Avayacoolstuff
Technical User
I have question on RONA redirect on no answer, I have a skill and it had a VDN, If agent did not answer the call it should route back again to the same skill but with high priority. How can we implement this ?
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Question on RONA! can you help!
- Thread starter Avayacoolstuff
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On page 3 of the hunt group, set Redirect on No Answer (rings):
Just setting this will send it back to queue at a high priority, but the caller will just hear ringing until it is answered (no music, no announcement while they wait for an agent if one isn't available).
The better thing to do is set a new VDN in the hunt group form page 3 (Redirect on No Answer to VDN) then direct the VDN to a new Vector and in the vector in the line to queue the call, you will set the pri to h(igh) or t(op) to put it to the front of the queue, as long as it's higher than what you normally use to queue a call, default is m.
Line would be:
queue-to skill xxx pri h
or
queue-to skill xxx pri t
Or you can also send the VDN set in the hunt group form and send it to the same vector and do a check of the incoming VDN number, send it to a different line in the vector to queue the call at a h(igh) or t(op).
In either case, if the call doesn't immediately route to an agent after being queued at h or t, I send the call with an announcement that would tell the caller that their call has been prioritized to be answered by the next available agent.
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius
Just setting this will send it back to queue at a high priority, but the caller will just hear ringing until it is answered (no music, no announcement while they wait for an agent if one isn't available).
The better thing to do is set a new VDN in the hunt group form page 3 (Redirect on No Answer to VDN) then direct the VDN to a new Vector and in the vector in the line to queue the call, you will set the pri to h(igh) or t(op) to put it to the front of the queue, as long as it's higher than what you normally use to queue a call, default is m.
Line would be:
queue-to skill xxx pri h
or
queue-to skill xxx pri t
Or you can also send the VDN set in the hunt group form and send it to the same vector and do a check of the incoming VDN number, send it to a different line in the vector to queue the call at a h(igh) or t(op).
In either case, if the call doesn't immediately route to an agent after being queued at h or t, I send the call with an announcement that would tell the caller that their call has been prioritized to be answered by the next available agent.
- Stinney
“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius
- Status
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