Redirection on No Answer
Issue 1.0 May 2003
205
Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD split/skill call or Direct Agent
Call after an administered number of rings. RONA prevents an unanswered call from
ringing indefinitely. The call can redirect either to the split/skill to be answered by another
agent or to a VDN for alternative call handling. Direct Agent Calls route to the agent’s
coverage path, or to a VDN if no coverage path is administered.
You must have ACD enabled to use RONA. Administer RONA for each ACD hunt group as
required. RONA can be used in Auto-Available Splits/Skills (AAS), or in splits/skills with
agents operating in Manual-In work mode. You can administer RONA for vector-controlled
or nonvector-controlled splits/skills.
Do not administer RONA for splits/skills controlled by adjuncts or AUDIX or for auto-
answer agents assigned splits/skills because calls must ring at a telephone to be
redirected.
Administering RONA
The following forms and fields are required to administer the RONA feature:
Note:
Note:
You must set Controlling Adjunct to none.
Required forms – RONA feature
Form
Field
Hunt Group
●
ACD
●
AAS
●
Vector
●
Controlling Adjunct
●
Message Center
●
Redirect On No Answer (Rings)
●
Redirect to VDN
Station (multifunction)
●
Button Assignments
— noans-alrt
