Need help on Queuing

[Tamilarasu]

When a call comes into the Agent's phone queue, it will continue to ring/wait until the agent picks it up, even if they are in AUX. Is there a way to create logic that will force the call back to the queue after three rings?

 

[joe2938]

yes use rona, stands for ring on no answer,

 

[joe2938]

page 2 or 3 of hunt group form

 

[Tamilarasu]

Hi Joe,

I have already have RONA on that Specific Skill. But end user says, it worked for a while but stopped working after that. I read in a thread that, RONA works only in Auto-answer configured Agents. Advise is much appreciated.

 

[Tamilarasu]

need help.

 

[joe2938]

That's not true, RONA is for what an agent is set to auto answer and does not answer RONA will kick in and if configured correctly will send the call back into the Queue. Is it set to send it back to the original vdn for the hunt group? if so what does a list trace show?

 

[Tamilarasu]

This specific skill is receiving calls from Multiple VDNs. So, we have put one of those VDNs as RONA VDN for this skill. Does it make any difference in functionality of RONA ?

 

[joe2938]

no RONA can send it where you want it to go

 

[pmcginty]

Here is an example.....

 

[jordy5535]

RONA does not work when the agent is set to auto-answer

 

[joe2938]

Jordy is correct thus the name ring on no answer, auto answer would answer the call so RONA would not be invoked