RONA without EAS?

[LegoGirl]

Hello all! I would like to set up RONA for my hunt groups, but it seems like it may not be an option. Right now, calls come into a main vector, and callers can choose to go to customer service, sales or tech support. Once they choose customer service (or any option, really), they get routed to a hunt group. Unfortunately, there is always that one agent who does not hit send-calls, or aux when stepping away from the desk. Right now, my hunt group is set up ACD=n, Queue=y and Vector=y. I tried changing ACD to yes, to get that RONA prompt on page 2. After filling in the blanks for RONA, I tested it out, but instead of it ringing to the agents' phones, it just stayed in queue (with caller hearing music and the "please hold" announcements). I have verified that the agents were not on SAC or aux during testing. Do we need EAS in order for RONA to work? If not, how do I set it up?

Thank you in advance for any help!

Madame Curie

 

[RTMCKEE]

If it let you fill out the rona part, you should be set with what you need.

1st. when a call comes to an agents desk and rings (rona's), it puts that agent in aux. It will then follow the rona path. So for example, if you had calls coming into vdn 1234, and the call rona's, and the rona path was to go back to 1234, but there was now no agents avaliable, it would appear to "stay in queue".

2nd. If you leave the rona field blank, the call will "leave" vector processing, but the call will basically stay in limbo, until it finds another agent in that queue. In this senario, assume that the rona'ed agent was the last avaliable agent, the call will just continue to ring on the caller side, while waiting for an agent to become avaliable.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[LegoGirl]

For some reason, when I put ACD as yes and then fill in the RONA fields, callers stay in a holding pattern. I have two agents in my customer service queue, and the calls never come through, even though each agent had their send-calls turned off. When I have ACD set to no (and of course, no RONA fields filled in), then the calls go straight to the queue (as they should). How do I get the calls to go to the customer service queue (hunt group 1), and still do RONA? Here are the vectors. Step 13 in the main vector is where it branches off into the customer service vector.



MAIN VECTOR
01 wait-time 0 secs hearing ringback
02 goto step 21 if time-of-day is mon 17:00 to tue 06:00
03 goto step 21 if time-of-day is tue 17:00 to wed 06:00
04 goto step 21 if time-of-day is wed 17:00 to thu 06:00
05 goto step 21 if time-of-day is thu 17:00 to fri 06:00
06 goto step 21 if time-of-day is fri 17:00 to mon 06:00
07
08 collect 4 digits after announcement 5879
09 goto step 13 if digits = 1
10 goto step 14 if digits = 2
11 goto step 16 if digits = 3
12 route-to digits with coverage y
13 route-to number 8302 with cov y if unconditionally
14 queue-to split 3 pri l
15 goto step 19 if available-agents in split 3 < 1
16 queue-to split 5 pri l
17 goto step 20 if available-agents in split 5 < 1
18 route-to number 5850 with cov n if unconditionally
19 route-to number 8301 with cov n if unconditionally
20 route-to number 8303 with cov y if unconditionally
21 route-to number 5806 with cov y if unconditionally

CUSTOMER SERVICE VECTOR
01 queue-to split 1 pri l
02 wait-time 3 secs hearing ringback
03 collect 1 digits after announcement 5880
04 goto step 10 if digits = 1
05 wait-time 30 secs hearing music
06 collect 1 digits after announcement 5880
07 goto step 10 if digits = 1
08 wait-time 30 secs hearing music
09 goto step 1 if unconditionally
10 route-to number 8303 with cov y if unconditionally

Thank you for your help!
Mme Curie