ACD contact center features
210 Communication Manager Guide to ACD Call Centers
If RONA occurs on the last VRU port in an AAS split, the call is not requeued to the
converse split, but is processed by the next vector step.
Any calls queued to a split/skill that has been taken out of service may be left at this
split/skill. When the system reinitializes, all busied-out ports are automatically logged back
into the AAS splits. New calls cause a RONA timeout if the adjunct or agent still does not
answer after the system reinitializes.
Abandoned Call Search
Abandoned Call Search, if defined for a trunk, is reapplied to call on that trunk that RONA
requeued whenever the calls are routed to another agent.
Agents in multiple splits
When a RONA timeout occurs, an agent is placed in AUX work mode with notification to
CMS for all splits that the agent is logged into. The agent is responsible for becoming
available in each split. In an AAS, agents are logged out of all splits that they are logged
into. You must log agents back into the AAS splits.
Agent logout
An agent can log out from a multifunction set while an ACD call subject to RONA is ringing
the set. However, if the agent logs out before RONA times out, RONA timing is canceled,
and RONA redirection and notification occur immediately.
Agent work modes
If an agent presses the ACW button with an ACD call ringing, the change request is
pending. If the agent has a pending change to ACW before a RONA timeout occurs on a
ringing ACD call, RONA timing continues. At timeout, the call is redirected, CMS is notified,
and the agent is placed in AUX work (overriding the pending ACW request).
If an agent presses the AUX-Work button with an ACD call ringing, the change request is
pending. With ACD splits/skills, since the RONA time-out changes the state to AUX-Work,
there is no conflict with the pending AUX-Work change request. With AAS splits/skills, an
agent-initiated AUX-Work change is denied per existing operation.
ASAI (Category A only)
RONA applies to vector-processed calls that are routed by an adjunct to a split or agent as
a Direct Agent Call.
You can assign RONA to ASAI adjunct-monitored splits and adjunct-monitored calls. An
event report is not sent to the ASAI adjunct when a RONA timeout puts an agent into AUX
work mode.
