Set the Redirection on No Answer Aux Work Reason Code field on page 14 of the Feature-Related System Parameter screen to a non zero number not currently being used so the system can distinguish between the AUX work changes caused by miscellaneous changes and those caused by no answer.
RONA can time out when an agent is at the station if the agent does not answer the call within the administered number of rings or has selected another work mode while a call is ringing. RONA handles the call as usual, making the agent unavailable. With ACD splits, the aux-work lamp when lit indicates that the agent is unavailable. The agents can press the auto-in or manual-in button to become available.
Specify a coverage path or VDN for redirection for non vector-controlled splits or for logical agent IDs with EAS direct agent calls to ensure that calls are always redirected.
A noans-alrt button can be assigned to non-SIP agent or supervisor phones to indicate that a call has been redirected. When a supervisor presses the noans-alrt button, the phone display shows the login ID or extension and the name of the last agent timed out with RONA.
