How does RONA work?

[heyitsthephoneguy]

Hi all,

I have a request from my manager to setup a couple of hunt groups to handle our Help Desk traffic. The request calls for all incoming calls to ring twice on our cordless phone, then route into a linear hunt group. If the call is un-answered by an agent, the call will then go to coverage point two, which is a backup hunt group. The manager would like the call to re-direct on no answer to another agent in the split. My understanding is RONA will do this.

My question is how many times does RONA re-direct before routing the call to the last coverage point...the department voicemail?

TIA,
Steve

 

[SF0751]

Check out

http://support.avaya.com/elmodocs2/multivantage/230716_1/230716_1.pdf

under chapter 2 - Redirect on No Answer.

I believe that each RONA vector will redirect only once, but that you can have multiple RONA vectors (in other words, a RONA call can RONA a second time). Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[telcoguy]

Rona will take a call from the queue and redirect it in case an agent that was available (status Auto-IN)did not answer the call in the determined number of rings.
The agent not answering will be put in AUX mode preventing it from happening again.
The call will be de-queued, and routed to the assigned VDN.
The VDN can than re-send it to the same vector, or to a diffrent vector handling the call.
Usually it is sent to the same vector, thus queing in the same skill.

Hope this helps
Rob

 

[vectorbob]

Telcoguy is right on but I like to redirect it to a new vdn that routes to a new vector that ques the call at a high priority so that the caller doesn't get pushed to the back of the que because an agent walked away from their desk in an Auto-In mode. Just a thought...VB