Call center and RONA

[newglide]

Currently our call center is configured to put the agent into AUX mode if they miss a call.
I see the benefits of doing this. If a call were to come in and an agent forgot to AUX out when taking a break or log out when leaving for the day the they would not continue to get calls.
What would be the other downside to removing this function.
So that if an agent were to miss a call they would not get put into AUX mode.

 

[4merAvaya]

A call to an Agent that has 'stepped away' or forgot to AUX out would result in the call kept ringing on the Agents phone. If you are using Most-Idle Agent, they would probably get the first call of the day.

RONA also serves a purpose with adjuncts like IVR. If you have a bad port the PBX will put it in AUX instead of letting it continue to get calls.

Kevin

 

[newglide]

Thanks,
Still not completely clear on the flow.
The hunt group is the skill that an agent is assigned and the VDN is the number called that reflects back on the skill. The Hunt Group is also where the RONA is identified.
Why would the VDN have multiple skills defined?
Wouldn't it route to the first and no answer route to the second?

 

[4merAvaya]

Only if the Vector is written as 'queue to 1st, queue to 2nd, etc.. On the Hunt Group form if you do not include a VDN to RONA to it will send the call back to be requed at the same level. If you include a RONA VDN you can sent it to a different Vector anq queue it at a higher value (high or top) since the caller has already gone through the normal queue interval.

kevin

 

[newglide]

Starting to see but still a little foggy
I do have the queue to 1st and queue to 2nd so it sounds like the RONA is prioritizing the queue calls higher.
Here's my vector..
CALL VECTOR

Number: 21 Name: Queue
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 goto step 4 if B = 2468
03 announcement V1
04 goto step 16 if staffed-agents in skill 1st < 1
05 queue-to skill 1st pri m
06 queue-to skill 2nd pri m
07 announcement V2
08 wait-time 15 secs hearing music
09 collect 1 digits after announcement V3 for none
10 goto step 14 if digits = 1
11 wait-time 25 secs hearing music
12 goto step 9 if unconditionally
13 stop
14 messaging skill 99 for extension V4
15 stop
16 queue-to skill 2nd pri m
17 goto step 7 if unconditionally
18 stop

 

[mojoputter]

So if RONA is configured, are you sending it back to the same VDN/vector that it just got sent out of..?

Or do you have it configured to go to a different VDN/Vector..?

RONA is there for a very good purpose, it keeps lazy call centers agents from getting yelled at from their supervisors for not answering calls.

 

[Stinney]

RONA calls are put back in queue at a higher priority by default, which makes sense, the person should be first in line to be answered in the queue.

If you want the caller to be sent back to either skill 1 or skill 2, you need to have a VDN for the RONA defined in the hunt group, then send the VDN to a vector to queue the call to the skills with a priority of high.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[rejackson]

How do you break out of the loop if there is just no one answering? Should the vector called by the RONA VDN give up and send the caller to voicemail? Maybe the RONA in the second skill be used to send it to VM?

 

[mojoputter]

Yes, I would send it to VM, with a AUT-MSG button of that VM box on your agents phones