RONA , VDN Override and display name 1

[hcphere]

We have a G3R v11
We have hunt groups set up that use Redirect on No answer so if an agent doesn't answer the call it goes back into queue, and another agent can get the call.

However whenever this happens the display on the agents phone just shows the RONA Vdn name, not the original VDN name.

I have messed with the "Allow VDN Overide" on the original VDN and the RONA VDN but no matter which way they are set, the RONA VDN name still displays on the agents phone.

We have multiple different VDN's going to one hunt group, so if an agent rona's, then the next agent doesn't know how to answer these calls.

Does anyone know a way to get it to show the original VDN's name after a RONA?

 

[dufus2506]

Don't define a new VDN to re-direct the call. Just put in a number of rings for re-direct. The call will re-direct back to the split/skill with it's same identity.

The caller will hear ringing until answered. (Even if they're queued when they re-direct to the split/skill.)



Carpe dialem! (Seize the line!)

 

[hcphere]

That definitely works, Thanks!

However, we have it pointed to the RONA VDN so that the call gets placed back in queue at a high priority so it gets the next available rep instead of waiting in line again. We lose that if we take the RONA VDN out.

Any other ideas, so I can keep the high priority?

 

[dufus2506]

The calls that get RONA's are sent back in the queue with the highest priority. They are the next call answered.

Carpe dialem! (Seize the line!)

 

[hcphere]

Thanks Dufus2506!