ACD contact center features
216 Communication Manager Guide to ACD Call Centers
Night Service
When Night Service is activated, calls (including RONA calls) for the hunt group redirect to
the night station extension. If the night service split has RONA assigned, RONA timing is
reapplied to the redirected call.
Queue status indications
Calls that RONA requeues are counted in the queued calls total. When a RONA call is
queued, the call’s call-wait time is reset, so RONA does not affect the oldest call waiting
(OCW) time.
Queuing
When redirected to a split, RONA timed-out ACD calls in a nonvector-controlled split are
queued at the highest priority. These calls are distributed before any other calls, except
Direct Agent calls.
Stations
RONA applies to ACD split or direct agent ACD calls that ring at multifunction or hybrid
stations with Manual Answering in an ACD hunt group.
RONA applies to Off-Premises Station (OPS) lines in an ACD split.
Voice Response Integration (VRI) (Category A only)
You can assign RONA to converse splits. RONA timing applies to calls that a
converse-
on
command queues and delivers. RONA timing is canceled if a call is delivered to an
agent in another split to whom the system previously tried to queue a call.
RONA interacts with a converse split that is an AAS like any other AAS.
If RONA must redirect a call to an agent port in a converse split and the queue is full or all
AAS agents are logged out, the call is processed by the next vector step while the caller
continues to hear the previous vector feedback.
Interactions with other ringing call timers
Several features time the ringing when an ACD call is delivered to an agent. You can use
the RONA timer in conjunction with other timers.
Note:
Note:
The timer that expires first applies to the call. RONA is canceled if any of the
other timers expires first, except in the case of coverage timers.
