ACD contact center features
206 Communication Manager Guide to ACD Call Centers
Detailed description
When RONA is invoked for a call, the system:
●
Places an agent in AUX work mode, and thus unavailable to receive calls from other
splits/skills. In an AAS, the agent is logged out.
●
Redirects split/skill calls back to the split/skill or administered VDN. Redirected calls are
requeued at the highest priority so that they are distributed before any other split/skill
calls. See
RONA routing sequences
on page 207 for more information about call
redirection.
●
Sends a message to CMS. When a RONA timeout occurs, the Noans-alrt lamp for the
split/skill lights steadily. The supervisor presses the Noans-alrt button to display the
login ID or the extension and name of the last agent timed out with RONA.
●
Records the redirection in BCMS or CMS. See
Using BCMS/CMS reports with
RONA
on page 208 for additional information.
RONA application examples
VRU applications (Category A only)
Typically, RONA is used with VRU applications in AAS configurations. RONA detects VRU
failures and provides alternate operation. For example, an adjunct port failure is not
detected by ACD call processing. RONA detects the failure, takes the port out of service,
and provides notification of the failure.
Use Call Vectoring for flexible call handling in case of a VRU failure. Assign RONA a
converse split/skill connected to the Conversant or to equivalent VRU ports. Whenever
RONA times out on a ringing call delivered via the
converse-on
command to a VRU port,
the agent is logged out and the call is redirected back to the converse split/skill.
Note:
Note:
RONA can not redirect a call to an administered VDN from a
converse
step.
With a complete VRU failure, all VRU ports are eventually logged out and vector
processing for the
converse-on
command bypasses that step for new calls.
The following vector example shows how to provide automatic backup for a complete VRU
failure.
