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Agent can't answer calls after RONA

Agent can't answer calls after RONA

Agent can't answer calls after RONA

Hi there,

I've got an issue where an agent can't answer any calls for about 30 seconds, even if available, after missing a call.

Call comes in. Agent A is on the phone. Agent B is available and the call rings Agent B. Agent B misses the call and it goes to a RONA VDN, which re-queues the call at top priority. Agent B realizes his missed a call, and takes himself out of Aux and back to auto-in. Agent A is still on the phone. Even though Agent B is available, the call remains in queue. The RONA vector sends the call to voicemail after 30 seconds, so the call never gets answered.

I've verified in CMS that the call is indeed in queue and not in "never-never land"

Even if a brand new call comes in, Agent B cannot answer it until he's been available for about 30 seconds.

RE: Agent can't answer calls after RONA

1) This is an Agent Training Issue not a technology one. The Agent should change to Aux if not available to take a call.
2) With that said, I seem to remember that once Avaya tries a point like Agent ID or Extension, and it goes to cover, or RONA, etc. then it will not try that point again. no matter how you try to route the call to it.
3) if the 3rd call came in during the time the 2nd call is back in queue, then it has to wait till the 2nd call is dealt with. (i.e answer, goes to Voice mail, etc.) (Assuming in your example above that Agent 1 is busy, and agent 2 force RONA on the 2nd call.)

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