Greetings,
Having an issue with RONA. I've got a hunt-group set up as an ACD skill, group type ead-mia. I have "Redirect on No Answer" set to 5 rings, no "Redirect on No Answer to VDN" is set.
When a call comes in, and rings an available agent in the skill, and the agentent does not answer, it puts the agent in AUX state and rings the next agent. However, at that point, if the second agent doesn't answer, it just rings indefinately. It doesn't seem to apply the RONA to the second agent.
Now, let's set aside the fact that the agents should be answering the phone, or put themselves in AUX when they walk away. But should this be correct functionallity, or should RONA continue to apply until the agent pool is exhausted?
Having an issue with RONA. I've got a hunt-group set up as an ACD skill, group type ead-mia. I have "Redirect on No Answer" set to 5 rings, no "Redirect on No Answer to VDN" is set.
When a call comes in, and rings an available agent in the skill, and the agentent does not answer, it puts the agent in AUX state and rings the next agent. However, at that point, if the second agent doesn't answer, it just rings indefinately. It doesn't seem to apply the RONA to the second agent.
Now, let's set aside the fact that the agents should be answering the phone, or put themselves in AUX when they walk away. But should this be correct functionallity, or should RONA continue to apply until the agent pool is exhausted?