How ROIF works

Last Updated : Aug 25, 2020 |

  • When the Switch Hook Query Response Timeout field is set to y, Communication Manager checks for IP connectivity before delivering a call to the auto-answer agent using an IP phone.

  • When you set the Switch Hook Query Response Timeout value, the degree of network congestion or delays determines the speed of the switch hook query response. The range value for the switch hook timer is 500-5000 ms. IP hardphones that are located geographically close to Communication Manager should respond to the timer within the 500-750 ms range. IP Agent endpoints on a PC will take longer to respond, requiring that the timer be set to 2000 ms or greater.

  • Communication Manager invokes redirection upon detection of IP connectivity loss. The switch hook query is not acknowledged within the administered time out period. Communication Manager moves the call back in the queue or forwards the call to the VDN specified on the Hunt Group screen.

  • Communication Manager puts a non Auto-Available Split/Skill (AAS) agent into the AUX work mode, redirects the call to the split or skill queue or the specified VDN if Communication Manager detects IP connectivity failure before delivering the call to the agent. If Reason Codes is set to y, CMS reports the change to the AUX work mode.

  • Communication Manager logs out AAS agents instead of putting the agents in the AUX work mode.

You can retain the active VDN context when Communication Manager redirects a call due to IP connectivity failure. When you set the Retain Active VDN Context field as y, Communication Manager retains and uses the VDN context from the original active VDN.

If you set Retain Active VDN Context as n and ROIF occurs, Communication Manager uses the context of the applicable redirect-to VDN that is assigned to Redirect on IP/OPTIM Failure to VDN on the Hunt Group screen.

The VDN context includes the following information:

  • VDN Name

  • Tenant Number (TN)

  • VDN of Origin Announcement (VOA) Extension

  • VDN Skills (1st, 2nd, 3rd)

  • VDN Return Destination (VRD)

    Note:

    The VRD is set before being RONA/ROIF/ROOF redirected, and does not change by subsequent routing. The staffed agent receiving the redirect call views 'CR' at the right end of the display indicating a RONA/ROIF/ROOF redirected call.

  • VDN Timed After Call Work (ACW) interval

  • Best Service Routing (BSR) application

  • BSR available strategy

  • BSR tie strategy

  • Display VDN for route-to Direct Agent Calling (DAC)

  • Trunk Adjunct Switch Application Interface (ASAI) messages

  • BSR local treatment

  • VDN variables

  • VDN time zone offset

If you retain the active VDN context, you can set up a generic VDN-vector that caters to calls redirected from multiple VDNs.

If Communication Manager redirects the call to a VDN when routing directly to a hunt group rather than through a VDN, the redirect to VDN is the active VDN regardless of the setting of the Retain Active VDN Context field.