RONA

[njd282]

We are new to Avaya CM 6. I'm trying to understand RONA. We were on Nortel before where RONA was built in meaning no special programming required. How does RONA work in Avaya? I see on the skill (hunt group) form I can turn on RONA. My vendor wants to create a RONA vector for each skill but depending on the vector the treatment is different for the skill. Can I just turn on RONA on the form? What would the treatment be? Wait in queue hearing music but no announcements?

 

[smokinjoe2938]

rona is ring on no answer, when a call is presented to an available agent and for some strange reason does not answer if will look to rona if defined, rona can send the call back into the same vector or you can choose which vector to send it too, it will also aux the agent out who did not answer the call, I used to send it mine back into the same queue with a higher priority, this will now present the call back to another agent.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Stinney]

If you just "turn on" RONA if a call is delivered to an agent and the agent doesn't answer, it will return to the queue at a high priority level. If you don't have a vector defined and route the RONA to a VDN for handling, the caller will just hear ringing until the call is answered, no music, no announcements, nothing.

I understand that different skills can be handled differently, but consider making only one vector for RONA handling. Create a different VDN for each skills RONA and enter it in the hunt group RONA field. Then define the skill to route to in the 1st Skill field of the VDN. Create a vector that has a generic announcement that says something like: "Your call is very important to us, your call is first in line to be answered next" (I know that more than one RONA can happen at a time and this might not be 100% accurate, but most of the time they should be the only call in queue after a RONA, otherwise you have too many calls going to RONA).

Then play music and loop back to the announcement that their call is important to you.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[smokinjoe2938]

if too many calls are going to RONA then your call center people need additional training on how to activate aux before they go to the bath room or lunch or just have them log out when away from their phones, but I like Stinney's suggestion as well.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Stinney]

A good to the back of the head is a good motivator to prevent RONAs.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

I forgot to mention, in the RONA vector, the level setting for the queue step should be either h(igh) or t(op) so that the call is sent to the front of the queue and answered first before any other call.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!