Auto-Available Split/Skill (AAS)

Use AAS with RONA for Voice Response Unit (VRU) ACD non-ASAI adjunct-controlled split or skill applications. Assign AAS only to ACD hunt groups. When all lines in a vector-controlled AAS split or skill are logged out, the split or skill is treated as unavailable and vector processing skips the step in the vector for new calls.

If RONA occurs on the last VRU port in an AAS split, the call is not requeued to the converse split but is processed by the next vector step.

Any calls queued to a split or skill that has been taken out of service can be left at the split or skill. When the system reinitializes, all busied-out ports are automatically logged back into the AAS splits. New calls cause a RONA time out if the adjunct or agent still does not answer after the system reinitializes.

Abandoned Call Search

Abandoned Call Search, if defined for a trunk, is reapplied to call on that trunk that RONA requeued whenever the calls are routed to another agent.

Agents in multiple splits

When a RONA time out occurs, an agent is placed in AUX work mode with notification to Call Management System (CMS) for all splits that the agent is logged into. The agent is responsible for becoming available in each split. In AAS, agents are logged out of all splits that agents are logged into. You must log agents back into the AAS splits.

Agent logout

An agent can log out from a multifunction set while an ACD call subject to RONA is ringing the set. However, if the agent logs out before RONA times out, RONA timing is canceled, and RONA redirection and notification occur immediately.

Agent work modes

If an agent presses the acw button with an ACD call ringing, the change request is pending. If the agent has a pending change to ACW before a RONA time out occurs on a ringing ACD call, RONA timing continues. At time out, the call is redirected, CMS is notified, and the agent is placed in AUX work which overrides the pending ACW request.

If an agent presses the aux-work button with an ACD call ringing, the work mode change request is pending. With ACD splits or skills, as the RONA time out changes the state to AUX work, there is no conflict with the pending AUX work change request. With AAS splits or skills, an agent-initiated work mode change to AUX work is denied as per existing operation.

Adjunct Switch Application Interface (ASAI)

RONA applies to vector-processed calls that are routed by an adjunct to a split or an agent as a direct agent call.

You can assign RONA to ASAI adjunct-monitored splits and adjunct-monitored calls. An event report is not sent to the ASAI adjunct when a RONA time out puts an agent in the AUX work mode.

The adjunct makes an agent query as part of the value query capability group to determine the agent work state. Once the call is requeued to the split, the adjunct receives a call-queued event report if event reporting is active for the domain (VDN or non vector-controlled split or skill).

An adjunct-monitored split or skill can be assigned as an auto-available split or skill. The logout event for an AAS split or skill is sent to the adjunct when RONA time out logs an agent out.

You cannot assign RONA to an adjunct-controlled split or skill. An adjunct-controlled split or skill cannot be an AAS.

ASAI Interactive Voice Response (IVR) or VRU applications are configured with non vector-controlled splits or skills using manual-answer operation on analog lines to the IVR ports. The ASAI link provides event notification for the ACD split or skill for enhanced services. In addition, you can log in and log out the ports as required. AAS splits or skills are not used for this application because the ASAI link controls the login or logout.

You can assign RONA to the splits or skills to detect failure conditions in the same manner as non-ASAI VRU applications. RONA does not notify the IVR system of AUX work mode changes. An ASAI IVR system cannot query to determine the states of its ports. You must restore ports manually after a failure using the IVR system management screens. Complete failure is automatically restored when the IVR system reinitializes.

The following table describes ASAI events that the communication server sends the adjunct for various stages of the RONA call. Also included are the ASAI associations for which the events are provided. For the split or skill to have Notification association active, the split or skill must not be vector-controlled or adjunct-controlled.

When a call is redirected using ASAI Redirect Call, the RONA timer is canceled.

Attendant return call

If an attendant extends a call to an ACD split or VDN for which the return call timer is not activated, the call does not interact with RONA. The Attendant Return Call Timer is not set if an attendant extends the call to another attendant.

AUDIX Transfer

RONA applies to a call transferred by AUDIX to an ACD split. A redirected call to AUDIX does not go to split or agent coverage after it is transferred out of AUDIX. If RONA times out on this type of call, the call cannot be redirected.

Automatic answering

If an agent with automatic answering receives a call with zip tone instead of ringing, RONA timing is canceled.

Call Coverage

Direct agent calls are redirected to the agent’s coverage path if a path is administered. A temporary bridged call appearance is not maintained for a call directed to an ACD hunt group or VDN, or for a direct agent call.

When a call is redirected to a split or skill, the Coverage Subsequent Redirection/CFWD No Answer timer is started on the call. Covered calls go to the next point in the split or skill coverage path.

If no other point is available to accept the call, the call remains queued or continues to ring the current coverage point. When RONA times out at the coverage point, the following occurs:

• RONA does not reset the Subsequent Redirection/CFWD No Answer timer. The timer that expires first controls the call.

• If the coverage point for a covered call is a direct agent logical agent ID whose skill has RONA, and if RONA times out first, the call is sent to the next point in the skill coverage path, not to the agent’s coverage path. The Subsequent Redirection/CFWD No Answer timer is reset when the call is redirected to the next coverage point.

• If RONA was applied to an ACD call that was a previously redirected coverage call (that is, the RONA split was a point in the coverage path), RONA is used to requeue the call as specified for a non covered call. However, the call is not designed to go to split coverage or forwarding. The Subsequent Redirection/CFWD No Answer timer is reset if RONA requeues the call to the RONA split. Both the RONA timer and Subsequent Redirection/CFWD No Answer timer are reapplied.

• If RONA applies to an ACD call that was a previously-redirected coverage call (for example, the RONA split was the second point in the coverage path), the call is redirected to the next coverage point in the principal’s coverage path if the call cannot be requeued to the RONA split. The Subsequent Redirection/CFWD No Answer timer is reset.

• If no other point in the coverage path exists or other points are unavailable, the split-covered call that cannot be requeued or the direct-agent-covered call receives call-cannot-be-redirected handling.

Call Detail Recording (CDR)

When an agent is assigned to be recorded on the CDR record as the called number, the RONA redirected-to answering destination is recorded as the final called number. You can administer CDR to record the VDN, the hunt group, or the answering agent as the called number.

Call Forwarding All

If an adjunct direct agent call is made to an agent’s extension that has Call Forwarding All assigned and it is redirected by RONA, the call follows the agent’s coverage path.

A call forwarded using Call Forwarding to a split or logical agent ID with RONA is sent to the principal’s coverage path instead of going to the split’s coverage path (if the call cannot be requeued) or to the agent’s coverage path (for a direct agent call) on RONA redirection.

Call Pickup

A member of an agent’s pickup group can pick up an ACD call that is being timed for RONA. RONA is cancelled.

Call Vectoring

RONA applies to vector-controlled ACD splits when calls are queued using the queue-to split, or converse-on split, or check split commands. Also, RONA applies to non vector-controlled and vector-controlled ACD splits when calls are routed to the split using a route-to or a messaging split command. Basic Call Vectoring handles an AAS with all agents logged out as unavailable and skips the relevant step. With an adjunct routing or route-to with coverage step that routes to a vector-controlled split with all agents logged out, the call is given a busy tone just as when the call cannot queue to a non vector controlled split according to the existing operation.

Vector events are generated for a RONA timeout when converse-on processes a call or results in a RONA redirection failure, and when a vector step is skipped because all AAS agents are logged out.

Do not assign vector-controlled splits coverage, forwarding, or night service, because Call Vectoring provides these functions. These functions do not apply to RONA-redirected calls involving vector-controlled splits.

Calling/Called Number Display

A call to a split or skill that RONA redirects is similar to a direct call to the split or skill. If the call goes to coverage, the destination display looks like it does for a normal covered call.

An internal or DCS caller to an ACD hunt group or VDN sees displayed the hunt-group or VDN name and extension. This display remains when the call rings an agent. A direct agent call (with EAS) initiated at a phone displays the agent name and logical ID when the call rings the agent station. If the ACD split call or direct agent call goes to coverage, the name remains, but the extension or logical ID portion changes to cover. This also happens when RONA redirects a call.

Delay announcements

Delay announcements assigned to non-vector-controlled splits are applied to requeued RONA calls as usual for redirected calls.

Direct Agent Calling

RONA applies to direct agent calls from splits with RONA assigned. RONA timing applies when a direct agent call (from an adjunct or phone) is delivered to and rings an agent with manual answering. Agents are placed in the AUX work mode or logged out even if the agents are some of the last agents in the split and ACD split calls are queued. Direct agent calls that are queued for an agent remain queued and are not delivered because the agent is unavailable. Don’t-answer (DA) coverage continues for the queued calls.

If an agent with a coverage path is made unavailable by a RONA time-out on a non-covered direct agent call, the call follows the agent’s coverage path. With EAS, the agent’s logical extension coverage path for direct agent calls is used. If the agent has no coverage path or if the path is unavailable, the call cannot be redirected and the caller hears previously-provided feedback.

If a direct agent call comes from a split that has forwarding or night service, the call is forwarded, precluding RONA timing. If the agent has forwarding or Send-All-Calls, the direct agent call is forwarded (ACD calls only) or goes to coverage, precluding RONA timing.

Direct Department Calling

RONA applies to DDC-type hunt-group ACD calls.

Home Agent

RONA applies to Home Agent lines that terminate on the IVR Home Agent system as a means to detect port failures. Home Agent lines use Manual Answer and are not present in AAS. Once RONA notification is made, you can correct the failure and restore service manually on the IVR system.

Inbound Call Management (ICM)

RONA applies to ICM-managed calls that ring an agent in an ACD split with RONA assigned.

Message Center/Server Service

You can assign RONA to Message Center/Server ACD splits.

Multiple Call Handling (MCH)

If an MCH agent has a call active or on hold and the Redirection on No Answer timer expires for another ringing ACD call, the ringing call is redirected to the split or skill or administered VDN. When the call redirects, the agent is not made unavailable, but is placed in the queue of available agents.

Music-on-Hold access - Music on Transferred trunk call

Trunk callers who are transferred to another destination continue to hear administered music (or silence), not ringback, while the call rings. This applies while the transferred call queues to a split.

If the trunk call (an ACD call or direct agent call) is transferred to a split with RONA, timeout applies to the call, but the caller continues to hear the previous feedback instead of ringback.

Night Service

When Night Service is activated, calls (including RONA calls) for the hunt group redirect to the night station extension. If the night service split has RONA assigned, RONA timing is reapplied to the redirected call.

Queue status indications

Calls that RONA requeues are counted in the queued calls total. When a RONA call is queued, the call’s call-wait time is reset, so RONA does not affect the oldest call waiting (OCW) time.

Queuing

When redirected to a split, RONA timed-out ACD calls in a non vector-controlled split are queued at the highest priority. These calls are distributed before any other calls, except direct agent calls.

Stations

RONA applies to ACD split or direct agent ACD calls that ring at multifunction or hybrid stations with Manual Answering in an ACD hunt group.

RONA applies to Off-Premises Station (OPS) lines in an ACD split.

Voice Response Integration (VRI)

You can assign RONA to converse splits. RONA timing applies to calls that a converse-on command queues and delivers. RONA timing is canceled if a call is delivered to an agent in another split to whom the system previously tried to queue a call.

RONA interacts with a converse split that is an AAS like any other AAS.

If RONA must redirect a call to an agent port in a converse split and the queue is full or all AAS agents are logged out, the call is processed by the next vector step while the caller continues to hear the previous vector feedback.