Redirection on No Answer

Last Updated : Aug 27, 2019 |

Redirection on No Answer (RONA) redirects a ringing ACD skill or direct agent call after an administered number of rings. RONA prevents an unanswered call from ringing indefinitely especially for IVRs/VRUs where more than one port fails. The call can redirect either to a skill or to a VDN for alternative call handling. Direct agent calls route to the coverage path of an agent or to a VDN if no coverage path is administered.

You must enable ACD to use RONA. Administer RONA for each ACD hunt group. You can use RONA in Auto-Available Splits/Skills (AAS), or in splits/skills with agents operating in the auto-in or manual-in work mode. You can administer RONA for vector-controlled or non vector-controlled splits/skills. RONA only applies to manual answer station operation where the station or port is rung waiting for answer. RONA does not work with auto-answer configurations.

Do not administer RONA for splits or skills controlled by adjuncts or AUDIX, or for auto-answer agents assigned splits or skills, since calls must ring at a telephone to be redirected.

You can specify whether to retain the active VDN context when RONA redirects a call to an alternate VDN defined as the redirect VDN due to an agent that has not answered. When you administer the Retain Active VDN Context field as y, the VDN context from the previous active VDN is retained and used after the call is redirected to the specified redirect VDN. If you administer the Retain Active VDN Context field as n and RONA occurs, the system uses the context of the applicable redirected to VDN. The active VDN for a call is based on VDN Override rules, normally being the first VDN called unless overridden by a routed to VDN. For more information, see VDN Override in the Programming Call Vectoring Features in Avaya Aura® Call Center Elite document.

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 choose to retain the active VDN context, you can set up a generic VDN-vector combination that caters to calls redirected from multiple VDNs with specialized treatment based on the context parameters of the previous active VDN.

If the system redirects the call to a VDN when routed directly to a hunt group rather than through a VDN, the redirect to VDN is the active VDN irrespective of the setting of the Retain Active VDN Context field.