redirecting calls if no answer to another agent

[marcinIGN]

Hi Guys,

I have one problem that keeps me away form good sleep ;-)

I`m looking the feature that is responsible for time period between in one and another in scenario when first on is not answering his call? Of course all scenario happening in ACD after the call goes to some skill.

In the beginning I was thinking that RONA is responsible for that, but I realized that RONA transfers calls only if all skill is "busy"...


So, any ideas?

Best regards
Marcin Ignaczak

 

[dufus2506]

Nope. RONA is the right feature.

RONA statnds for "Redirect On No Answer". If a call to an agent goes unanswered, it will redirect to another number (Typically a VDN) that can direct the call to another member in the same skill group, or another skill group.

If an agent has had a call re-directed from his or her station, that station is placed in AUX work so the agent will not receive any more calls.

RONA does not work in skill groups where you use auto-answer.

Carpe dialem! (Seize the line!)