It's not RONA. RONA only hnadles routing for an unanswered call. REturn Destination comes into play after a call has been answered but all parties excepth the originator have dropped. It can get rather complex, so here is what the official description from Avaya has to say about it:
The VDN Return Destination feature allows an incoming trunk call to be placed back in
vector processing after all parties, except the originator, drop. This feature is activated
through switch administration of the VDN form. This feature is included in the Avaya
Contact Center Deluxe package and the Avaya Contact Center Elite package.
A field on the VDN form allows the user to enter a VDN extension as a Return Destination.
In this section, the VDN which has the Return Destination field administered will be called
the ihVDN with this feature active.le The Return Destination VDN (the one specified in the
new field) will be referred to as the ihReturn Destination.ln
Every incoming trunk call that is processed through a VDN with this feature active will be
placed back in vector processing when all parties on the call, except the originator, drop.
For this feature, the ihoriginatorln is the incoming party that originated the call at the time the
call entered the VDN with this feature active.
Note:
Note:
Incoming calls on DCS ties do not go to VDN Return Destination.
The VDN that the call will be placed in (when the originator is the only remaining party) is
determined by the ihReturn Destinationl.. This VDN may be the same or different than the
original VDN.
This feature is used to keep the call active and give the caller the opportunity to signal the
need for sequence dialing (by entering a in#lr). There are two ways this can happen:
1. When the destination drops on its own (after having answered), the call will go to the
Return Destination which will have a collect digits vector step. This step will try
to collect the ih#le sign entered by the caller.
2. When the call is not answered, the caller enters the ih#lr to request sequence calling
(this it#ls will be collected by the ASAI-Requested Digit Collection feature). This ih#lu is
reported to the adjunct. The adjunct requests the third_party_drop (or
third_party_end_call) for the destination, and at that point the call goes to the
Return Destination.
The VDN Return Destination and ASAI-Requested Digit Collection features may be used
independently, with the following rules:
1. If there is no ASAI request to collect digits, but a Return Destination is provided: when
all parties, except the originator, drop, the switch will route the call with only one party
active (the caller) to the Return Destination. At this point, the call enters vector
processing for the VDN specified by the Return Destination.
The caller will keep returning to this same return destination indefinitely until either the
caller hangs up or a busy or disconnect vector step is executed. Once a call leaves
vector processing for the first time, the return destination will never be changed.
Paul Beddows
Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at
