Skill RONA

[dlh68]

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?

 

[montyzummer]

Here is the description of RONA, Do you fit this criteria , im guessing a simple test would be aux out all agents except one, ring the vdn and make sure it works.

Appears if the ACD field is y. To redirect a RONA call to a VDN instead of to the split/skill, enter
the extension number of the VDN. The administered VDN must be on-premises and must be
administered on the system. The VDN can specify a vector that will in turn route to an
off-premises VDN. You cannot enter an extension in this field if the Redirection on No Answer
(rings) field is blank. Direct Agent calls go to the agent’s coverage path if it is administered. If
not, the calls go to a VDN.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[dlh68]

I'm not using a "Redirect on no answer VDN", as I stated. I just want it to go back to the queue, but it only seems to do that once.

 

[smokinjoe2938]

build a vdn to a vector that routes it back to the skill with a higher priority

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

 

[Stinney]

Is it actually directing to an available agent?

If you have it setup to just roll back into queue and not to a VDN and Vector processing, it will present ring back to the caller until an agent becomes available and picks up. Because you are not routing it back to a vector it has nothing to tell the system to play music while the person waits, or announcements, etc, so it just plays ringing while the call is in queue waiting for an agent to answer.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

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

 

[dlh68]

Was trying to avoid RONA VDNs, because it will eat into the available extensions in the dial plan. But it seems that might be the only solution. 50 skills means 50 RONA VDNs. Ugh. Seems like a design flaw.

 

[4merAvaya]

Create a new number block just for things like RONA VDNs, Skill numbers, & announcements. Make it 7 digits in length. You shouldn't run out.

Kevin

 

[Stinney]

But, if you have BCMS or CMS, you can report on these RONAs and see how often calls are going to RONA from a specific skill.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

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

 

[dlh68]

That's got my wheels spinning. Still don't like having to program a RONA for every skill. But I may be able to find an open 4 digit extesnion that I can change into 7 digits block in the dial plan and have space for 1000 extra VDNs

Thank's all.

 

[NewbieCarol]

We use the RONA feature a lot. My understanding is, if you have RONA "turned on" on a skill group the call should jump from Available phone to Available phone until answered. If not answered, it puts the "Available" phones into Aux and the call goes back into the queue for that skill until someone becomes Available.

If a call hits that skill group and there is no one Available, the call will stay in queue until someone comes Available.

 

[Mark568B]

It depends on how the vector is set up. It could say wait for 30 seconds and then route it to a general voicemail or another skill.
When you set up a new RONA vector you should also set up 'ringing call automatically redirected from agent' in agent exceptions for that skill.