Queue rotation timing

This feature is called Redirect On No Answer, it's found on the second page of the hunt group setup.

It's invoked by the number of rings, not time. But given each ring is 4-5 seconds you can figure out the number you need.

If you don't have a Redirect to VDN setup, it will ring until an agent answers. So if it routes to Agent A, 4 rings, RONAS, goest to Agent B, 4 rings, RONAs, goes to Agent C, etc. The caller is going to hear ringing the entire time. They won't know that it's rolling to agent after agent. Also, if it rings on Agent A and RONAs and no other agent is available, it's going to ring continuously until it routes to an available agent.

I think using the Redirect to VDN is a better way to handle a RONA. You can redirect it to a VDN, then in the vector play an announcement like: "your call is important to us, you are the next caller in line to be answered" then queue the call to the skill at a high priority to put them at the front of the line.

This also allows you to run reports to show how often a call is RONAing for 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"

Stinney,

We use Redirect for all our agents that have their phones set to ring.

However, the majority of our agents are set up with zip tones (no ringing, call just drops through to an available agent). Have you ever seen a condition that an agent set for zip tones gets tagged with a RONA? Once in a blue moon we have it happen and just cannot figure out how it is occurring. Just curious.

Thanks!

Are you using IP or Off Premise phones? There also is a ROIF which is a Redirection on IP Failure and ROOF which is Redirection on OPTIM Failure which is the only RONA that would apply to auto-answer agents.


ROIF: The Redirection on IP Failure (ROIF) feature applies to agents configured with ACD auto-
answer or manual answer and applies to IP hard- or softphones that utilize H.323 IP network
connectivity.

If the server detects that the connectivity to an agent's IP phone is lost, it redirects a call that
was supposed to go to the agent to a designated Vector Directory Number (VDN) instead

ROOF: Before delivering a call to an OPTIM (Off Premise Telephone Integration and Mobility) endpoint,
this feature checks for Internet Protocol (IP) connectivity and if the IP connectivity is not
acknowledged invokes Redirection on No Answer (RONA). The agent is placed in AUX work
mode and the ACD call is put back in queue or forwarded to a RONA-specified Vector Directory
Number (VDN). ROOF prevents a lost call during the period when IP connectivity failure has
not been detected by Communication Manager maintenance.

- 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"