ACD contact center features
208 Communication Manager Guide to ACD Call Centers
Using BCMS/CMS reports with RONA
You can use BCMS and CMS reports to determine which agents had RONA timeouts and
how calls were redirected.
With R3V2 and later releases of CMS, the exception report lists agents who were timed out
and made unavailable. With BCMS and earlier releases of CMS, you can determine which
agents were in AUX work mode or logged-out with AAS.
With R3 CMS, you can use the real-time “Split Status” report to see which agents are in
AUX work mode, but you need a custom report to see logged-out agents.
With BCMS, use SAT to create a list of unstaffed agents for the split to see which agents
are logged out (for AAS applications). With EAS, list agent-loginid specifying unstaffed and
AAS = yes.
With BCMS, agents’ changes to AUX work mode appears in the BCMS Split (AGENT)
Status report. In an AAS split, agents log out, so they do not appear in the Split Status
report. When the call is requeued, the System Status report shows only the AVG ANSW
SPEED time and AVG ABAND TIME time for the requeued call. The Historical Split and
System reports show both a FLOWOUT (primary split) and FLOWIN (redirected split) for
requeued calls, while the VDN report shows only a FLOWOUT.
Direct Agent calls are recorded as ACD split/skill calls but the flowout is recorded only if an
agent’s coverage path requeues the call to a split/skill.
Since BCMS does not report exceptions, RONA events are not reported. If you have
BCMS, use the RONA split/skill lamp indicator for RONA event indication.
RONA Routing Sequence for Split/Skill Calls
Redirection
Destination
Explanation
RONA VDN
If a RONA VDN is administered, calls redirect to the VDN.
Requeue to split/skill
If a RONA VDN is not administered, calls redirect to the split/skill.
Coverage path
In nonvector-controlled splits, if calls cannot requeue to the split, they
redirect to the split’s coverage path if one is administered.
VDN return destination
For external calls, if a coverage path or a RONA VDN is not administered
and calls can not requeue, they redirect to the VDN Return Destination
extension.
