^6]: Cisco technote 223065 states that Webex Contact Center has no out-of-the-box Analyzer report that fully tracks and categorises all RONA occurrences. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), Problem section. Checked 2026-09-23. [^7]: The technote supplies four custom RONA reports (Immediate RONA, RONA between 3 to 18 seconds, RONA after default timer (18 sec) expiry, and Consolidated RONA Report), imported as JSON files through the Analyzer Import button. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), Solution section; report list and import steps. Checked 2026-09-23. [^8]: An agent cannot sign out while in an active conversation or in an ongoing monitoring task. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop, What to do next. Checked 2026-09-05. [^9]: Cisco warns that where voicemail, call forwarding or call waiting is enabled on an agent number and the reroute on no answer timer is longer than the voicemail timer, calls may be routed to voicemail and marked connected once they reach the telephony layer. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop, Transfer a call, Organization option. Checked 2026-09-05. [^10]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Condition 1, RONA After Agent Ring Event. Checked 2026-09-04. [^11]: An Agent Available After Outdial setting controls the agent's state when an outdial call ends: set to Yes the agent becomes Available even if they placed the call while Idle, and set to No the agent becomes Idle. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), State and connected timers, worked examples. Checked 2026-09-04. [^12]: When RONA fires the agent's status automatically changes from Available to Idle. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^13]: After a RONA the agent must change their state back to Available manually before any further voice, chat, email or social request will be offered to them. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^14]: Cisco's agent-states article states that the maximum time to accept a voice call request is 18 seconds and 30 seconds for a digital channel request, naming chat, email and social messaging together (disputed). Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^15]: Cisco's worked example shows a RONA firing on the email channel while the agent is actively engaged on a voice call, with the RONA popover displayed and the state timer resetting when the agent chooses Go To Idle or Go To Available. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), State and connected timers, worked example table. Checked 2026-09-04. [^16]: An agent cannot change their own state to RONA; it is only ever assigned by the system. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^17]: The system-assigned idle auxiliary code Channel_Failure covers temporary network failures or unknown errors preventing call delivery; in that case the system tries up to 3 more times to deliver the call and only sets the agent to Idle if all attempts fail. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), System-assigned Agent States and Error Conditions table, Channel_Failure row. Checked 2026-09-04. [^18]: RONA timeouts are configured in Control Hub under Services, Contact Center, then Tenant settings, Desktop, in a RONA timeouts section where a value in seconds is entered per channel and saved. Source: [Manage RONA timeouts](https://help.webex.com/en-us/article/nbkcfp1/Manage-RONA-timeouts), Manage RONA timeouts, steps 1 to 5. Checked 2026-09-04. [^19]: Consult calls to an entry point or dial number configured to route to a capacity-based team are not supported and fail, possibly with an unsupported destination error, for both direct consults and consults started during an outbound call. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Initiate a consult. Checked 2026-09-04. [^20]: If a consulted agent does not answer a consult call or their device is malfunctioning, the system changes that agent's state to Idle, and the agent who initiated the consult receives a consult call failure message. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Initiate a consult. Checked 2026-09-04. [^21]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Overview. Checked 2026-09-04. [^22]: Engaged Other means the agent is busy on a different channel and their multimedia profile prevents accepting a new request on this 1; under an exclusive profile the agent is marked Engaged on the active channel and Engaged Other on all others, while a blended real-time profile restricts only 1 real-time channel at a time. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Some of the other available states, Engaged Other. Checked 2026-09-04. [^23]: Cisco states that the enhanced sign-in process with input validation reduces RONA occurrences by preventing sign-ins with invalid or unassigned dial numbers or extensions. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^24]: RONA occurs when an agent does not accept a voice call, chat, email or social messaging conversation request within the time frame the administrator has configured. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^25]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Overview, read against the agent-states, agent-desktop and consolidated-reports articles. Checked 2026-09-04. [^26]: Cisco supplies 4 importable custom Analyzer reports for RONA: Immediate RONA, RONA between 3 seconds and 18 seconds, RONA after the default 18-second timer expiry, and a consolidated report that bundles the first 3 as modules. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), Solution. Checked 2026-09-04. [^27]: Cisco states that from 30 April 2026, for a 6-month period ending 29 October 2026, Control Hub offers a tenant-level administrative toggle to enable or disable the granular agent state control feature, after which per-channel state control becomes generally available. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Manage channel-specific availability. Checked 2026-09-04. [^28]: Cisco states that keeping the granular agent state control toggle off is what allows continued use of Webex Workforce Optimization. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Manage channel-specific availability. Checked 2026-09-04. [^29]: There is a system-assigned idle auxiliary code named RONA, described as indicating that the agent did not respond when a call was delivered and it timed out after the configured RONA timer expired. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), System-assigned Agent States and Error Conditions table. Checked 2026-09-04. [^30]: Cisco's formula for the total immediate RONA count in that report is the total count of session identifiers divided by 4. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), First Report, Immediate RONA, How to interpret. Checked 2026-09-04. [^31]: The Immediate RONA report is interpreted by exporting events and filtering on Value of Activity State and Value of Next Activity State both equal to connect. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), First Report, Immediate RONA, How to interpret. Checked 2026-09-04. [^32]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Condition 2, Immediate RONA. Checked 2026-09-04. [^33]: The agent must act on the contact request popover before their state changes to Idle, so it is inaction on the popover once the timer lapses that produces the automatic transition. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Access popover to answer a call. Checked 2026-09-04. [^34]: RONA is a timed agent state in its own right: the desktop's state timers run for available, RONA and any administrator-configured idle states, and the state transition table records a transition from Engaged to RONA when a contact request is not accepted within the specified time. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), State and connected timers. Checked 2026-09-04. [^35]: 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. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^36]: Webex Contact Center has no out-of-the-box Analyzer report that comprehensively tracks and categorises RONA occurrences, which Cisco states makes root-cause diagnosis and corrective action difficult. Source: [Track RONA Issues in Webex Contact Center with Consolidated Reports](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/223065-track-rona-issues-in-webex-contact.html), Problem statement. Checked 2026-09-04. [^37]: Contacts are routed to an agent only when the agent's state is Available: voice, chat, email, social and campaign contacts all require it. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Set Availability. Checked 2026-09-04. [^38]: Alongside RONA and Channel_Failure, the system-assigned idle auxiliary codes are Agent_Busy, meaning the device was busy and prevented call delivery; Agent_Declined, meaning the agent declined a contact while occupied with another activity; Agent_Unavailable, meaning the device for the agent's dial number is offline or unreachable; and Invalid_Number, meaning the dial number the agent signed in with is invalid. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), System-assigned Agent States and Error Conditions table. Checked 2026-09-04. [^39]: Selecting an idle state while Engaged or in Wrap-Up puts the agent in Pending Idle: the system stops routing new interactions on that channel immediately and moves the agent to the chosen idle state once the final interaction and any wrap-up work conclude. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Pending Idle States and Transitions. Checked 2026-09-04. [^40]: When RONA occurs a popover offers 2 options: Go To Idle, which sets the agent to the default idle reason configured by the administrator, and Go To Available, which returns the agent to accepting contacts. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization. Checked 2026-09-04. [^41]: Reserved is a temporary state in which the system has selected the agent for an interaction and is offering the request; it lasts only until the agent accepts, rejects, or the offer times out, and when a telephony call connects the agent moves from Reserved to Engaged. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Some of the other available states; Handling Calls and Interactions. Checked 2026-09-04. [^42]: A supervisor can sign an agent out when that agent is in the Available or Idle state with no active conversations. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Pending Idle States and Transitions. Checked 2026-09-04. [^43]: The chat and social RONA timeouts each default to 30 seconds, with a minimum of 1 second and a maximum of 6000 seconds. Source: [Manage RONA timeouts](https://help.webex.com/en-us/article/nbkcfp1/Manage-RONA-timeouts), RONA timeout settings table, Chat and Social rows. Checked 2026-09-04. [^44]: The email RONA timeout defaults to 300 seconds, with a minimum of 1 second and a maximum of 6000 seconds (disputed). Source: [Manage RONA timeouts](https://help.webex.com/en-us/article/nbkcfp1/Manage-RONA-timeouts), RONA timeout settings table, Email row. Checked 2026-09-04. [^45]: Setting a RONA timeout in Control Hub is a documented prerequisite of digital-channel setup, defined as the duration within which an agent must answer a contact request before it returns to the queue and the agent state changes to RONA. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), Before you begin, step 3. Checked 2026-09-04. [^46]: The telephony RONA timeout defaults to 18 seconds, with a minimum of 1 second and a maximum of 120 seconds. Source: [Manage RONA timeouts](https://help.webex.com/en-us/article/nbkcfp1/Manage-RONA-timeouts), RONA timeout settings table, Telephony row. Checked 2026-09-04. [^47]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Condition 1, RONA After Agent Ring Event. Checked 2026-09-04. [^48]: 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. Source: [Troubleshoot and Understand RONA Issues in Webex Contact Center](https://help.webex.com/en-us/article/WBX9000037382), Overview. Checked 2026-09-04. [^49]: If WebRTC disconnects during an active session while the agent is available on voice, the system switches the voice state to Idle and disables both the set-as-available-all-channels option and the individual voice toggle until WebRTC reconnects. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), RONA (Ring No Answer) Behavior Optimization, WebRTC subsection. Checked 2026-09-04. [^50]: After sign-in the system monitors the WebRTC service, and if that service fails the agent's state is changed to Idle automatically so calls are not routed to an unreachable agent. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Set Availability. Checked 2026-09-04.