Agents placed in AUX because of a RONA (Redirect on No Answer) 1

[JoseZapeta]

I set up RONA (Redirect on No Answer) to a VDN but when a call is sent to the agent and they don't answer the call within the number of rings defined in the Hunt Group the agent its placed on Aux Work and they have to press button Auto In , well that is the problem , is there are some way to dont placed on aux work at the agent keep using RONA???

Thankkksssss

 

[lever]

I think the idea of RONA is that if an agent forgets to logoff or for whatever reasons doesn't answer the call, then it will put them in AUX work so, when it does the RONA and calls back in, it gives the next agent a chance to pick up the call rather then hit the same agent again as before.

Other wise it may never get answered.

regards,
lever.

 

[Stinney]

Yes, that's working as designed. Otherwise, if an agent walked away from their desk and forgot to logout, or put themseleves into AUX while they were gone, the call could just be delivered to them over and over and over again.

Why is it a problem for the agent to have to press Auto-In to go back into available? If they are at their desk, then they should have answered the call, if they are away from thier desk, they should have logged off or gone into AUX to begin with and would have to auto-in anyway.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[JoseZapeta]

It is a problem cus there are some agents that don't notice when this pass from auto in to aux work and time goes by until they notice that they are in aux. So this affect on their statistics.

i really appreciate your help!!!

 

[AvayaTier3]

This is not a software problem. It's a training issue.

Train the users would be the best and obvious answer.

If users do not follow the rules, their statistics should reflect it. Software is not meant
to make users look good when they do not do their job.

How many rings is the RONA set for? If the phone rings and the agent does not answer, I can
assure you they notice it and they are aware of the RONA and someone else having to answer the
call because they did not.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
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[JoseZapeta]

I'll set up whit 4 rings, youre right about training issue, the system works good bbut the agents lets calls go.

 

[Stinney]

If you have CMS you can take any of the Agent summary reports and modify it to add the NOANSREDIR data item to the report and then be able to report on how often the agents are letting calls RONA.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!