RONA while on a call

[Mark568B]

I just had an agent tell me that they were on a call when they received a RONA.
After checking CDR I can see that the were right, the ACD call came in 32 seconds after the personal call.
They were on a 4621 VPN phone working from home, CMS V13 CM 5.2.
How could this happen? ACD calls should not be sent when you are on the phone.

 

[telcoguy]

RONA (Redirect On No Answer) puts a caller in AUX mode the first time after the call was routed unsuccessfully.
So if they were auto-in they would have been available for an ACD call.
ACD calls should not be sent when you are on an ACD call. (or AUX, ACW)
other calls to and from the native extension number would be possible however.

 

[Stinney]

display system-parameters customer-options

is Forced ACD Calls = y?



- Stinney
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"To know where to find anything is, after all, the greatest part of education"