Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Need help on Queuing

Status
Not open for further replies.

Tamilarasu

Technical User
Dec 4, 2017
10
US
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?
 
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.
 
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?
 
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 ?
 
Here is an example.....
queue_1_y4xqek.jpg

queue_2_u9eyhi.jpg

queue_3_zo5xwq.jpg

vector_dluhpk.jpg

rona_xm8tsr.jpg
 
Jordy is correct thus the name ring on no answer, auto answer would answer the call so RONA would not be invoked
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top