Avaya Communication Manager Contact Center, Руководство пользователя

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Redirection on No Answer
Issue 1.0 May 2003 217
When a coverage timer expires, RONA timing is canceled only when the call goes to
coverage. If RONA times out first, the other timers continue timing or are stopped and may
later be reset. RONA interactions with other timers are summarized in the following table.
If you want RONA notification and redirection, set the number of rings (or equivalent time)
for a RONA timeout to shorter than other timeout periods. DA timers start when a call is
placed in queue and continue when the call rings the station. Since RONA starts only when
the call is ringing, the RONA interval is usually set to two or three rings, while the DA
interval is set to 10 or more rings.
Since queue time is variable, assign a coverage timeout period that is greater than the
longest expected queue time plus three or four rings (the time the call could ring the
agent).
The NATO timer starts when the call seizes the incoming trunk. The timer could thus be
timing before the call is queued by vector processing. Therefore, set the NATO timer to
greater than the longest expected time before the call rings the agent (including time
before and after being queued) plus three or four rings.
The WAST timer starts when the call rings the agent. Set the RONA timer to a slightly
shorter interval (fewer than 10 rings) than the WAST 50-second interval.
Summary of RONA-Timer interactions
Timer Description
RONA-timer interaction
RONA
timeout Restarted after redirection?
Split DA Split Call Coverage Don’t Answer
(nonvector-controlled) Stopped If requeued or delivered to
another agent
Covering DA Covering Point DA - Subsequent
Redirection No Answer Stopped If redirects to covering point
Agent DA Agent DA Coverage (Direct Agent
Calls) Stopped If covers to Direct Agent with
coverage
NATO DID/CO Trk No Answer Timeout Continues N/A
WAST Wait Answer Supervision Timer Continues If ringing destination or RONA
redirection fails