ROIF interactions

Last Updated : Nov 16, 2021 |

The ROIF call and agent interactions are the same as for RONA, with the following additions:

  • ROIF is applied system-wide. The default for the system is not active.

  • ACD calls delivered from the split or skill queue and Direct Agent Calling (DAC) work the same as RONA. ROIF first attempts to redirect DAC to the coverage path. If the call cannot go to coverage, the call is redirected to the VDN that you administer in the Redirect on IP/OPTIM Failure to VDN field on the Hunt Group screen. Ensure that the direct agent skill group has a redirect VDN for occurrences of ROIF. If Redirect on IP/OPTIM Failure to VDN is not assigned, the call is re-queued to the same skill at a high priority. If there are no queue slots available, the caller hears a busy signal. If all fails, the caller receives a ringback until the system detects a caller disconnect. This also applies to priority DACs when the Redirect on IP/OPTIM Failure to VDN is not specified.

  • The agent is unaware that the line is in AUX work during an IP connectivity failure. If the system restores connectivity during the TCP retry period, the station lamp indicates that the line is in the AUX work mode.

  • The only indication that CMS receives after a ROIF has occurred is a state change and the resultant flow-out, flow-in, and DFWD-unknown indications for the call. Unlike RONA, the action is specifically not identified, other than by the reason code.

  • As with RONA, the caller will hear a ringback during the ROIF timer period, and redirected calls receive a ringback when re-queued. Calls redirected to a VDN will hear the feedback determined by the assigned vector. If the call cannot be re-queued because no queue slots are available, the caller will hear a busy signal until the caller disconnects the call. In this case, a DFWD-unknown message is sent to CMS to decrease the tracking of call ringing.

  • As with RONA, if the Retain Active VDN Context field value is y, the calls are redirected to the specified VDN with the previous active VDN context information.

  • ROIF does not provide a lamp indication to the call center supervisor as is done for RONA.

  • ROIF applies to AAS agents, Voice Response Units (VRUs), or Interactive Voice Response (IVR) ports if the ports are connected through IP and auto-answer is active. AAS lines are logged out if an IP failure is detected during call delivery.

  • A manual answer station is always on-hook and, until answered, the call is delivered by ringing the station. With IP connectivity, the system invokes existing IP failure mechanisms when the phone is not ringing so that the call is not lost and delivered to the next available agent.