You can use the Redirection on Off-PBX Telephone Integration and Mobility (OPTIM) Failure (ROOF) feature only for ACD agents who use SIP hardphones or softphones administered as Off-PBX Stations (OPS).

As with ROIF, ROOF provides redirection of calls back into the call queue or to the specified VDN when calls to ACD stations cannot be connected due to loss of IP connectivity and ROOF applies to agents using auto answer or manual answer. ROOF can also retain the active VDN context while redirecting the calls to the specified VDN.

Before delivering a call to an OPTIM station, ROOF checks for an IP connectivity. If the IP connectivity is not acknowledged, ROOF invokes RONA. Communication Manager places the agent in the AUX work mode and puts the ACD call back in the queue or forwards the call to a RONA-specified VDN. ROOF prevents a call loss during the period when Communication Manager does not detect IP connectivity failure.

You can specify whether to retain the active VDN context while redirecting the calls for a VDN. When you administer the Retain Active VDN Context field as y, the VDN context from the previous VDN is retained and used while the call is redirected to the specified VDN. If you administer the Retain Active VDN Context field as n and redirection occurs, the system uses the context of the applicable redirected to VDN.

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 that caters to calls redirected from multiple VDNs.

If the call is redirected to a VDN when routed 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.